PFD report

Andrew Howat · Prevention of Future Deaths report

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Issued 13 Nov 2024•North Wales (East and Central)

Report record

Published report and response evidence

This page connects the concerns raised in this report with statements found in recipients’ published responses. A link shows a clear evidence connection; it does not assign responsibility.

View original report
Concerns
3

Raised in this report

Recipients
1

Named on the report

Responses found
1

Of 1 recipient

Stated actions
4

Described in responses

Recipients and published responses

Source document

Full report text

This is the full text from the original published report.

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Concerns and recipient responses

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Concerns raised3

  1. Failure of driver training to ensure passengers are not left in unsafe locations
  2. Failure to contact the police in circumstances requiring police assistance
  3. Lack of evidence or documentation of staff training on the police contact protocol
    Part of recurring concern: Failure to maintain training records that verify staff competence
Responses linked to these concerns

Each statement is shown once, even when linked to more than one concern.

Actions described in response An action is something a recipient says it has done, is doing, or plans to do in response to a concern raised.4

  1. Action

    Update DR18 Driver Information & Advice with clearer duty-of-care, incident-response and confrontation-management guidance.

    Stated by Kingkabs LimitedStated completedThe respondent said that this action was complete when they made their response on 14 November 2024.
  2. Action

    Distribute the enhanced DR18 guidance to approximately 1,300 drivers across KingKabs and the wider group.

    Stated by Kingkabs LimitedStated completedThe respondent said that this action was complete when they made their response on 14 November 2024.
  3. Action

    Distribute the updated CC002 Call Centre Procedures to all staff.

    Stated by Kingkabs LimitedStated completedThe respondent said that this action was complete when they made their response on 14 November 2024.

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure of driver training to ensure passengers are not left in unsafe locations

Wider context from the report

“Oral testimony was given by a representative of Kingkabs that appropriate training was being provided to drivers seeking to balance the risk to themselves with their duty of care to their passengers, however the taxi driver stated in his evidence that if similar circumstances arose, he would do nothing different and would still be prepared to leave a passenger in an unsafe location. Furthermore, the firm’s representative advised that usual practice would be to contact the police in circumstances such as these, but this was not done on this occasion and no evidence or documentation was available to corroborate that staff were being trained in respect of this protocol. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

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Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Failure to contact the police in circumstances requiring police assistance

Wider context from the report

“Oral testimony was given by a representative of Kingkabs that appropriate training was being provided to drivers seeking to balance the risk to themselves with their duty of care to their passengers, however the taxi driver stated in his evidence that if similar circumstances arose, he would do nothing different and would still be prepared to leave a passenger in an unsafe location. Furthermore, the firm’s representative advised that usual practice would be to contact the police in circumstances such as these, but this was not done on this occasion and no evidence or documentation was available to corroborate that staff were being trained in respect of this protocol. ”

Is this part of a recurring concern?

No recurring-concern membership is currently published.

Open source report

Source evidence

How this individual concern was interpreted

PFD Monitor created a concise, searchable interpretation from the report wording shown below. Response links show a clear evidence connection; they do not assign responsibility.

PFD Monitor interpretation

Lack of evidence or documentation of staff training on the police contact protocol

Wider context from the report

“Oral testimony was given by a representative of Kingkabs that appropriate training was being provided to drivers seeking to balance the risk to themselves with their duty of care to their passengers, however the taxi driver stated in his evidence that if similar circumstances arose, he would do nothing different and would still be prepared to leave a passenger in an unsafe location. Furthermore, the firm’s representative advised that usual practice would be to contact the police in circumstances such as these, but this was not done on this occasion and no evidence or documentation was available to corroborate that staff were being trained in respect of this protocol. ”

Is this part of a recurring concern?

Yes — Failure to maintain training records that verify staff competence.

Open source report

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Update DR18 Driver Information & Advice with clearer duty-of-care, incident-response and confrontation-management guidance.

Verbatim wording from the response

“The driver’s decision to discharge the passenger at an unsafe location is deeply regrettable and we acknowledge that their actions on this occasion fell short of the standards we would expect. While drivers are trained to balance their own safety with their duty of care to passengers, we recognise that this tragic outcome signals a need to reinforce and clarify our procedures with drivers.”

Source location

Response from KingKabs
Page 1 · response
Published 14 November 2024

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Distribute the enhanced DR18 guidance to approximately 1,300 drivers across KingKabs and the wider group.

Verbatim wording from the response

“On the 3rd January 2025, using our document sharing feature, we have updated all our drivers with the enhanced clearer guidance. As a Company we have taken this opportunity to reach out to all our c. 1,300 drivers covering not just KingKabs but to the wider group, ensuring consistency and firm commitment in our message.”

Source location

Response from KingKabs
Page 1 · response
Published 14 November 2024

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Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Distribute the updated CC002 Call Centre Procedures to all staff.

Verbatim wording from the response

“The updated version of CC002 has been sent to all staff on 3rd January 2025.”

Source location

Response from KingKabs
Page 2 · response
Published 14 November 2024

Open published response

Source evidence

How this respondent action was interpreted

PFD Monitor created a concise, searchable interpretation from the published response wording shown below.

PFD Monitor interpretation

Document new Driver Incident Procedures in CC002 Call Centre Procedures, specifying when and how staff should escalate incidents to police and emergency services.

Verbatim wording from the response

“On review, the process followed by ████████ was not adequately documented and the procedures within it could be made more robust. As such and in tandem with the driver”

Source location

Response from KingKabs
Page 1 · response
Published 14 November 2024

Open published response
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Information checked against the published report and official responses · Data reviewed 7 Sep 2026 · About data quality and limitations

Data last updated 7 September 2026