GuideLast checked 2 Oct 2026

Protecting yourself at work as a PHV driver

Practical steps from the handbook to lower the risk of aggression: booking details, name checks, clear journey information and lone worker devices.

Most journeys pass without trouble. Some do not, and the handbook gives a short list of steps that reduce the chance of conflict before a passenger even sits down. This guide covers that "before the journey" side of safety. For what to do once a situation is already tense, see our guide on difficult and intoxicated passengers.

Your starting point

Section 4 opens with a plain statement. Angry or violent behaviour at work is never acceptable. If a passenger becomes angry or violent, the handbook says you have the right to say you will not accept it and, if that fails and it is safe to do so, to ask them to leave. It adds that you should never accept bad behaviour towards you for any reason.

The same section says that offensive or violent behaviour because of race, faith, sexual orientation, disability or gender identity is a hate crime, and urges you to report it to the police.

The handbook's protection list

The handbook suggests six things to consider. We have added a short note on each about how it helps.

  1. Talk to your operator about protection. Ask how it can help protect you from aggressive or violent behaviour by a passenger. Do this before you need it.
  2. Make sure you have the booking details. That means the passenger's name, pick-up point and destination. Without them, a dispute becomes your word against theirs.
  3. Check name and destination before they get in. The handbook notes this also helps make sure the passenger does not get into the wrong vehicle.
  4. Be clear about the plan. Tell the passenger exactly where you are taking them, the route, how long it is likely to take and what the fare will be before the journey starts.
  5. Report changes to the operator. The operator must then tell the passenger the new fare. See our fares guide.
  6. Carry a lone worker device, or ask your operator to provide one.

The handbook says all these steps should reduce the risk of disagreements.

Lone worker devices

The glossary defines a lone worker device as a device that allows communication with employers or, in more serious situations, emergency services. The handbook does not say which devices to buy, what they cost or whether your operator must supply one. It says to carry one or ask your operator for one. Ask early, and test how it works so you are not learning it during an incident.

Early warning signs

The handbook lists signs that someone may be about to become aggressive: tapping fingers, crossed arms, hands held tightly in fists, aggressive staring, a raised voice, an angry expression, a sudden change in behaviour and a change to the voice. It tells you to trust your own feelings and never ignore these signs. It also says the earlier you notice a problem, the more choices you have. If you feel concerned, act at once.

If it goes wrong

The handbook says that if a passenger is aggressive or violent, you should tell your operator immediately and give them the passenger's full name and address if you know it. In an emergency, call the police on 999. For non-emergency hate crime reports, the handbook gives 101. Afterwards, see our guide to recording an incident.

Your vehicle as protection

The handbook also discusses CCTV as a way of reducing threats. Our guide on CCTV in private hire vehicles covers what it says, including the signage rule.

A five-minute pre-shift check

  • My lone worker device or operator contact works.
  • I know the operator's number for incidents.
  • I know how to report an emergency or a hate crime.
  • I have a pen and paper, or a notes app, for details.
  • I have a plan for ending a conversation politely.

Add this to the routine in our first-week checklist.

What the handbook does not say

It does not give legal advice on self-defence, or say when you may physically remove someone. It says only that you may tell the passenger you will not accept the behaviour and, if safe, ask them to leave. Do not go beyond that without proper advice.

Where this comes from

Handbook section 4 (Driver safety; Protecting yourself; Warning signs of possible aggressive behaviour) and the glossary. Checked on 2 October 2026.

Keep going

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