The internal review process

An internal review is an opportunity for us to consider your original request for information afresh. It is carried out by a panel drawn from TfL General Counsel, who will review the chronology, a summary of the facts and any supporting documentation.

This may trigger involvement of other internal stakeholders. We may also discuss your case with those who handled your original request.

You can make your complaint in writing by letter or email to:

Information Access Team
Information Governance
Transport for London
4th Floor
5 Endeavour Square
London E20 1JN


We will acknowledge your complaint within five working days and where possible we will respond within 20 working days.

We will let you know the outcome of the review. If you are still unhappy, you can appeal to the Information Commissioner's Office.

  • Read TfL's Internal Review Procedure in full

    PDF 229KB

  • This procedure is for complaints about information requests, ie requests that fall under the Freedom of Information Act, Environmental Information Regulations, INSPIRE Regulations or Re-use of Public Sector Information Regulations.

    For any other complaints, for example about a TfL service, please visit Help & contact.