FOI request detail


Request ID: FOI-0169-1718
Date published: 24 May 2017

You asked

Please tell me how many complaints you received in 2014, 2015 and 2016. Please tell how many of each of these were due to disability/access issues. Please tell me how many cases were dealt with by TravelWatch

We answered

TfL Ref: 0169-1718


Thank you for your request received by Transport for London (TfL) on 25 April 2017 asking for information about complaints figures for 2014, 2015 and 2016.


Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm that we hold the information you require.


There are 31 million journeys on our network every day. We recognise that there is much more to do to make our services more accessible to all Londoners. We listen to, and act upon, feedback and complaints to constantly improve our services and work with communities, representative groups, businesses and many other stakeholders to shape transport provision in London.


The table below shows the total number of complaints for our services that we received each of the financial years 2014/15, 2015/16 and 2016/17. It also shows the number of complaints we received about accessibility and step free access. Over the three year period, accessibility related complaints made up 1.24% of the total complaints.


Information on the number of complaints received per 100,000 journeys on each of our services is also published in our Quarterly Performance Reports at and in the Customer Performance Report published here:




Financial Year

Total Number of Complaints (All Services)



Accessibility / Step Free Access

Total Complaints

LondonTravelWatch enquiries made to TfL*














* this figure includes preliminary enquiries not necessarily complaints subsequently investigated and / or upheld.



You may want to access the London Travel Watch website for further information:


If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate to contact me.


Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.


Yours sincerely



Sara Thomas

FOI Case Management Team

General Counsel

Transport for London

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