TfL Ref: FOI-0176-1718

Thank you for your email received on 25 April asking for information about taxi driver complaints.

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. You asked for:

A copy of the procedure your operatives have to adhere to when dealing with complaints against taxi drivers.

In accordance with the FOI Act, we are not obliged to provide the information requested as it is subject to a statutory exemption to the right of access to information under section 31(1)(b) and Section 31(1)(g), which exempt from disclosure information which would, or would be likely to prejudice the apprehension or prosecution of offenders or the exercise of functions for the purpose of ascertaining whether any person has failed to comply with the law as the document requested details the investigatory and enforcement action we take as the result of a complaint being made.

The use of this exemption is subject to an assessment of the public interest in relation to the disclosure of the information concerned. While we recognise the need for openness and transparency by public authorities, in this instance we feel that the greater public interest lies in favour of withholding this information in the interests of public safety, and to ensure that we can effectively investigate and take appropriate action in response to passenger complaints.

If this is not the information you are looking for, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely,

Melissa Nichols

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London