Our ref: FOI-0235-1718/GH

Thank you for your request received by Transport for London (TfL) on 4 May 2017 asking for information about complaints procedures.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we do hold some of the information you require.

1 A copy of TFL complaint procedures

Our complaints procedure is published on our website here: http://content.tfl.gov.uk/tfl-complaints-handling-procedure.pdf

3 details of who is the manager/operational director that oversee complaints within TFL

Vernon Everett - Managing Director, Customers, Communication and Technology.

4 details of the external independent body that oversees your complaint procedures

The details for London Travelwatch and the Local Government Ombudsman are provided on page 7 of the complaints procedures.

6 Copy of TFL complaint structure

We are not sure what you mean by ‘complaint structure’. Details of the escalations and Appeals process are on page 6 of the complaints procedures.

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

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Questions 2 and 5 are not requests for recorded information and therefore cannot be handled under the Freedom of Information Act. I have asked our Customer Service team to reply to you separately on these points.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London