follow on from 0176-1819 Thanks – what period was that during? If that is the case, what safe guards do you have to ensure that drivers who are repeated complained about are removed from duty? Also, what other driving related reasons for complaint do you have? Can you confirm the total complaints for ‘driving related’ vs. the total number of drivers? Thanks

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TfL Ref: 0365-1819 (follow on to 0176-1819)

Thank you for your request received by Transport for London (TfL) on 11 May 2018 asking for further information about bus 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 some of the information you require. You asked: Thanks – what period was that during?

If that is the case, what safe guards do you have to ensure that drivers who are repeated complained about are removed from duty?

Also, what other driving related reasons for complaint do you have?

Can you confirm the total complaints for ‘driving related’ vs. the total number of drivers?

The period was 16 May 2017 to March 31 2018. The earlier date is the date from which our new customer management system came into service and as it classifies customer queries in a different way to our previous system, making direct comparisons difficult.

All complaints reported to us about bus drivers are passed on to the private operators who employ them so that they can be followed up such as with fact-finding interviews and further investigation where necessary. If drivers are found to have acted with gross misconduct, they will be dismissed. As with any investigation, the complaint must also be proven for action to be taken against drivers. We also undertake independent monitoring of driver performance to assure ourselves that the standard of technical driving remains high. From the customer perspective, we also conduct Mystery Traveller and Customer Experience surveys to assure ourselves that the service given is to the standard expected. Where significant issues are found, these are referred to the bus operators for investigation. So there are a number of safe guards to ensure drivers adhere to the professional standards expected.

There are around 26,000 bus drivers and the London bus network provides just over 6 million journeys per day or 2.3 billion trips a year. There is a strong focus in bus driving training to improve safety and the customer experience offered to the public.

Please see the table below which contains the complaint comment types and complaint numbers since May last year.

Refusal to Stop	8045
Poor/Dangerous Driving	5282
Customer Service	4843
Inappropriate Behaviour	4300
Offensive Behaviour	1523
Refuse Pick Up	1391
Injury to person (Claim)	1378
Refusal to open Doors	1350
Other	894
Fares Issue	805
Time to Board/Alight	506
Intimidating/Threatening Behaviour	327
Refusal to Admit Wheelchair	278
Inadequate announcements	271
Devious/Unplanned Route	271
Dangerous driving	258
Engine Left Running with no explanation	208
Driving too close to Cyclist	192
Knowledge/Information	183
Late arrival	176
Refusal to Admit Pushchair	166
Refusal to lower bus	131
Assault	123
Not keeping with the pace of traffic	108
Stopping at empty bus stops for too long	100
Not asking to Clear Wheelchair Bay	97
Racial/Homophobic Abuse	96
No help when other passengers are a threat to safety	82
Prejudice / Discrimination	78
Allowing too many buggies to board	64
Fare Refusal	60
Switching drivers in peak hours	57
Letting people board when full	53
Violent Behaviour	50
Appearance	47
Injury	44
Disability Discrimination (DDA)	22
Doors closing too quickly	21
Sexual Harassment	8
Best route	7
Accessibility	7
Attitude/Rude Behaviour	6
Staff	4
Complaint	3
Bus Issue	3
Hazard for potential accident	3
Gaps in Service/Long Waits	2
Guide Dog Refusal	2
Crowding on-board	2
Concerns	2
Staff error	1
Location	1
Bus Routes	1
Vehicle Damage (Claim)	1
Noise - Non-PA	1
Missing Touch	1
Adding a Contactless card	1
How to pay	1
Injury to person (No Claim)	1

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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