FOI request detail

Bus Driver Complaints in 2023

Request ID: FOI-0603-2425
Date published: 07 June 2024

You asked
Dear Transport for London, Please pass this on to the person who conducts Freedom of Information reviews. I am writing to request an internal review of Transport for London's handling of my FOI request 'Bus Driver Complaints in 2023'. Thank you for providing the number of complaints by type - it was impressively comprehensive. You state that "Information on complaints leading to disciplinary action is not held by us as that is between the bus operator and the employee". Presumably each bus operator is required to submit an annual summary of how they dealt with complaints - please release this information for 2023 (or nearest annual reporting period) by operator in as much detail as you have. A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/bus_driver_complaints_in_2023

We answered

TfL Ref: FOI-0603-2425

Thank you for your email of 20th May 2024.

Your request for recorded information has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. 

Specifically you asked the following, further to case reference FOI-0223-2425:

“Thank you for providing the number of complaints by type - it was impressively comprehensive. You state that "Information on complaints leading to disciplinary action is not held by us as that is between the bus operator and the employee". Presumably each bus operator is required to submit an annual summary of how they dealt with complaints - please release this information for 2023 (or nearest annual reporting period) by operator in as much detail as you have.”

I am afraid that TfL does not hold the requested information. Bus operators do not submit an annual summary of how they deal with complaints to TfL. The requested information is therefore not held.

For more general information on bus performance monitoring – including in relation to  Customer Satisfaction – please see the following pages of our website:

https://tfl.gov.uk/corporate/publications-and-reports/buses-performance-data

https://tfl.gov.uk/forms/14144.aspx

https://tfl.gov.uk/corporate/publications-and-reports/bus-operator-league-tables

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

Yours sincerely,

David Wells
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

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