Our ref: FOI-0707-1718/GH

Thank you for your request received by Transport for London (TfL) on 19 June 2017 asking for information about Santander Cycles.

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 the information you require.

- The number of bikes stolen and never returned to a bay

A total of 32 bikes have been recorded as stolen. The yearly breakdown is below:

- How many claims are made by customers claiming their codes were used without their knowledge.

We do not record such incidents in a way which we can readily identify these. We would therefore need to look at every occasion where a customer reported something as stolen and then read each one to see if it was relevant to your request. The work required to do this would exceed the ‘appropriate limit’ of £450 set by the Freedom of Information (Appropriate Limit and Fees) Regulations 2004.

Under section 12 of the FOI Act, we are not obliged to comply with requests if we estimate that the cost of determining whether we hold the information, locating and retrieving it and extracting it from other information would exceed the appropriate limit. In this instance, we estimate that the time required to answer your request would exceed 18 hours which, at £25 per hour (the rate stipulated by the Regulations), exceeds the ‘appropriate limit’.

However, we can advise that release codes only remain valid for 10 minutes. They can only be used for one bike and only at the terminal that they were purchased. Therefore we estimate that the number of such claims would be very low.

If this is not the information you are looking for 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.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London