Dear A Jama
TfL Ref: FOI-0724-1718
Thank you for your email received by us on 21 June 2017 asking for information on complaints about Quality Line bus drivers.
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:
“…I would like to know how many complaint from the public/passengers about bus drivers of QUALITY LINE were made in the last two years specifically for;
Drivers failing to pick up passengers from the stops. And using bad language and aggressive behaviour towards the passengers or members of the public. …”
The figures below are for the two-year date range from 31 May 2015 to 30 May 2017.
Please note that the reason codes differ slightly to the categories stated in your request.
| Reason Code | Number of Complaints |
| Driver - Refusal to Stop/Open Doors | 391 |
| Driver - Offensive/Inappropriate Behaviour | 130 |
| Driver - Violent Behaviour | 5 |
| Total | 526 |
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 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
Paulina Tuffour
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
