FOI request detail

Service delay refunds

Request ID: FOI-0871-1920
Date published: 18 July 2019

You asked

Follow-on from FOI-0839-1920: A) Why TFL failed to register my complaint of 2018 which was exactly the same problem as that you now admit to having been in place since 2017. B) The number of claims that were rejected with a customer number where part of that claim has been successful. This will hopefully give a rough idea of the number of people TfL have denied legitimate refunds to. In addition, in response to c) can you confirm that the issue has been escalated to your general counsel and head of legal and provide supporting correspondence.

We answered

Our Ref:         FOI-0871-1920

Thank you for your request received on 25 June 2019 asking for further information about service delay refunds (SDRs).

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we hold some of the information you require. You asked:

a) Why TFL failed to register my complaint of 2018 which was exactly the same problem as that you now admit to having been in place since 2017.

Please note that the above question is not a request for recorded information so has not been dealt with under the FOI Act. I understand that you have received a further response from the Customer Experience team on this issue.

b) The number of claims that were rejected with a customer number where part of that claim has been successful. This will hopefully give a rough idea of the number of people TfL have denied legitimate refunds to.

We are unable to report on this information as we are unable to distinguish the difference between claims that have been legitimately rejected as duplicate claims. There are a number of reasons that an SDR claim could be unsuccessful and we inform customers by e-mail to contact us if they think their claim should be investigated further and a refund issued.

c) Can you confirm that the issue has been escalated to your general counsel and head of legal and provide supporting correspondence.

We do not hold any correspondence as this issue was not escalated to our General Counsel / Legal team. Any such issues are escalated within the Customer Service Team up to the Customer Services Executive Team as per our complaints’ process. As this matter was regarding a SDR, it was escalated to the Managing Director of our Customers, Communication, & Technology department and an investigation was started.

If this is not the information you are looking for please feel free to contact me.

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

Yours sincerely

Gemma Jacob
Senior FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

[email protected]

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