FOI request detail

Uber operator complaints genre breakdown

Request ID: FOI-0896-2021
Date published: 23 September 2020

You asked

Good morning, I would like to make an FOI if possible regarding an Operator that is licensed by TFL. (TFLTPH) Regarding the 597,881 that were received regarding 'Uber London Ltd' between 1/12/18 and 31/5/2019 and the 27,799 complaints that were not in relation of passenger safety. Could you give me what genre(s) of the remaining 570,082 complaints fell into? Over the last few days I have been researching the complaints on Uber's twitter handle and the Trustpilot reviews website. And I have come across a high volume of complaints regarding Uber's pricing/payment processing methods. For example :- (1) Unwarranted cancellation charges (2) Consumers suffering x2 transactions (3) Consumers Uber accounts being compromised (4) Extortionate charging (5) Uber drivers charging for trips without the consumer in the vehicle (6) Uber drivers coercing consumers to cancel prebooking's in order to gain a cancellation fee. (7) Uber drivers receiving cash payments instead or in addition of prebooking's made by consumers. Obviously there will be other genres of complaints that the remaining 570,082 fall into but I would like to remain largely focused on this genre for the purpose of this request.

We answered

TfL Ref 0896-2021

Thank you for your request received by Transport for London (TfL) on 24 August 2020 asking for information about Uber complaints.

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

Unfortunately we do not hold the information you have requested. The complaints statistics you have asked about were provided to TfL by Uber London Limited (ULL).   We referred to these statistics in our licensing decision letter to ULL in November 2019, following ULL’s application for the renewal of a private hire vehicle operator’s licence. The complaints statistics refer to complaints received by ULL (not TfL).  TfL therefore does not hold information on the breakdown of the complaints or the internal categorisation of those complaints used by ULL.  You may wish to contact ULL to ask for this information direct.

London licensed private hire operators are required to notify us within 14 days of receiving a serious complaint or after having dismissed a driver.  Further information regarding this regulation can be found on our website:

The impact of current circumstances on TfL’s resources means we are not able to answer FOI requests readily and we ask that you please do not make a request to us at present.

Answering FOI requests will require the use of limited resources and the attention of staff who could be supporting other essential activity. In any event, please note that our response time will be affected by the current situation.

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

Yours sincerely

Sara Thomas

FOI Case Management Team

General Counsel

Transport for London

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