FOI request detail

TfL Photocard Refunds

Request ID: FOI-1041-2122
Date published: 13 September 2021

You asked

How many complaints has TFL received for non activated orders which have not been refunded to the card holder? We subsequently agreed that this question relates to 1st April 2021 to-date. What is the annual total of non activated photocard payments to TFL which have not been refunded to card holders? We subsequently agreed that this question relates to 1st April 2021 to-date.

We answered

TfL Ref: FOI-1041-2122

Thank you again for your revised request which we received on 19 August 2021, asking for information about TfL photocard refunds.

Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy.  I can confirm we do hold the information you require.

Unfortunately, to provide the information you have requested would still exceed the ‘appropriate limit’ of £450 set by the Freedom of Information (Appropriate Limit and Fees) Regulations 2004. This is because it is estimated that for question 3 alone, even one month’s worth of data contains hundreds of complaints, and we would have to manually locate and review them all in order to identify those that are relevant to your request. Regarding question 5, the requested information is not readily to hand and would require the manual review of a large number of records or development of a specific report which would considerably exceed the cost limit.

In order to bring your request within the costs limit you may wish to reframe it to narrow its scope even more, or we could provide data on fares and ticketing complaints more generally.

Please note that we will not be taking further action until we receive your revised request.

In the meantime, if you have any queries or would like to discuss your request, please do not hesitate to contact me.

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

Yours sincerely

Eva Hextall
FOI Case Officer

FOI Case Management Team
General Counsel
Transport for London


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