Complaints process
Request ID: FOI-1440-1920
Date published: 15 August 2019
You asked
Please accept this as a FOI request to provide the complaints process for customer service contact staff from members of the public
We answered
TfL Ref: FOI-1440-1920
Thank you for your email of 14th August 2019 asking for information about our complaints handling processes.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked:
“Please accept this as a FOI request to provide the complaints process for customer service contact staff from members of the public.”
TfL’s Complaints Handling Procedure is published on our website here:
http://content.tfl.gov.uk/tfl-complaints-handling-procedure.pdf
In accordance with section 21 of the FOI Act, we are not obliged to supply you with a copy of the requested information as it is already accessible to you elsewhere.
If this is not the information you are looking for, or if you are unable to access it for any reason, 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,
David Wells
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
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