TfL Ref: FOI-1540-2425
Thank you for your revised request which we received on 15 August 2024, asking for information about complaints.
Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy.
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.
How many complaints were raised from January 1, 2024, to date, and how many were addressed within TfL's committed time frame of 10 working days?
A total of 567,564 complaints were raised, 524,475 addressed within 10 working days (92.4%), between 01/01/2024 and 17/08/2024.
How many complaints did TFL investigate in total, compared to those resolved with a single email?
Unfortunately, to provide this information would exceed the ‘appropriate limit’ of £450 set by the Freedom of Information (Appropriate Limit and Fees) Regulations 2004. Under section 12 of the FOI Act, we are not obliged to comply with a request if we estimate that the cost of determining whether we hold the information, locating and retrieving it and extracting it from other information would exceed the appropriate limit. This is calculated at £25 per hour for every hour spent on the activities described.
In order to report on this, we would have to manually review all the cases. This would be a time-consuming process that would considerably exceed the cost limit. However, I can confirm that it’s expected to be around the 6-10% range for investigations.
To help bring the cost of responding to your question within the £450 limit, you may wish to consider refining your request to concentrate on matters which are important to you. For example, you may find it more beneficial to ask specific questions or request specific documents which are less likely to lead to such a significant volume of information requiring review.
What governance mechanisms does TFL have in place to ensure adherence to its complaints handling commitments?
We have a robust complaint handling procedure in place, that outlines our commitments to customer service. It defines our standards of communication on how we handle customer contacts, and our escalation procedures. Please see here: https://content.tfl.gov.uk/tfl-complaints-handling-procedure.pdf
Our complaints handling procedure has been updated in accordance with guidelines published by the industry regulator, the Office of Rail and Road (ORR), as a condition of the operating licences for London Underground, London Overground and TfL Rail services.
Customers who are not satisfied with our resolution or response to their complaint may refer the issue to London Travel Watch, the Rail Ombudsman, or the Local Government Ombudsman.
https://content.tfl.gov.uk/tfl-complaints-handling-procedure.pdf
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
Eva Hextall
FOI Case Management Team
General Counsel
Transport for London
