I make a freedom of information request regarding the number of complaints/requests/general correspondences that are answered within you given deadline of 56 days. I shall make this more specific if required, I imagine you do.

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Our ref: FOI-1542-1920/GH

Thank you for your request received by Transport for London (TfL) on 21 August 2019 asking for information about the number of complaints/requests/general correspondence that are answered within you given deadline of 56 days.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we do hold the information you require.

You have asked for the number of complaints/requests/general correspondences that are answered within the “deadline of 56 days”.  To clarify, this response timeframe does not apply to complaints or general correspondence.  The only items of correspondence that we are required to respond to within 56 days are representations against parking penalty charges, where legislation prescribes that we must, before the end of 56 days beginning with the date on which we receive representations:

• Consider representations received in time;

   

• Decide whether to accept or reject them;

   

• Serve on the person who made the representations:

   

  • A Notice of Acceptance, if we accept them; or

     

  • A Notice of Rejection and a Notice of Appeal form, if we do not accept them

If we fail to respond within 56 days, we will be deemed to have accepted the grounds in question and will cancel the Notice to Owner (where the Penalty Charge Notice was served at the scene) or the Penalty Charge Notice (where this was served by post) and refund any sums paid.

Please note, this is not applicable to Congestion Charging representations, which we are not required by legislation to respond to within a specific timeframe.  However, where a Congestion Charge representation was received in time, we do endeavour to issue a Notice of Rejection/Acceptance as soon as possible.

That said, we do record whether we respond to complaints/enquiries generally within timescales (the timescales themselves vary depending on the topic, but are generally 10 days). Please see the table below showing whether or not we achieved the SLA (Service Level Agreement).

Financial Year	FY2015/16	FY2015/16	FY2016/17	FY2016/17	FY2017/18	FY2017/18	FY2018/19	FY2018/19	FY2019/20	FY2019/20
SLA Status	Inside SLA	Outside SLA	Inside SLA	Outside SLA	Inside SLA	Outside SLA	Inside SLA	Outside SLA	Inside SLA	Outside SLA
Completed Cases	407,462	88,493	298,063	175,239	404,422	66,219	480,110	105,488	217,501	67,398

If this is not the information you are looking for, please do not hesitate to contact me.

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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