Complaints Answered Within 10 Working Days as Per Complaints Policy
Request ID: FOI-1628-2122 Date published: 04 November 2021
You asked
I would like to make a request under the Freedom of Information Act as to how many complaints received by Transport for London about Bus operations and bus operators have been answered and resolved within the 10 working days stated in TfL's complaints policy between 20 March 2020 and 22 October 2021. This includes those complaints which were acknowledged within that time, but were not actually resolved.
We answered
TfL Ref: FOI-1628-2122
Thank you for your request received by Transport for London (TfL) on 25th October 2021 asking for information about bus related complaints.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked:
“I would like to make a request under the Freedom of Information Act as to how many complaints received by Transport for London about Bus operations and bus operators have been answered and resolved within the 10 working days stated in TfL's complaints policy between 20 March 2020 and 22 October 2021. This includes those complaints which were acknowledged within that time, but were not actually resolved.”
I can confirm that we hold the information you require.
In the period 22nd March 2020 to 22nd October 2021 TfL received 97,509 bus-related complaints. Of these, 79.8% (77,770 cases) were either closed within 10 days or were still open but remained within 10 days of receipt.
If this is not the information you are looking for 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
