Uber complaints
Request ID: FOI-1660-1718
Date published: 30 November 2017
You asked
Over the last five years four months since this company have been licensed could you please provide me with the number of complaints made about this company and its drivers.
If you have a yearly breakdown also if possible
We answered
TfL Ref: FOI-1660-1718
Thank you for your request received by Transport for London (TfL) on 27 September 2017 asking for information about Uber complaints.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our Information Access Policy. You asked:
Over the last five years four months since this company have been licensed could you please provide me with the number of complaints made about this company and its drivers.
If you have a yearly breakdown also if possible.
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.
We have estimated that it will exceed more than 18 hours to locate, retrieve and compile the information you requested as complaints are made through a number of channels and not all complaints related to Uber are recorded or listed in specific categories. Your request for information about complaints made against Uber would involve doing a manual search of all complaints that mention Uber which were received via email, twitter and other communication channels.
As this overall cost exceeds the £450 limit, we are therefore applying Regulation 5(1) of the Freedom of Information (FOI) and Data Protection (Appropriate Limit and Fees) Regulations 2004.
Please note any further requests that we receive within a 60 working day timeframe may also be subject to consideration under Section 12 of FOI.
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,
Melissa Nichols
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
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