Dear sir or madam. I have one question about page 79 in your Customer service and operational performance report http://content.tfl.gov.uk/customer-service-and-operational-performance-report-2018-19-q4.pdf Do these numbers come from this webform on your homepage? https://tfl.gov.uk/help-and-contact/contact-us-about-buses?fbclid=IwAR1UBhmhtxTlK7LXwks40vAgaaqxciyjUwjg7zPLO_kvBhJmAQ23JHOmNAI

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TfL Ref: 1724-1920

Thank you for your request received by Transport for London (TfL) on 9 September 2019 asking for information about bus complaint statistics.

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.

The data from the figures shown on page 79 in your Customer service and operational performance report: http://content.tfl.gov.uk/customer-service-and-operational-performance-report-2018-19-q4.pdf you have asked about are based on how the cases are coded in our customer record management system. Cases can be created via telephony, email or via our webforms on our home page. Customer service advisers will then record the details of the enquiry/complaint and correctly code them to the relevant mode.

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

Sara Thomas

FOI Case Management Team

General Counsel

Transport for London

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