Our ref: FOI-1800-2425

Thank you for your request received by Transport for London (TfL) on 02 September 2024 asking about taxi and private hire complaints.

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 asked:

Could you please provide the detailed information regarding complaints, including the nature, steps taken, outcomes, and resolutions, for the period from 2022 to 2024 only?

As mentioned previously, to provide the detailed information you have requested, particularly ‘steps taken, outcomes, and resolutions’ of all Taxi & Private Hire complaints, we would need to manually look into each complaint to compile the information you have requested.

For the time period you specified (2022 to 2024) more than 14,000 complaints were received. 

To examine these complaints and provide the detailed information you have requested 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 requests 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. In this instance, we estimate that the time required to answer your request would exceed 18 hours which, at £25 per hour (the rate stipulated by the Regulations), exceeds the ‘appropriate limit’.

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

Yours sincerely,

Tahsin Prima

FOI Case Officer

General Counsel

Transport for London