FOI request detail

staff complaints

Request ID: FOI-1848-1920
Date published: 10 October 2019

You asked

I would be interested to know the following; * the number of formal complaints made again staff * who many or % that were upheld * how many disciplinary actions taken * how many resulted in dismissal

We answered

TfL Ref: FOI-1848-1920

Thank you for your email which we received on 19 September asking for information about staff complaints.

Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and TfL’s information access policy.

Unfortunately, to provide the 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 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 would significantly exceed the cost limit to provide a response to your current request. We have received 789 complaints about London Underground station staff this financial year so far (1 Apr 2019 to 28 Sep 2019 ). Whilst all station staff are committed to providing a high-quality service, sometimes they may not meet people’s expectations. To put it into context, London Underground serves 270 stations, handles up to five million passenger journeys a day and over 1.3bn journeys a year. The complaints we receive are passed to the relevant area managers or HR, depending on their nature, so they can be investigated and acted on. However, in order to ascertain the outcome of each complaint, we would have to individually review each one, and record the outcome.  To provide this for 3 years would be a substantial task.

To help bring the cost of responding to your request within the £450 limit, you may wish to consider narrowing its scope so that we can more easily locate, retrieve and extract the information you are seeking. If you want to refine your request or make a Freedom of Information Act request in future, please bear in mind that the Freedom of Information Act allows you to request recorded information held by Transport for London. You should identify the information that you want as clearly and concisely as you can, specifying the types of document that you are looking for. You might also consider limiting your request to a particular period of time, geographical area or specific departments of TfL.

Although your request can take the form of a question, rather than a request for specific documents, TfL does not have to answer your question if it would require the creation of new information or the provision of a judgement, explanation, advice or opinion that was not already recorded at the time of your request.

Please note that we will not be taking further action until we receive your revised request.

In the meantime, if you have any queries or would like to discuss your request, please feel free to contact me.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely

Eva Hextall

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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