Dear
Our ref: FOI-1789-1617
Thank you for your revised request received on 13 December 2016 asking for information about complaints against licensed taxi drivers in London. I am sorry for the delay in replying.
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.
Complaints against taxi drivers licensed by Transport for London are dealt with on a case by case basis and how we deal with such complaints will depend on the nature and severity of the complaint and the driver’s complaint history.
Complaints of a minor nature such as reports of poor customer service, will typically result in the driver being sent a letter to remind them of their obligations as a licensed driver and the standards they are expected to meet. If the complaint is of a more serious nature, such as overcharging or poor driver behaviour, we will investigate and take appropriate action. This can range from issuing an advisory letter to taking action on a driver’s licence.
Where we are unable to identify the driver or vehicle in question due to insufficient information being provided, we are unable to take further action.
The attached spreadsheet details complaints received per financial period for the last five years. We record the outcome of a complaint when the investigation is completed and the complaint is closed. Some complaints are received in one period but not closed until the following period and therefore the number of complaints received in a given period will not match the number of complaint outcomes in that period.
If this is not the information you are looking for, or if you are unable to access it for some reason, please do not hesitate to contact me.
If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.
Yours sincerely
Graham Hurt
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
