TfL Ref: FOI-1999-1617
Thank you for your email received by us on 16 January 2017 asking for information about Complaints relating to TfL Services. Please accept my apologies for the delay in responding to you.
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.
Please see the attached spreadsheet, showing the number of complaints for each of our services that we received each year between 11 December 2011 and 10 December 2016. The data is recorded by financial year, not calendar year and so data for 2011/12 is presented from 11 December 2011- 31 March 2012, covering Periods 10-13 of our financial year, and data for 2016/17 covers Periods 1-9.
Data on the number of complaints received per 100,000 journeys on each of our services is published in our Quarterly Performance Reports at https://tfl.gov.uk/corporate/publications-and-reports/quarterly-progress-reports
There are 31 million journeys on our network every day. We listen to, and act upon, feedback and complaints to constantly improve our services and work with communities, representative groups, businesses and many other stakeholders to shape transport provision in London.
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
Paulina Tuffour
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
