Since the introduction of payments by debit / credit card in Taxis can you please confirm how many complaints have TPH/TFL received about issues related to payments by card. If possible could you please provide copies of all complaints received for the above issues.

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TfL Ref: FOI-2241-1718

Thank you for your request received by Transport for London (TfL) on 10 November asking for information about complaints.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy. I can confirm we do hold the information you require.

Unfortunately, to provide all of 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.

The information you have requested is split across two different systems due to a change from 29 June 2017. Information recorded on the older system (TCS) is more difficult to extract. TCS has a complaint reason code for card payment problems (TPH - Refusal of CC Payment), however, it is not possible to extract complaint text in a report. This is a process that can only be done manually. There are 288 complaints recorded against this reason code which we would need to manually review for relevance to your request and then compile. We estimate that this process, along with the time required to review and compile the 72 records post 29 June 2017, would exceed the cost limit.

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. For example, there are 72 records on our new recording system (Microsoft Dynamics) which can be extracted in a report using a keyword search. Although some additional time would be needed to manually review these records for relevance to your request, we expect this to be possible within the cost limit should you wish to request this data.

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

Yours sincerely

Lee Hill

Senior FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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