FOI request detail

TfL account complaint

Request ID: FOI-2325-1617
Date published: 17 March 2017

You asked

Can you provide me with the complaint reference number including date of referral. it is diasppointing that TFL have been providing false information to customers and in the circumstance some form of financial retribution should be offered to compensate me for the additional time it has taken to resolve this. I am unable to have a tfl account due to data protection issues, this should not exlcude me from receiving refunds, furthermore i do not have contact telephone number ,nor am I able to contact you. I have been in discussion with both my lawyer and mayor of London's office ( who have overarching responsibility for TFL policy). Please provide me with a policy regarding refunds including the date of policy, communication routeways and a link to the publication that is available on TFL website in particular but not exclusive a copy of policy that restricts payment by cheque Request made in accordance with data protection and freedom of information legislation

We answered

TfL Ref: 2325-1617


Thank you for your email received on 19 February 2017 asking for information about our policy on refunds.

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


Unfortunately we do not hold the information you have requested as there isn’t a specific policy that addresses refunds. Information on how we refund is available on our website. If you would like to find out more please go to


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


Yours sincerely



Sara Thomas

FOI Case Management Team

General Counsel

Transport for London

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