How many Uber customers who have had their accounts hacked or reported fraudulent activity have contacted TFL over the last 18 months?

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TfL Ref: FOI-2200-1718, FOI-2201-1718, FOI-2203-1718, FOI-2298-1718, FOI-2367-1718 and FOI-2374-1718

Thank you for your requests asking for correspondence and complaint data.

Your request have been considered in accordance with the requirements of the Freedom of Information Act and our Information Access Policy. I can confirm that we hold some of the information you require.

Unfortunately, to provide all of the information you have requested in the above six requests 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.

Your requests cover various different aspects of correspondence, some of which is in relation to specific subjects and some of which is not on any specific subject. In addition you have asked for information in relation to complaints received over an 18 month period.

We have determined that there are thousands of emails, tweets and complaints that would need to be reviewed to get the information needed to answer your request.. Many of these are likely to be not relevant, duplicates, due to emails being repeated within email chains, as well as emails being forwarded internally for discussion during this time period. Therefore the actual amount of correspondence covered by your requests will be a sub-set of these hits. However, locating those that are relevant would require us to manually review all of them to determine whether the email, or email chain, is relevant to your request and then we would need to extract and compile all of those that meet your request

We have therefore estimated that it would considerably exceed the cost limit to provide a response to your requests. 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. As we are issuing a refusal notice in relation to the aggregated cost limit you may wish to revise your requests and prioritise which information you require within the 18 hour limit, ensuring your request is specific as possible, including keywords to search on where applicable, to allow for a more targeted search.

Please note that under Regulation 5(2) of the Data Protection and Freedom of Information (Appropriate Limits and Fees) Regulations 2004, we are permitted to aggregate requests where they relate to any extent to the same or similar information, and we consider that this is the case with your requests. This aggregation applies to any requests that are received within a sixty working day period. I think it is only fair to inform you that, once we receive your clarification, if we process your requests up to the cost limit of £450, then we would not be obliged to respond to any similar FOI requests for a period of sixty working days. However, this would not apply to requests for unrelated information.

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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