TfL Ref: FOI-2508-1617

Thank you for your email received by us on 13 March 2017 asking for information about bus complaints. I apologise for the delay in replying to you.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our Information Access Policy. You asked for:

I would like to request data on the number of complaints and if possible, the data of the complaints such as the actions TfL took to resolve the complaints for the following bus routes: 142, 258, H11,H13.

Please find attached the information you requested. We are unable to provide actions taken to resolve complaints as this is dealt with by the bus companies themselves.

Please note that in accordance with TfL’s obligations under the Data Protection Act 1998 (DPA) some personal data has been removed, as required by section 40(2) of the FOI Act. This is because disclosure of this personal data would be a breach of the DPA, specifically the first principle of the DPA which requires all processing of personal data to be fair and lawful. It would not be fair to disclose this personal information when the individuals have no expectation it would be disclosed and TfL has not satisfied one of the conditions of Schedule 2 of the Data Protection Act which would make the processing ‘fair’.

I would also like to request a copy of documents relating to overall statistics of the following bus companies: London Sovereign & Arriva London.

We publish performance statistics on our website, although these are by route, not operator:

https://tfl.gov.uk/forms/14144.aspx

We also publish operator league tables online which show how each operator is ranked compared to all others, their performance standards, and the comparison to the previous year:

https://tfl.gov.uk/corporate/publications-and-reports/bus-operator-league-tables)

These reports are updated quarterly after performance data is finalised and the relevant statistics obtained.

In accordance with section 21 of the FOI Act, TfL is not obliged to supply you with a copy of the requested information as it is already accessible to you elsewhere.

If this is not the information you are looking for, or if you are unable to access it for some reason, please feel free 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,

Melissa Nichols

FOI Case Officer

FOI Case management Team

General Counsel

Transport for London