Our Ref:          FOI-2521-1718

Thank you for your request received on 3 December 2017 asking for information about bus 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.

London’s bus network is one of the largest in the world, delivering 2.4 billion journeys a year, comprising 9,000 vehicles and employing more than 24,500 drivers. Complaints data, along with the results of independent monitoring, is shared with the bus operators to understand areas where we can improve and also informs us about where to focus future driver training and customer service initiatives.

All bus companies contracted to operate TfL services have investigative processes and disciplinary procedures to manage driver conduct issues. All would include the ultimate sanction of dismissal for actions amounting to gross misconduct. We expect all complaints to be followed up and independently assure ourselves as the standard of driving and customer service by carrying out driving quality monitoring, and customer satisfaction and mystery traveller surveys.

You asked for:

For each of the following bus services -112, 232,189,102, C11 - please state the number of complaints received for each of the following years - 2014, 2015, 2016, 2017.

Please state the top 5 complaints for each bus service.
Please find the requested information below, please note that during May 2017 we were transitioning from our old case record management (CRM) (SAP CRM) system to the current CRM (Microsoft Dynamics) which is why there are differences in the recorded data.

SAP CRM Data (Jan 2014 – May 2017)
Bus Route / Year Number of Complaints
2014 692
102 161
Staff 88
Service Performance 35
Accidents, Safety and Security 9
Stops, Shelters & Stations 8
Changes to Routes 7
Information, Publicity, Countdown 6
Accessibility 3
Vehicle 2
Oyster, Fares and Ticketing 1
CCTV Footage 1
Lost Property 1
112 185
Service Performance 127
Staff 42
Vehicle 5
Stops, Shelters & Stations 4
Make a Claim 3
Accidents, Safety and Security 2
Changes to Routes 1
Information, Publicity, Countdown 1
189 94
Staff 52
Service Performance 11
Accidents, Safety and Security 9
Accessibility 6
Changes to Routes 4
Stops, Shelters & Stations 3
Make a Claim 3
Lost Property 3
Vehicle 2
Information, Publicity, Countdown 1
232 86
Staff 37
Service Performance 35
Accidents, Safety and Security 5
CCTV Footage 3
Lost Property 1
Oyster, Fares and Ticketing 1
Stops, Shelters & Stations 1
Changes to Routes 1
Accessibility 1
Information, Publicity, Countdown 1
C11 166
Staff 103
Service Performance 33
Accidents, Safety and Security 12
Information, Publicity, Countdown 5
Stops, Shelters & Stations 4
Changes to Routes 3
Accessibility 3
Vehicle 1
Oyster, Fares and Ticketing 1
Lost Property 1
2015 550
102 123
Staff 64
Service Performance 30
Accidents, Safety and Security 17
Accessibility 4
Vehicle 2
Information, Publicity, Countdown 2
Oyster, Fares and Ticketing 2
CCTV Footage 1
Stops, Shelters & Stations 1
112 100
Service Performance 53
Staff 35
Accidents, Safety and Security 5
Information, Publicity, Countdown 3
Stops, Shelters & Stations 2
Changes to Routes 1
Advertising 1
189 84
Staff 54
Service Performance 19
Accidents, Safety and Security 4
Stops, Shelters & Stations 2
Accessibility 2
Changes to Routes 1
Vehicle 1
Information, Publicity, Countdown 1
232 75
Staff 35
Service Performance 31
Stops, Shelters & Stations 4
Accidents, Safety and Security 3
Information, Publicity, Countdown 2
C11 168
Staff 107
Service Performance 35
Accidents, Safety and Security 12
Accessibility 6
Information, Publicity, Countdown 2
Stops, Shelters & Stations 2
Vehicle 2
Oyster, Fares and Ticketing 2
2016 619
102 164
Staff 101
Service Performance 43
Stops, Shelters & Stations 7
Accidents, Safety and Security 7
Information, Publicity, Countdown 2
Changes to Routes 1
Accessibility 1
Vehicle 1
Lost Property 1
112 83
Staff 39
Service Performance 38
Accidents, Safety and Security 3
Vehicle 2
Changes to Routes 1
189 117
Staff 87
Accidents, Safety and Security 11
Service Performance 6
Vehicle 5
Accessibility 4
Stops, Shelters & Stations 4
232 99
Staff 51
Service Performance 39
Vehicle 2
Lost Property 2
Accidents, Safety and Security 2
Information, Publicity, Countdown 2
Stops, Shelters & Stations 1
C11 156
Staff 107
Service Performance 21
Accidents, Safety and Security 10
Stops, Shelters & Stations 5
Vehicle 5
Oyster, Fares and Ticketing 2
Information, Publicity, Countdown 2
Accessibility 2
Changes to Routes 1
Lost Property 1
2017 268
102 61
Staff 38
Service Performance 14
Accidents, Safety and Security 6
Stops, Shelters & Stations 1
CCTV Footage 1
Oyster, Fares and Ticketing 1
112 60
Service Performance 38
Staff 18
Oyster, Fares and Ticketing 1
Accidents, Safety and Security 1
Accessibility 1
Lost Property 1
189 34
Staff 21
Accidents, Safety and Security 4
Service Performance 3
Changes to Routes 2
Stops, Shelters & Stations 1
Vehicle 1
Lost Property 1
Oyster, Fares and Ticketing 1
232 40
Service Performance 18
Staff 18
Accidents, Safety and Security 2
Vehicle 1
Stops, Shelters & Stations 1
C11 73
Staff 53
Service Performance 11
Vehicle 3
Accessibility 3
Accidents, Safety and Security 2
Information, Publicity, Countdown 1
Grand Total 2129

MSD Data (May 2017 – Dec 2017)
Bus Route / Year Unique Complaints
2017 
102 153
Staff 71
Service performance 35
Travel information and updates 16
Accidents, safety and security 12
Built environment (on and off-board) 10
Service Info and publicity 6
Engineering works, events and closures 1
Natural environment 1
TfL Website and Contact Centre 1
112 201
Service performance 142
Staff 36
Accidents, safety and security 8
Travel information and updates 7
Built environment (on and off-board) 5
Service Info and publicity 3
189 83
Staff 49
Travel information and updates 8
Built environment (on and off-board) 7
Accidents, safety and security 7
Service performance 6
TfL Website and Contact Centre 2
Lost Property 2
Service Info and publicity 2
232 112
Staff 50
Service performance 43
Travel information and updates 7
Built environment (on and off-board) 5
Accidents, safety and security 5
Lost Property 1
Service Info and publicity 1
C11 178
Staff 91
Service performance 47
Travel information and updates 11
Accidents, safety and security 10
Built environment (on and off-board) 9
Service Info and publicity 7
Natural environment 2
Engineering works, events and closures 1
Grand Total 727

If this is not the information you are looking for please feel free to contact me.

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

Yours sincerely

Gemma Jacob
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

[email protected]