Our Ref:          FOI-2548-1819

Thank you for your request received on 27 December 2018 asking for information about staff 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.
 
Over 4 billion journeys are made every year on our transport network and we encourage our customers to let us know when things go wrong. We take on board all the feedback we receive to help improve our services for London.
 
Regarding the number of complaints made against TfL staff, please find a summary by mode and year below:
 
Financial Year Bus* DLR** London Underground River Services/Crossings TfL Rail Total
FY14-15 34,495 50 3,009 0 n/a 37,554
FY15-16 37,049 220 2,942 0 272 40,483
FY16-17 35,424 246 3,075 0 220 38,965
FY17-18 37,490 210 3,149 29 207 41,085
FY18-19 to 31 Dec 2018 29,064 175 2,270 28 226 31,763
 
*To provide further context of what our customers complain about; the main reason for complaints on buses is ‘bus not stopping’. This is clearly frustrating for customers and can be for a number of reasons (a full bus for example).
 
We strive to continually improve our customer’s experience of travelling on our network. For example, last year we updated our driver policy on ‘’Buses not stopping’’ which sets out clear expectations for drivers when approaching and leaving a bus stop. Our bus drivers also received the ‘Hello London’ training which aim to improve our customers’ experience of our buses. Added to this we created a dedicated webpage to help our customers get the most out of our bus service. TfL’s Board regularly scrutinise complaints data through reports to the Board Customer Service and Operational Performance Panel. These reports are available here https://tfl.gov.uk/corporate/publications-and-reports/customer-service-op-performance
 
**Please note the increase in DLR complaints after the first year is because of a change in the way complaints were logged.
 
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
Senior FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London

[email protected]