Can you please confirm how many complaints have TPH/TFL received about issues related to payments by card since 29 June 2017. If possible could you please provide copies of all complaints received for the above issues.

---

TfL Ref: FOI-2662-1718 and FOI-2850-1718

Thank you for your request received by Transport for London (TfL) asking for information about complaints and reconsideration hearings.

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.

Unfortunately, to provide all of the information you have requested 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.

Whilst you have not provided a specific timeframe for FOI-2850-1718, you were advised in our response to FOI-1365-1718 that there had been 164 reconsideration hearings since 2015. Collating the requested information would require us to manually check all these records which we estimate will take approximately 10 minutes each to ascertain the reason for the decision that resulted in a reconsideration and the outcome of that reconsideration. 

The time to process your requests would increase further when we include the time required to extract and collate the complaints data requested in FOI-2662-1718. 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 this aggregation applies to any requests that are received within a sixty working day period.

We suggest that, before submitting future requests, you consider which information is of the highest priority to make best use of the processing time within the FOI Act described above. For example, you may wish to focus your request solely on FOI-2662-1718 which we estimate would be answerable within the cost limit, or you may prefer to narrow your request in FOI-2850-1718 to a more manageable period of time.

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

Back to top

---