Dear Sirs, I am requesting information relating to the practices of Uber - a licensed private hire operator with TfL . ‘Please supply me with details of complaints of any nature held by you of UBL or ULL or UBV or their drivers operating in Cambridge’

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TfL Ref: FOI-2693-1718

Thank you for your request received by Transport for London (TfL) on 20 December 2017 asking for information about 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 that we hold the information you require. You asked:

“we are requesting complaints from the public made to TfL about your drivers who at the time of incident were working in Cambridge, these may have come to you directly from the public or from Uber. Details required would be a brief outline of each incident and the date of incident. We would like to see information you hold for the last twelve months.”

TfL investigates all complaints about private hire journeys involving London licensed drivers and/or vehicles, but many passengers choose to contact the operator directly in the first instance, particularly if their complaint is about a fare or another matter TfL doesn't directly regulate.

TfL receives complaints information from numerous channels ranging from local authority intelligence, Twitter, email, phone and post. We endeavour to thoroughly investigate every complaint, however in a large number of cases we may not be informed where an alleged incident took place.

In determining your request we have considered a wide range of searches to ascertain if these would provide the requested information within the ‘appropriate limit’ of £450. These include keyword searches of complaints logs; Tweets directed at the TfL TPH Twitter account and complaints for drivers residing in the Cambridgeshire area.

By undertaking a Twitter and keyword search of complaints logs we were able to identify one complaint that has been made to us referencing a TfL licensed driver reported to be operating in Cambridge. No date was provided for the incident which consisted of a damaged licensing disc.

To provide further information on complaints made against London licensed private hire drivers operating in Cambridge would require a manual review of over 110,000 records and would exceed the ‘appropriate limit’ of £450 set by the Freedom of Information (Appropriate Limit and Fees) Regulations 2004, as the information requested is not held in a reportable format and we would need to check each of the driver and vehicle records manually to record the information requested. We have estimated that manually checking this data would considerably exceed the set limit.

It should be noted that a manual search in itself may not provide full details due to the varying quality of information provided to TfL as part of a complaint.

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.

If this is not the information you are looking for, or if you are unable to access it for some reason, please do not hesitate to contact me.

Yours sincerely

Lee Hill

Senior FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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