Request ID: FOI-4395-2324 Date published: 27 March 2024
You asked
1. Please disclose the number of complaints and their nature against London Underground drivers since 2020. Please break this down by month and, if possible tube line.
2. 1. Please disclose the number of complaints and their nature against London Bus drivers since 2020. Please break this down by month and, if possible borough/area of London.
Generally If you can identify any ways that my request could be refined I would be grateful!
We answered
Our Ref: FOI-4395-2324
Thank you for your request received on 2 March 2024 asking for information about London Underground train operator and bus driver complaints.
Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy. I can confirm that we hold some of the information you require. Customer demand continues to increase with 2,485 million journeys year-to-date compared with 2,285 million last year. In November last year, the Tube recorded the busiest day since the pandemic with over four million journeys. We listen to all complaints, treat them seriously, resolve them as quickly as possible and learn from them so that we can continue improving our service. We will take undertake any necessary remedial action on issues raised with us. Any complaints about our colleagues or operators of our service will be followed up in line with our respective policies and procedures. For any complaints we receive in which a customer has experienced or witnessed a crime on our network, they are also encouraged to report it to the British Transport Police or the Metropolitan Police Service. We make a substantial investment in front line policing to help improve safety on our services. We have been funding dedicated policing on rail, tube and bus services in London over a long period, and our relationship with the police is such that we work closely to deliver shared objectives such as tackling violence and hate crime, often deploying jointly to locations and times which are higher risk for offences. We have over 500 TfL operations officers with enforcement powers, and they all receive hate crime training. Our operations officers are uniformed and will act if they ever witness unacceptable behaviour, targeting offenders and supporting victims. Quarterly customer service and operational performance reports are published on our website: https://tfl.gov.uk/corporate/publications-and-reports/customer-service-op-performance
You asked for:
1. Please disclose the number of complaints and their nature against London Underground drivers since 2020. Please break this down by month and, if possible tube line. 2. Please disclose the number of complaints and their nature against London Bus drivers since 2020. Please break this down by month and, if possible borough/area of London.
Please find the requested information attached. Please note that we do not hold information on which borough/area the complaint was made.
If this is not the information you are looking for, or if you are unable to access it for any reason, please do not hesitate 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
