Copies of all correspondence TFL has received and sent concerning the 'please hold on' bus message and any reports it has written. If privacy concerns are to be used to refuse some parts of this request I ask that personal information is redacted so that the material can be released.

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TfL Ref: FOI-4425-1718 and FOI-4426-1718

Thank you for your request received by Transport for London (TfL) on 2 February 2018 asking for copies of complaints and correspondence.

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 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

We do not have a specific complaints category that would easily allow us to report on the specific information you require. To locate the information you have requested, we would need to conduct a search of our customer services database using multiple generic keywords that potentially fit within the scope of your request, these would likely include terms like ‘message’, ‘announcement’, ‘information board’ and ‘recording’, as well as others such as ‘Thought of the day’. It would be difficult to determine exactly when all relevant information had been located due to the nature in which we would need to search for it. These results would each need to be manually reviewed to determine whether they are caught by your request. We would then need to manually collate any responses we had sent in relation to the bus announcement to complete your request.

We estimate that the amount of information we would need to review would be sufficiently excessive as to exceed the cost limit. To help bring your request within the cost limit, you may wish to focus your request on one specific topic and/or identify the specific keywords you are interested in, as well as specify a more narrowed period of time. Please also be aware that requests covering a large volume of complaints may also raise concerns about the burden that would arise from reviewing and redacting any personal data contained within the correspondence.

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

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