Request regarding complaints on 463 Bus Service

Our Ref : 1006102539

Date : 04.03.2010

Mr R Thurbon

[FOI #29929 email]

Dear Mr Thurbon

Thank you for your request for information dated 01.03.2010 which was
received by Transport for London on 01.03.2010 concerning complaints made
about route 463. This request will be dealt with under the terms of the
Freedom of Information Act 2000.

We aim to deal with your request promptly and provide you with a response
by 29.03.2010.

In the meantime, if you have any queries or would like to discuss your
request, please do not hesitate to contact me.

Once again, thank you for taking the time to contact us.

Yours sincerely

Patricia Mitchell

Head of Customer Services, Surface Transport

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Our Ref: 1006102539

Date: 17.03.2010

Mr R Thurbon

[FOI #29929 email]

Dear Mr Thurbon

Re: FOI request

Thank you for your recent email to Transport for London (TfL) Customer
Services requesting information about the number of complaints received
regarding the route 463, and the nature of these complaints.

In order to process your request for information, please could you provide
a date range for the information you’re seeking? This will enable us to
effectively search our records for the information that you require.

Please note that the 20 working day deadline for responding to requests
under the Freedom of Information Act will not begin until we receive some
additional information to help clarify your request.

In the meantime, if you have any queries or would like to discuss your
request, please do not hesitate to contact me by return of email.

Yours sincerely

Duncan Fallon

Customer Services

 

Thank you for your email.  We can now confirm that this has been
received. 

 

For further information about the Surface Transport Complaints and
Feedback Policy including timescales, please see
[1]http://www.tfl.gov.uk/corporate/about-tf...

 

Problems with roadworks or other street faults? In support of the
Mayor’s Streetworks Code of Conduct to help cut congestion, please
report these issues by visiting
[2]http://www.tfl.gov.uk/roadusers/reportas...

 

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References

Visible links
1. http://www.tfl.gov.uk/corporate/about-tf...
2. http://www.tfl.gov.uk/roadusers/reportas...

Our Ref: 1006102539

Date: 23.04.2010

Mr R Thurbon

[1][FOI #29929 email]

Dear Mr Thurbon

Provision of information in full

Thank you for your recent email received by TfL on 17/03/2010. You asked
for information about the number of complaints received regarding the
route 463 from 1 January 2008 to the present date, and an explanation of
the nature of these complaints.

Your request has been considered under the requirements of the Freedom of
Information Act and I can confirm that TfL does hold the information you
require.

Please find below a table detailing complaints and queries received by
category.

Number of complaints and queries
received between 01/01/08 -
Nature of complaint 21/04/10
Staff Behaviour 114
Performance 54
Service Suggestions/Request 40
Against route change 8
Passenger Behaviour 6
Accident 4
Total: 226

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.

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.

Yours sincerely

Patricia Mitchell

Head of Customer Services

Your right to appeal

If you are dissatisfied with the way TfL has handled your information
request, you can ask us to conduct an internal review of our decision. The
internal review will be conducted by someone who was not involved in the
processing of your original request, in accordance with the complaints
procedure published on our website at [2]www.tfl.gov.uk/foi

Requests for internal review should be addressed to:

Head of Information Access and Compliance

Floor 5, Windsor House

42-50 Victoria Street

London

SW1H 0TL

E-mail: [3][email address]

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

A complaint form is available on the Information Commissioner’s Office
website at

[4]www.ico.gov.uk

Copyright

Any copyright in the material provided with this response is owned by TfL
or one of its subsidiary companies unless otherwise stated. The disclosure
of information does not give the person or organisation who receives it an
automatic right to re-use it in a way that would otherwise infringe
copyright (for example, by making copies, publishing it, or issuing copies
to the public). Brief extracts of the material may be reproduced under the
fair dealing provisions of the Copyright, Designs and Patents Act 1998
(sections 29 and 30) for the purposes of research for non-commercial
purposes, private study, criticism, review and news reporting. In respect
of use for criticism, review and news reporting, any reproduction must be
accompanied by an acknowledgement that TfL or one of its subsidiary
companies is the copyright owner.

Re-use

If you would like to re-use the information supplied with this response
please contact TfL using the details provided in the attached letter.
Requests for re-use will be considered in accordance with the Re-use of
Public Sector Information Regulations 2005.

References

Visible links
1. mailto:[FOI #29929 email]
2. http://www.tfl.gov.uk/foi
3. mailto:[email address]
4. http://www.ico.gov.uk/