No of complains received on bus services

The request was successful.

Tomas Hutchinson

Dear Transport for London,

I would like to request data on the number of complaints and if possible, the data of the complaints such as the actions TfL took to resolve the complaints for the following bus routes: 142, 258, H11,H13.

I would also like to reauest a copy of documents relating to overall statistics of the following bus companies: London Sovereign & Arriva London.

Yours faithfully,
Tomas Hutchinson

Tomas Hutchinson

Dear Transport for London,

Im Just wondering if you have received this request?

Yours faithfully,
Tomas Hutchinson

FOI, Transport for London

Dear Mr Hutchinson,

TfL Ref: FOI-2508-1617

Thank you for your FOI request received by Transport for London (TfL) on 13 March 2017 asking for information about bus complaints.

Your request will be processed in accordance with the requirements of the Freedom of Information Act and our information access policy.

Your request will be processed by TfL and its subsidiaries to provide you with a response in accordance with the Freedom of Information Act 2000 and our information access policy.

A response will be sent to you by 11 April 2017. We publish a substantial range of information on our website on subjects including operational performance, contracts, expenditure, journey data, governance and our financial performance. This includes data which is frequently asked for in FOI requests or other public queries. Please check http://www.tfl.gov.uk/corporate/transpar... to see if this helps you.

We will publish anonymised versions of requests and responses on the www.tfl.gov.uk website. We will not publish your name and we will send a copy of the response to you before it is published on our website.

In the meantime, if you would like to discuss this matter further, please do not hesitate to contact me.

Yours sincerely,

Melissa Nichols
FOI Case Officer

FOI Case Management Team
General Counsel

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Tomas Hutchinson

Dear Transport for London,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Transport for London's handling of my FOI request 'No of complains received on bus services'.

As stated in your reply, a reply was expected by 11th april. It has been a month since your reply was due. I have not yet received a reply. There has also been no reply to tell me of any delay in the processing of my request.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/n...

Yours faithfully,

Tomas Hutchinson

FOI, Transport for London

Dear Mr Hutchinson

 

TfL Ref:          IRV-019-1718

 

Thank you for your request for an internal review which was received on 10
May 2017.

 

You have stated that you are dissatisfied with the handling of your
request for information under the Freedom of Information Act.

 

The review will be conducted by an internal review panel in accordance
with TfL’s Internal Review Procedure, which is available via the following
URL:

 

[1]http://content.tfl.gov.uk/internal-revie...

 

Every effort will be made to provide you with a response by 8 June 2017.
However, if the review will not be completed by this date, we will contact
you and notify you of the revised response date as soon as possible.

 

In the meantime, if you would like to discuss this matter further, please
feel free to contact me.

 

Yours sincerely

 

Gemma Jacob

Information Access Advisor

FOI Case Management Team

General Counsel

Transport for London

 

[2][TfL request email]

 

 

 

 

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Tomas Hutchinson

Dear FOI,

I am not satisfied with the handing of this internal review as I have had no acknowledgement. Can you please tell me what is going on?

Yours sincerely,

Tomas Hutchinson

FOI, Transport for London

2 Attachments

Dear Mr Hutchinson,

 

TfL Ref: FOI-2508-1617

 

Thank you for your email received by us on 13 March 2017 asking for
information about bus complaints. I apologise for the delay in replying to
you.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and our Information Access Policy. You
asked for:

 

I would like to request data on the number of complaints and if possible,
the data of the complaints such as the actions TfL took to resolve the
complaints for the following bus routes: 142, 258, H11,H13.

 

Please find attached the information you requested. We are unable to
provide actions taken to resolve complaints as this is dealt with by the
bus companies themselves.

 

Please note that in accordance with TfL’s obligations under the Data
Protection Act 1998 (DPA) some personal data has been removed, as required
by section 40(2) of the FOI Act. This is because disclosure of this
personal data would be a breach of the DPA, specifically the first
principle of the DPA which requires all processing of personal data to be
fair and lawful. It would not be fair to disclose this personal
information when the individuals have no expectation it would be disclosed
and TfL has not satisfied one of the conditions of Schedule 2 of the Data
Protection Act which would make the processing ‘fair’.

           

I would also like to request a copy of documents relating to overall
statistics of the following bus companies: London Sovereign & Arriva
London.

 

We publish performance statistics on our website, although these are by
route, not operator:

 

[1]https://tfl.gov.uk/forms/14144.aspx

 

We also publish operator league tables online which show how each operator
is ranked compared to all others, their performance standards, and the
comparison to the previous year:

 

[2]https://tfl.gov.uk/corporate/publication...)

 

These reports are updated quarterly after performance data is finalised
and the relevant statistics obtained.

 

In accordance with section 21 of the FOI Act, TfL is not obliged to supply
you with a copy of the requested information as it is already accessible
to you elsewhere.

 

If this is not the information you are looking for, or if you are unable
to access it for some reason, please feel free 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,

 

Melissa Nichols

FOI Case Officer

 

FOI Case management Team

General Counsel

Transport for London

 

 

 

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FOI, Transport for London

Dear Mr Hutchinson

 

TfL Ref:          IRV-019-1718

 

I am contacting you regarding the internal review of your request for
information about complaints made about routes 142, 258, H11,H13. I
apologise for the delay in my response.

 

This review has been carried out by an independent panel following your
e-mail of 10 May 2017 regarding the delay in providing a response to your
Freedom of Information request.

 

The panel has looked into the handling of your request and it is clear
that in failing to provide you with a response within 20 working days, TfL
has breached the requirements of section 10 of the FOI Act, and on behalf
of TfL, please accept my sincere apologies for the shortcomings in the
handling of your request.

 

The matter was escalated to the Information Access Manager and a response
was provided to you on 16 June 2017.

 

However we do not consider that this necessarily represents the end of the
internal review process. We consider that it would be appropriate in the
context of this request to offer you a further internal review of the
content of the response to FOI-2508-1617 if you choose, even though you
have already exercised your right to a review in view of our failure to
provide a timely response.

 

Therefore, if you are not satisfied with the final response that we have
provided to FOI-2508-1617 please contact [1][TfL request email].

 

If you are dissatisfied with the internal review actions to date
(IRV-019-1718) you can refer the matter to the independent authority
responsible for enforcing the Freedom of Information Act, at the following
address:

 

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire SK9 5AF

 

A complaint form is also available on the ICO’s website
([2]www.ico.org.uk).

 

Yours sincerely

 

Gemma Jacob

Information Access Advisor

FOI Case Management Team

General Counsel

Transport for London

 

[3][TfL request email]

 

 

 

 

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