Standard Complaint Response Paragraphs

The request was successful.

Dear Transport for London,

Please supply a copy of the standard paragraphs for complaint responses used by TfL and issued to bus nontractors.

Yours faithfully,

J White

FOI, Transport for London

Dear J. White

 

Our Ref:         FOI-0646-1314

 

Thank you for your e-mail received on 11 July 2013 asking for information
about standard complaint response paragraphs.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information (FOI) Act and our information access policy. 

 

Unfortunately, from the description provided, we are unable to identify
the information you require.

 

To enable us to assist with your request, please provide a more detailed
description of the information you are seeking together with any other
details you think might help us locate the information you require.

 

We have Customer Service teams covering several areas, including London
Underground, Congestion Charging, Oyster. If you could please clarify
whether you would like the standard paragraphs for all complaints received
across Transport for London (TfL), or just those regarding London Buses.

 

The FOI Act allows you to request recorded information held by TfL. There
are limits on the time that TfL are required to spend determining whether
TfL holds the information you are requesting and the time spent locating,
retrieving and extracting it. Therefore you should identify the
information that you want as clearly and concisely as you can, specifying
the types of document that you are looking for.

 

Please note that the 20 working day deadline for responding to your
request will depend on when we receive satisfactory additional
information to help clarify your request.  

 

If we hear nothing further from you by 1 August 2013 your response will be
treated as a new request.

 

In the meantime, if you have any queries or would like to discuss your
request, please feel free to contact me.

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

 

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Dear FOI,

I am seeking the standard response paragraphs for London Buses only. I understand these are used by the TfL Customer Service centre and are also issued to TfL bus contractors for 'local managers' to respond to specific complaints

Yours sincerely,

White

FOI, Transport for London

Dear J. White

 

Our Ref:         FOI-0646-1314

 

Thank you for your e-mail received on 12 July 2013 clarifying your request
for information about standard complaint responses used by London Buses
Customer Services.

 

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

 

A response will be provided to you by 12 August 2013.

 

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

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

 

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FOI, Transport for London

2 Attachments

Dear J. White

 

Our Ref:         FOI-0646-1314

 

Thank you for your e-mail received on 12 July 2013 clarifying your request
for information about standard complaint responses used by London Buses
Customer Services.

 

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 hold some of the information you require.

 

Please find attached the template paragraphs used in response to
correspondence from customers about our bus services. We do not hold any
templates that may be used by the individual private bus operators to
respond to correspondence they receive.

 

Our template responses are constantly evolving and are used to ensure our
policies are conveyed in a clear and concise manner and act as a quality
control measure across our Customer Service teams.

 

Please note that while access to this material will be provided to you
under the Freedom of Information Act 2000, you are not granted any rights
to any of the intellectual property that exists in it or granted any
permission to make secondary uses of it.

 

TfL owns all intellectual property (including, without limitation,
copyright) in the material supplied and will defend such rights.

 

If you wish to make any secondary use of the material provided, you must
first obtain the consent of TfL (which may be withheld) and, if consent is
granted, a fee may be charged, in accordance with the terms of the Reuse
of Public Sector Information Regulations 2005.

 

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.

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

 

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