Our ref: FOI-2798-2425/GH

Thank you for your request received by Transport for London (TfL) on 29 November 2024 asking for information about complaints.

Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. I can confirm that we do hold the information you require.

Please see the attached spreadsheets, providing the total complaints received per month, and the monthly ‘top 10’ categories customer complaints were recorded under. The volume of complaints received should be considered in context – there were 3,560 million passenger journeys on TfL services in the year 2023/24.

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 services. 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. 

Please let me know if this is not the information you are looking for, or if you are unable to access it for some reason. 

If you are not satisfied with this response please see the attached information sheet for details of your right to appeal.

Yours sincerely

Graham Hurt

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London