Complaints 2

MQT on 2009-11-18
Session date: 
November 18, 2009
Question By: 
Valerie Shawcross
Labour Group
Asked Of: 
The Mayor


How does Transport for London process public complaints against Tube staff? How many such complaints were received in the last reported year? How many of these complaints remain unresolved?


Answer for Complaints 2

Answer for Complaints 2

Answered By: 
The Mayor

Complaints against staff are recorded centrally by LU's Customer Service Centre. These are then passed to relevant local managers to ensure that particular issues are dealt with in the appropriate manner.

Information about complaints is also shared with directors and other senior managers within LU to ensure that there is visibility of customer feedback at all levels of the organisation.

For the current calendar year (up to 27 October 2009), LU has received 2290 complaints concerning LU staff. This includes issues such as staff knowledge/information availability and PA announcements.

The overall number of complaints should be put in the context of the number of passenger journeys made on the Tube during this period, which was more than 850 million. As of 10 November, there are 149 open cases.