Complaints to TfL

Meeting: 
MQT on 2015-12-16
Session date: 
December 16, 2015
Reference: 
2015/4068
Question By: 
Len Duvall OBE
Organisation: 
Labour Group
Asked Of: 
The Mayor
Category: 

Question

A constituent has contacted me to ask how many complaints to TfL from members of the public go unanswered? Please give meĀ  this information.

Answer

Answer for Complaints to TfL

Answer for Complaints to TfL

Answered By: 
The Mayor

TfL's Contact Centre responds to 1300 complaints, queries and comments each week. It replies to all complaints whether submitted by phone, email or letter. All correspondence is logged in our system and cases are closed when an answer has been provided to the customer. Both the customer query and answer to that query are kept in the system and therefore traceable.

The Contact Centre's general service level objective is to reply within 10 working days but many are dealt with within 24 hours. Some complex cases take longer to resolve. Customers are contacted and updated on the progress of their case. TfL's policy and commitments are set out at: tfl.gov.uk/help-and-contact/.

TfL has also recently had its complaint handling independently audited. This found TfL to have a customer-focus and a preparedness to look for continuous improvements. This was published on 10 December and can be read in full via this link: http://content.tfl.gov.uk/sasp-20151210-part-1-item12-review-of-complaint-handling.pdf

I have asked TfL to contact you to find out more about your constituent's experience to ensure any complaint has been resolved.