TfL Complaints

Questions to the Mayor of London – answered on 8th January 2021.

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Photo of Keith Prince Keith Prince Conservative

Please provide a monthly breakdown over the last 5 years up to November 2020 for complaints TfL has received in every category?

Photo of Sadiq Khan Sadiq Khan Mayor of London

Please see the attached spreadsheet for a monthly breakdown of complaints received by Transport for London (TfL) by category for the last five years up to November 2020.

From December 2016 through to June 2017, TfL Customer Services switched over to a new Customer Records Management system. This was a phased roll-out in order to provide undisrupted support to customers. As a result, the data initially had limited categorisation hence the unusual trends during this window.