Our ref: FOI-0223-2425

Thank you for your request received by Transport for London (TfL) on 19 April 2024 asking for information about bus driver 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 some of hold the information you require. You asked:

How many complaints were made against bus drivers operating TfL routes in 2023 ?

What was the breakdown of complaint type (dangerous driving / not stopping etc.) as per TfL's own classification - please provide full details ?

Please see the attached spreadsheet for the total number of bus driver complaints we received in 2023 and how these complaints have been recorded based on our classification coding. Note that around five million bus journeys are made daily across London with over 1.7bn passenger journeys taken across the 2022/23 financial year. 

How many of these complaints lead to disciplinary action being initiated ?

How many of these complaints resulted in disciplinary outcomes ?

What was the breakdown of disciplinary outcomes (warning / suspension etc.) as per TfL's own classification - please provide full details ?

How many bus drivers had their employment terminated as a result of disciplinary action ?

Information on complaints leading to disciplinary action is not held by us as that is between the bus operator and the employee.

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

Yours sincerely,

Tahsin Prima

FOI Case Officer

General Counsel

Transport for London