Award

Complaints Handling Satisfaction Survey

OFFICE OF RAIL REGULATION

This public procurement record has 2 releases in its history.

Award

13 Mar 2025 at 13:25

Award Notice
Tender

07 Feb 2025 at 10:34

Tender Notice
Summary of the contracting process

The Office of Rail Regulation (OFFICE OF RAIL REGULATION) is conducting a public procurement process for a Complaints Handling Satisfaction Survey. This contract, with the identifier ORR/CT/24-84, falls under the industry category of survey services (CPV code 79311000) and is located in the United Kingdom. The procurement process has progressed to the award stage, with M·E·L Research Ltd identified as the supplier. The tender was initiated on 7th February 2025 and the contract period is set to commence on 24th March 2025, ending on 31st March 2029. The procurement method used is an open procedure (below threshold), and the total contract value is £120,000 GBP. The procurement is classified as suitable for SMEs, though not for VCSEs.

This tender presents substantial growth opportunities for businesses specialising in survey services, especially those experienced in handling customer satisfaction and complaints management. Small and Medium Enterprises (SMEs) possessing relevant expertise may find this contract particularly beneficial, as the procurement process favours their participation. The engagement will allow the successful bidder to work closely with the Office of Rail Regulation, fostering a significant partnership and potentially leading to more opportunities in the public sector. The competitive open procurement method ensures that qualified and capable businesses have an equitable opportunity to secure the contract.

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Notice Information

Notice Title

Complaints Handling Satisfaction Survey

Notice Description

The overall aim of the passenger complaints satisfaction survey is to gain insight into passengers' experiences with the complaints handling procedures of TOCs including compliance with key aspects of the ORR Complaints Code of Practice.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-5eaea1e4-8369-4a8b-80f6-f778fd1ee78c
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c1ac845b-598c-43df-a6f3-cc36b62652a9
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (below threshold)
Tender Suitability
SME
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79311000 - Survey services

Notice Value(s)

Tender Value
£120,000 £100K-£500K
Lots Value
Not specified
Awards Value
£108,284 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
13 Mar 202511 months ago
Submission Deadline
21 Feb 2025Expired
Future Notice Date
Not specified
Award Date
13 Mar 202511 months ago
Contract Period
24 Mar 2025 - 31 Mar 2029 4-5 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
OFFICE OF RAIL REGULATION
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
E14 4QZ
Post Town
East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI42 Tower Hamlets
Delivery Location
Not specified
Local Authority
Tower Hamlets
Electoral Ward
Canary Wharf
Westminster Constituency
Poplar and Limehouse

Supplier Information

Number of Suppliers
1
Supplier Name

M·E·L RESEARCH

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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