Tender

A review of best practice in complaints handling procedures and guidance

OFFICE OF RAIL AND ROAD

This public procurement record has 1 release in its history.

Tender

07 Sep 2020 at 15:59

Tender Notice
Summary of the contracting process

The OFFICE OF RAIL AND ROAD is currently conducting a tender for a project titled "A review of best practice in complaints handling procedures and guidance". This procurement process falls under the services industry category, specifically focusing on research consultancy services. The tender, which is open and has a budget of £25,000, is set to close on 21 September 2020, with the contract period commencing on 5 October 2020 and concluding on 18 December 2020. The work will take place in London, United Kingdom, and follows an open procurement method, ensuring accessibility for interested parties from various sectors.

This tender presents an excellent opportunity for businesses engaged in research consultancy, particularly those specialising in regulatory practices and consumer rights. Companies that provide insights into complaints handling and customer service improvement would be well-suited to compete for this contract. Additionally, small and medium-sized enterprises (SMEs) are encouraged to participate, which could lead to significant growth and collaboration opportunities within the public sector.

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Notice Information

Notice Title

A review of best practice in complaints handling procedures and guidance

Notice Description

The purpose of this research is to consider whether aspects of our current guidance on complaints handling procedures continue to reflect best practice, so that the requirements we place on train companies keep pace with the latest developments and consumer expectations. It should also provide an overview of approaches taken to the regulation of first tier complaints handling in other regulated sectors with an ombudsman scheme which are judged to be suitable comparators to rail, and which we may draw on to inform our own approach to our guidance and approvals role.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-8486d0bd-9fa1-41b3-969e-506462bba9a1
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/1898b2ba-9882-48e3-98be-5ea69b27ae32
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (below threshold)
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

73 - Research and development services and related consultancy services

CPV Codes

73210000 - Research consultancy services

Notice Value(s)

Tender Value
£25,000 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
7 Sep 20205 years ago
Submission Deadline
21 Sep 2020Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
4 Oct 2020 - 18 Dec 2020 1-6 months
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
OFFICE OF RAIL AND ROAD
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
TLI London
Local Authority
Tower Hamlets
Electoral Ward
Canary Wharf
Westminster Constituency
Poplar and Limehouse

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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