Planning

BIG001-1038 - Independent Complaint Reviewer

THE NATIONAL LOTTERY COMMUNITY FUND

This public procurement record has 6 releases in its history.

Planning

14 May 2019 at 09:29

Planned Procurement Notice
Planning

10 May 2019 at 12:19

Planned Procurement Notice
Planning

09 May 2019 at 11:05

Planned Procurement Notice
Planning

09 May 2019 at 10:39

Planned Procurement Notice
Planning

09 May 2019 at 10:35

Planned Procurement Notice
Planning

09 May 2019 at 10:26

Planned Procurement Notice
Summary of the contracting process

The National Lottery Community Fund is initiating a procurement process for the Independent Complaint Reviewer (Tender Reference: BIG001-1038), with the planning stage currently underway. The service seeks to address customer complaints through a structured review process, culminating in an independent evaluation. The anticipated contract period will commence on 1st November 2019 and conclude on 31st October 2022. Suppliers interested in this opportunity can find further details and registration links on the Bravo e-procurement system. The classification for this procurement falls under auditing services, specifically covering multiple locations, including the United Kingdom and the British Overseas Territories.

This tender presents a significant opportunity for businesses specialising in audit and review services, particularly those with experience in independent complaint resolution. Suitable candidates may include small and medium-sized enterprises (SMEs) that are adept at managing complex customer interactions and can provide insightful evaluations of complaint processes. Companies that have a robust understanding of public sector dynamics and the ability to make non-binding recommendations for process improvements will be well-positioned to compete in this procurement.

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Notice Information

Notice Title

BIG001-1038 - Independent Complaint Reviewer

Notice Description

This is a Prior Information Notice (PIN) only: publication and call for competition will be conducted once scope of work is fully defined and approved. Opportunity The customer complaints process for The National Lottery Community Fund involves a three stage process. Stages 1 and 2 of the process are internal reviews and stage 3 is an independent review. Beyond the independent review the customer may approach the Parliamentary and Health Service Ombudsman (PHSO). The service being procured is for the independent stage. Six other lottery distributors are also signed up to this process and would be signatories to the contract. The additional distributors are Arts Council England, Arts Council Wales, British Film Institute, The National Lottery Heritage Fund, Sport England and UK Sport. The Lottery Forum have asked that this procurement occurs. The service required is for an independent complaints reviewer to consider and provide an expert view on the complaint submitted. This would be to review whether the relevant distributor followed process, whether the processes were fair and if the distributor has acted in a discriminatory manner. The independent reviewer would liaise with both the distributor and also the customer to collect information and views. Agreement with both parties on a terms of reference would be achieved. The independent reviewer would then take their own deliberations and produce a report for both the lottery distributor and customer on their findings. The independent reviewer can make non-binding recommendations to the relevant distributor to improve processes or practices. They would not be able to make judgement on whether funding decisions were correct as this is a discretionary power of the distributor. We are unable to predict how many complaints would reach the independent review stage, therefore contract value may vary based on more or less complaints. Additional information: Update: There is currently an average of four independently reviewed complaints per year. We expect the bids for this contract to be based upon an hourly rate. The hourly rate will be taken in to account when evaluating the bids submitted. As a public body we will require the contract value to have an upper limit for the costs charged per year. We would not expect the contract yearly value to be achieved if the average number of complaints reviews remain the same although we can consider an increase in value in one year if the numbers of complaints are high and therefore the hours billed are higher than expected. Although there is a basic workflow which will be included in the ITT we would expect the independent reviewer to liaise with both the complainant and the lottery distributor. All complaints are unique in respect of their range and complexity and we would expect the appointed reviewer to consider what is required in each instance.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-a0b688de-ed2d-44f8-815c-2e6f424755bd
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/200b816e-d0a3-4b7f-b649-55fd349ef72f
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Planned Procurement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79212000 - Auditing services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
14 May 20196 years ago
Submission Deadline
Not specified
Future Notice Date
12 Jun 2019Expired
Award Date
Not specified
Contract Period
1 Nov 2019 - 31 Oct 2022 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
THE NATIONAL LOTTERY COMMUNITY FUND
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
EC4A 1DE
Post Town
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
City of London
Electoral Ward
Castle Baynard
Westminster Constituency
Cities of London and Westminster

Further Information

Notice Documents

Notice URLs

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

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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