Award

Contract Tender for a Service Complaints Adjudicator

LEGAL OMBUDSMAN

This public procurement record has 2 releases in its history.

Award

06 Apr 2021 at 07:23

Award Notice
Tender

04 Jan 2021 at 07:11

Tender Notice
Summary of the contracting process

The Legal Ombudsman, located in Birmingham, England, has recently completed the procurement process for a Service Complaints Adjudicator under a direct procurement method, initiated through a single tender action. The contract, valued at £20,000, commenced on 1 April 2021 and runs until 31 March 2024, with the possibility of a two-year extension. The invitation to tender closed on 29 January 2021, and the process is linked to business services related to law and consulting.

This tender presents a promising opportunity for businesses specialising in professional services, particularly those with expertise in legal processes and customer service improvement. Companies that focus on independent adjudication, customer complaints resolution, and quality assurance in legal services would find this contract particularly relevant and beneficial for growth. The win could enhance credibility and provide vital experience within the legal sector, supporting further expansion in related markets.

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Notice Information

Notice Title

Contract Tender for a Service Complaints Adjudicator

Notice Description

The Legal Ombudsman for England and Wales was set up by the OLC under the Legal Services Act 2007 to help resolve complaints between consumers and legal service providers. The Legal Ombudsman is independent and impartial. This means we will look at the facts in each case and weigh up both sides of the story. We are not consumer champions or part of the legal profession, and we are also independent of government. Our service is free to consumers, and costs are recovered from legal service providers. Our work is also about feeding back to the profession. We share information to improve customer service and prevent complaints happening in the first place, and to support wider improvements in the legal services sector. The OLC is the statutory body responsible for establishing and administering the Legal Ombudsman scheme. They are looking to appoint a Service Complaints Adjudicator (SCA) to provide an independent and impartial review of complaints about the Legal Ombudsman's own service at the third and final stage of the service complaints process. In doing so, they will consider if the Legal Ombudsman has provided a fair and reasonable service in line with its published customer service principles, guidance and processes. They will also use their insight and expertise to support the Legal Ombudsman to learn from complaints and improve its service to its customers. They will be required to report twice yearly to the Board and provide an Annual Report which will be incorporated into the OLC and Chief Ombudsman Statutory Annual Report. More information is set out in the Contract Terms at Appendix A of the Invitation to Tender. The contract will be for a one year period, commencing on 1 April 2021, with an option to extend up to a further two years. The proposed contract terms are set out as an Appendix to this tender. Proposals should be submitted according to the guidelines and requirements included in the Invitation to Tender document attached to this proposal.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-c7787029-2f6a-4aab-ad60-6cafaa009adc
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/55fa559f-cbff-4e77-8833-8127f08043a0
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Direct
Procurement Method Details
Single tender action (below threshold)
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

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

CPV Codes

79000000 - Business services: law, marketing, consulting, recruitment, printing and security

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£20,000 Under £100K
Contracts Value
Not specified

Notice Dates

Publication Date
6 Apr 20214 years ago
Submission Deadline
29 Jan 2021Expired
Future Notice Date
Not specified
Award Date
23 Feb 20215 years ago
Contract Period
31 Mar 2021 - 31 Mar 2024 3-4 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
LEGAL OMBUDSMAN
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BIRMINGHAM
Postcode
B1 2RA
Post Town
Birmingham
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG31 Birmingham
Delivery Location
TLG West Midlands (England)
Local Authority
Birmingham
Electoral Ward
Ladywood
Westminster Constituency
Birmingham Ladywood

Supplier Information

Number of Suppliers
1
Supplier Name

SUSAN BRADFORD

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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