Planning

Complaints Investigations

SUFFOLK COUNTY COUNCIL

This public procurement record has 1 release in its history.

Planning

25 Sep 2025 at 16:31

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

Suffolk County Council is currently in the planning stage of a procurement process titled "Complaints Investigations," aimed at securing independent investigation services for statutory complaint procedures. This initiative is essential for ensuring compliance with statutory children's and adult social care procedures, as well as Suffolk County Council’s Corporate Complaints Policy. The council is organising preliminary market engagement sessions to discuss requirements with potential suppliers via Microsoft Teams on 8th October 2025. With a budget gross amount of £288,000, this service falls under the statutory audit services industry category and is targeted for implementation in the UKH14 region of the United Kingdom. The potential contract period is set to begin on 31st December 2025 and could extend upon renewal until 30th December 2028.

This procurement presents a significant opportunity for businesses specialising in independent statutory audit services, particularly those experienced with local authority complaint investigations. Small and medium-sized enterprises (SMEs) with capacity for live investigations and an understanding of relevant legislation and statutory requirements can benefit from aligning with Suffolk County Council’s needs. With potential contracts available for one or more companies, suppliers who can deliver value for money and have a proven track record in service level agreements with local authorities are well-suited to compete. This represents a strategic opportunity to establish long-term relationships with Suffolk County Council and expand service portfolios in the public sector.

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Notice Information

Notice Title

Complaints Investigations

Notice Description

Suffolk County Council are conducting Pre Market Engagement prior to the procurement of the services of Complaints Investigators. Suffolk County Council has statutory responsibilities around the appropriate investigation of complaints. This notice outlines the approach to procurement of those services. Suffolk County Council runs three complaint processes. Statutory children's social care procedures, statutory adult social care procedures and its own Corporate Complaints Policy. These processes have clear steps that must be followed and timescales to adhere to. As part of these processes, it is often mandatory that a person external to the council undertakes an investigate. As part of the statutory children's social care procedures, a complainant has the right to a Review Panel (Stage 3). Complaint Review Panels are made up of 3 people who have experience in social care or related professions but who are independent from the Council. Independent investigators and independent people fulfil the independent element of Local Authority complaints investigated under statutory children's social care procedures (The Children Act 1989 Representations Procedure (England) Regulations 2006) and under statutory adult social care procedures (The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009). Suffolk County Council may on occasions also decide to investigate non-statutory matters of complaint at Stage 2 of its Corporate Complaint policy. Whilst it is not obliged to supply somebody independent of the local authority for such investigations, it can be a useful step in complaint resolution and provide the Council with an independent view. The application and management of these processes and procedures is overseen by the councils Customer Rights Service. In order to reduce the risk of non-compliance with the relevant processes and procedures, the council are seeking a trusted supplier who can deliver independent people for the aforementioned processes. Such services exist nationally and are used by numerous local authorities. The council may look to contract with one or more company, allowing it to align subject specific work to the correct company and limit its risk around supplier failure. The scope of this procurement may change on findings from the Premarket Engagement.

Planning Information

Suffolk County Council propose to hold informal sessions with interested parties via Teams on 08 October 2025. Each session will last approximately 30 mins in which Suffolk County Council will briefly set out what it is looking for, then invite each supplier to respond and pose any questions they might have about the contract or the procurement. Note that the consultation may be recorded or notes taken to ensure that the resulting tender pack provides information such that all bidders have the same information and no potential bidder unable to make the dates is disadvantaged. Suffolk county Council would like to explore the following topics. Suppliers' ability to meet statutory requirements and understanding of relevant legislation (including ability to evidence the satisfaction of relevant timescales outlines with legislation) Existing work with other LAs at County Level, and satisfaction of service level agreements. How many live investigations the supplier has capacity to carry out. Any speciality areas they work in. Evidence of value for money. Interested parties should contact Jamie Swinyard jamie.swinyard@suffolk.gov.uk

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-05a292
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/059896-2025
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
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

79212300 - Statutory audit services

Notice Value(s)

Tender Value
£240,000 £100K-£500K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
25 Sep 20255 months ago
Submission Deadline
Not specified
Future Notice Date
8 Oct 2025Expired
Award Date
Not specified
Contract Period
31 Dec 2025 - 30 Dec 2027 1-2 years
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
SUFFOLK COUNTY COUNCIL
Contact Name
Not specified
Contact Email
jamie.swinyard@suffolk.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
IPSWICH
Postcode
IP1 2BX
Post Town
Ipswich
Country
England
Major Region (ITL 1)
TLH East (England)
Basic Region (ITL 2)
TLH6 Suffolk
Small Region (ITL 3)
TLH62 Ipswich
Delivery Location
TLH14 Suffolk CC
Local Authority
Ipswich
Electoral Ward
Gipping
Westminster Constituency
Ipswich

Further Information

Notice Documents

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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