Award

Invitation to tender for Independent Review Service for Customer Complaints

PUBLIC SERVICES OMBUDSMAN FOR WALES - OMBWDSMON GWASANAETHAU CYHOEDDUS CYMRU

This public procurement record has 2 releases in its history.

Award

11 Sep 2025 at 11:16

S2W Notice - Website Contract Award Notice
Tender

15 May 2024 at 15:39

S2W Notice - Website Invitation to Tender Notice
Summary of the contracting process

The Public Services Ombudsman for Wales, located in Bridgend, initiated a procurement process for an Independent Review Service for Customer Complaints. This procurement falls under the "services" category within the "General public services" industry classification. The procurement progressed through the tender stage, with the tender period ending on 14th June 2024 and the award period concluding on 8th July 2024. The contract was ultimately awarded to Ch&I Associates Ltd, a company based in Norwich. The contract was signed on 6th August 2024 and is currently active. The procurement method employed was open, indicating transparency and equal opportunity for all interested parties.

This tender represents a significant opportunity for businesses that specialise in handling customer complaints and service reviews. Service providers with expertise in independent assessments could find this an ideal fit due to the requirement to evaluate whether the Public Services Ombudsman for Wales meets its service standards. Companies in the consultancy sector with experience in public service and complaint management, particularly those capable of navigating the intricacies of public sector thresholds and standards, would be well-positioned to compete in such tenders. These processes not only offer substantial contract opportunities but also enable businesses to forge long-lasting relationships with public sector bodies like the Public Services Ombudsman for Wales.

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Notice Information

Notice Title

Invitation to tender for Independent Review Service for Customer Complaints

Notice Description

The Public Services Ombudsman for Wales is inviting tenders for the provision of an Independent Review Service for Customer Complaints (IRSCC). The successful tenderer will independently review service user complaints about the service PSOW has provided. These are complaints that the service PSOW has provided does not meet its published service standards.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-kuma6s-141426
Publication Source
Sell2Wales
Latest Notice
https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=141426
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
S2W Notice - Website Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

75 - Administration, defence and social security services

CPV Codes

75110000 - General public services

Notice Value(s)

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

Notice Dates

Publication Date
11 Sep 20255 months ago
Submission Deadline
14 Jun 2024Expired
Future Notice Date
Not specified
Award Date
6 Aug 20241 years ago
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
PUBLIC SERVICES OMBUDSMAN FOR WALES - OMBWDSMON GWASANAETHAU CYHOEDDUS CYMRU
Contact Name
Andrew Jenkins, Kathryn Criger
Contact Email
kathryn.criger@ombudsman.wales
Contact Phone
+44 1656644214, +44 3007900203

Buyer Location

Locality
BRIDGEND
Postcode
CF35 5LJ
Post Town
Cardiff
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL5 South East Wales
Small Region (ITL 3)
TLL51 Central Valleys and Bridgend
Delivery Location
Not specified
Local Authority
Bridgend
Electoral Ward
Pencoed and Penprysg
Westminster Constituency
Bridgend

Supplier Information

Number of Suppliers
1
Supplier Name

CH&I ASSOCIATES

Further Information

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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