---
title: "Claims Management Market Study: Consumer Research"
ocid: "ocds-b5fd17-148584e0-0cfa-46f9-a043-73282b4ff51b"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-148584e0-0cfa-46f9-a043-73282b4ff51b"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-148584e0-0cfa-46f9-a043-73282b4ff51b.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-148584e0-0cfa-46f9-a043-73282b4ff51b.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "Financial Conduct Authority"
published: "2026-09-17"
---

# Claims Management Market Study: Consumer Research

Buyer: Financial Conduct Authority  
Current stage: Award  
OCID: ocds-b5fd17-148584e0-0cfa-46f9-a043-73282b4ff51b

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## Summary

The Financial Conduct Authority (FCA) commissioned consumer market research for its Claims Management Market Study. The work examines consumers’ experiences across assisted and unassisted claims journeys, including the role played by claims management service providers. It is a market research services requirement, classified under CPV 79310000, and falls within the services category. Delivery is based in London, at or associated with the FCA’s office in Endeavour Square, E20 1JN. The requirement would suit research agencies able to investigate consumer experiences, understand claims journeys and produce evidence relevant to the claims management market. The research concerns both consumers who use claims management services and those who pursue claims without assistance.

This procurement is complete and has been awarded following a selective call-off from a framework agreement. Responses were due by 22 July 2026 at 12:00. The FCA awarded the contract to Irrational Agency Limited on 4 August 2026. The awarded value is £209,616. The contract runs from 10 August 2026 to 15 December 2026. The stated estimated range was £174,680 to £209,616. The opportunity was not identified as suitable for small or medium-sized enterprises or voluntary, community and social enterprises. The award is active, and the procurement concerns one consumer research requirement rather than separate lots or multiple awards.

For a future requirement of this kind, credible suppliers would need strong consumer research capability focused on financial services, claims experiences and the behaviour of people navigating assisted and unassisted journeys. Relevant strengths include designing robust qualitative and quantitative research, recruiting and engaging consumers with varied claims experiences, examining the influence of claims management providers, and turning findings into clear evidence for a regulatory market study. Suppliers should be able to manage a focused public-sector research commission, work with a regulator’s information needs and deliver reliable analysis within a defined project scope. The awarded supplier’s selection demonstrates demand for specialist research expertise rather than general communications or claims-handling services, with particular relevance for agencies experienced in regulated consumer markets.

## Notice

Consumer research to support the FCA's Claims Management Market Study, exploring consumers' experiences across assisted and unassisted claims journeys, including the role of claims management service providers.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/d543ce9c-f036-4287-8d3b-001093d2fe84 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 17 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 4 Aug 2026 |
| Contract period | 10 Aug 2026 - 15 Dec 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £209,616 |
| Lots value | Not specified |
| Awards value | £209,616 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | Financial Conduct Authority |
| Locality | LONDON |
| Postcode area | East London |
| Postcode | E20 1JN |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI41 Hackney and Newham |
| Local authority | Newham |
| Electoral ward | Stratford Olympic Park |
| Westminster constituency | Stratford and Bow |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Irrational Agency Limited |

## CPV Codes

### Divisions

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

### Codes

- 79310000 - Market research services

## Release History

- 17 Sep 2026 at 15:49 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/d543ce9c-f036-4287-8d3b-001093d2fe84

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/d543ce9c-f036-4287-8d3b-001093d2fe84
  17th September 2026 - Awarded contract notice on Contracts Finder

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-148584e0-0cfa-46f9-a043-73282b4ff51b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-148584e0-0cfa-46f9-a043-73282b4ff51b.json.