---
title: "BIG001-1038 Independent Complaints Reviewer"
ocid: "ocds-b5fd17-1a6c1c37-de0a-4b4a-ab85-21fd7c203cd5"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-1a6c1c37-de0a-4b4a-ab85-21fd7c203cd5"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-1a6c1c37-de0a-4b4a-ab85-21fd7c203cd5.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-1a6c1c37-de0a-4b4a-ab85-21fd7c203cd5.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "BIG LOTTERY FUND, OPERATING AS THE NATIONAL LOTTERY COMMUNITY FUND"
published: "2019-09-06"
---

# BIG001-1038 Independent Complaints Reviewer

Buyer: BIG LOTTERY FUND, OPERATING AS THE NATIONAL LOTTERY COMMUNITY FUND  
Current stage: Tender  
OCID: ocds-b5fd17-1a6c1c37-de0a-4b4a-ab85-21fd7c203cd5

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-1a6c1c37-de0a-4b4a-ab85-21fd7c203cd5)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-1a6c1c37-de0a-4b4a-ab85-21fd7c203cd5.json)

## Summary

The Big Lottery Fund, operating as The National Lottery Community Fund, is conducting a tender for the provision of an independent complaints reviewer, titled "BIG001-1038 Independent Complaints Reviewer". This procurement falls under the auditing services category, specifically for statutory audit services, with a total contract value of £120,000. The tender is currently active, with the submission deadline set for 4th October 2019. The contract period will commence on 1st November 2019 and continues until 31st October 2024. The procurement is being undertaken through an open procedure, which allows any interested party to participate.

This opportunity presents a valuable avenue for businesses specialising in auditing services, particularly those well-versed in independent review processes, to expand their operations. Small and medium-sized enterprises (SMEs) are encouraged to apply, given the suitability criteria for this tender. Competitors should demonstrate expertise in handling complex complaints processes, as the reviewers are expected to analyse distributor actions, compliance with procedures, and fairness in outcomes. With multiple lottery distributors involved, candidates with a proven track record in similar environments would be particularly well-positioned to succeed.

## Notice

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.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/70217d8c-fa53-4af1-897d-43e061fbf66c |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (below threshold) |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 6 Sep 2019 |
| Submission deadline | 4 Oct 2019 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 1 Nov 2019 - 31 Oct 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £120,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | BIG LOTTERY FUND, OPERATING AS THE NATIONAL LOTTERY COMMUNITY FUND |
| Locality | LONDON |
| Post town | Central London |
| Postcode | EC4A 1DE |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | City of London |
| Electoral ward | Castle Baynard |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | TLL Wales, TLM Scotland, TLN Northern Ireland |

## CPV Codes

### Divisions

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

### Codes

- 79212000 - Auditing services
- 79212300 - Statutory audit services

## Release History

- 6 Sep 2019 at 09:30 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/70217d8c-fa53-4af1-897d-43e061fbf66c

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/70217d8c-fa53-4af1-897d-43e061fbf66c
  6th September 2019 - Opportunity notice on Contracts Finder
- https://tnlcommunityfund.bravosolution.co.uk
  Link to eSourcing Portal

## Notice URLs

- https://www.tnlcommunityfund.org.uk/about/customer-service/supplier-zone

## 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-b5fd17-1a6c1c37-de0a-4b4a-ab85-21fd7c203cd5. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-1a6c1c37-de0a-4b4a-ab85-21fd7c203cd5.json.