---
title: "Independent Complaints Service"
ocid: "ocds-b5fd17-2befff18-5063-49f2-a3e1-7bcb8cebc2a7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-2befff18-5063-49f2-a3e1-7bcb8cebc2a7"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-2befff18-5063-49f2-a3e1-7bcb8cebc2a7.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-2befff18-5063-49f2-a3e1-7bcb8cebc2a7.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "THE NATIONAL ARCHIVES"
published: "2018-03-26"
---

# Independent Complaints Service

Buyer: THE NATIONAL ARCHIVES  
Current stage: Award  
OCID: ocds-b5fd17-2befff18-5063-49f2-a3e1-7bcb8cebc2a7

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## Summary

The National Archives is currently in the award stage of the procurement process for the "Independent Complaints Service." This tender is classified under the business services category and is located in Richmond, England. The contract period is set to commence on 1st April 2018 and will run until 31st March 2021. The tender period concluded on 28th February 2018, and the awarded contract is valued at £15,000. The procurement method used is an open procedure, which is below the threshold for competitive tenders.

This tender presents opportunities for businesses specializing in independent review services, particularly those capable of delivering impartial complaints resolution and review services. Small and medium-sized enterprises (SMEs) are particularly encouraged to apply, as the service requires expertise in handling complaints relating to poor or inappropriate service, making it ideal for companies with experience in law, consulting, or customer service improvement. Businesses that can demonstrate a professional approach to complaint management may find this contract beneficial for growth.

## Notice

The purpose of this Invitation to Tender (ITT) is for TNA to select and appoint a single supplier to provide independent review services for a period of three years. The purpose of the independent complaints review service is to provide an impartial and effective complaints review and resolution service for people and organisations dissatisfied with the response received to their concerns. The role of the independent complaints service is to settle complaints about poor or inappropriate service, either by conciliation or adjudication. The service will be provide a wholly independent final stage of complaint review, provided by a professional complaint handling service, which underpins The National Archives. The service will investigate whether TNA has provided satisfactory service in line with its own policies and procedures. Each complaint issue is addressed in an unbiased way, seeking a fair outcome for all involved.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/c95e80aa-56ff-4536-bc60-92e5ef6e9ad8 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (below threshold) |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 26 Mar 2018 |
| Submission deadline | 28 Feb 2018 |
| Future notice date | Not specified |
| Award date | 23 Mar 2018 |
| Contract period | 31 Mar 2018 - 31 Mar 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £15,000 |
| 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 | THE NATIONAL ARCHIVES |
| Locality | RICHMOND |
| Post town | Twickenham |
| Postcode | TW9 4DU |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI7 Outer London - West and North West |
| ITL 3 | TLI75 Hounslow and Richmond upon Thames |
| Local authority | Richmond upon Thames |
| Electoral ward | Kew |
| Westminster constituency | Richmond Park |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CH&I ASSOCIATES |

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security
- 92 - Recreational, cultural and sporting services

### Codes

- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
- 92000000 - Recreational, cultural and sporting services

## Release History

- 26 Mar 2018 at 08:16 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/c95e80aa-56ff-4536-bc60-92e5ef6e9ad8
- 2 Feb 2018 at 15:45 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/106259e2-78a8-40cf-8e72-35ce9c575ea4

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/c95e80aa-56ff-4536-bc60-92e5ef6e9ad8
  26th March 2018 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/106259e2-78a8-40cf-8e72-35ce9c575ea4
  2nd February 2018 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/17c6e0c8-295a-4d95-94d7-4d34921b5e47
  ITT

## 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-b5fd17-2befff18-5063-49f2-a3e1-7bcb8cebc2a7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-2befff18-5063-49f2-a3e1-7bcb8cebc2a7.json.