---
title: "Complaints Handling Tracker"
ocid: "ocds-b5fd17-4f833657-072e-4f71-9947-388748c61435"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-4f833657-072e-4f71-9947-388748c61435"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-4f833657-072e-4f71-9947-388748c61435.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-4f833657-072e-4f71-9947-388748c61435.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "OFCOM"
published: "2024-10-10"
---

# Complaints Handling Tracker

Buyer: OFCOM  
Current stage: Award  
OCID: ocds-b5fd17-4f833657-072e-4f71-9947-388748c61435

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-4f833657-072e-4f71-9947-388748c61435)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-4f833657-072e-4f71-9947-388748c61435.json)

## Summary

The contracting authority, OFCOM, has completed the procurement process for a "Complaints Handling Tracker" project, aimed at evaluating customer satisfaction with complaints handling across major providers of fixed landline, broadband, mobile, and Pay TV services. This project falls under the market research services industry category (CPV: 79310000) and targets the London region, specifically with delivery addresses in SE1 9HA. The procurement stage is at the Award phase, with the contract being awarded to BDRC Continental Ltd., trading as BVA BDRC, on 1st October 2024, with the contract starting from 2nd October 2024, and running until 26th February 2027. The project was procured through a mini competition process, with the entire tender value standing at £114,858 GBP, and the contract sum of £114,958 GBP.

This tender presents substantial opportunities for businesses involved in market research, especially those focused on customer satisfaction surveys and complaint handling analysis. Small and medium-sized enterprises (SMEs) and voluntary, community and social enterprises (VCSEs) will find this project particularly suited to their capabilities, given the contract's emphasis on maintaining data continuity and trend analysis in customer service. Companies equipped to handle longitudinal tracking and sophisticated data analysis are poised to benefit from participation in this competitive procurement environment.

## Notice

To track and understand levels of satisfaction with complaints handling on a range of criteria across the main providers* of fixed landline, fixed broadband, mobile and Pay TV services among those who have contacted their provider with a complaint in the six months prior to fieldwork. More specifically, we would like to: Report on satisfaction with complaint handling within sectors and by provider . Report on customer satisfaction by complaint type (i.e. billing and customer service, repairs and installation and service issues) for each of the main providers in each sector . Track levels of satisfaction with customer service over time . Maintaining continuity: The data provided by subsequent waves of fieldwork should be comparable with CHT data published between 2017 and 2023. While there may be need for caveats, the key purpose of this tracker is to examine trends in levels of customer service in complaints handling and compare complaints handling between communications providers - it is therefore important that agencies are able to demonstrate in their tender how they will maintain comparability with previous years .

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/6049c78b-325b-4187-b98d-1c81380887e4 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - Mini Competition |
| Tender suitability | SME, VCSE |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 10 Oct 2024 |
| Submission deadline | 10 Sep 2024 |
| Future notice date | Not specified |
| Award date | 30 Sep 2024 |
| Contract period | 1 Oct 2024 - 26 Feb 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £114,858 |
| Lots value | Not specified |
| Awards value | £114,958 |
| 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 | OFCOM |
| Locality | LONDON |
| Post town | South East London |
| Postcode | SE1 9HA |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI44 Lewisham and Southwark |
| Local authority | Southwark |
| Electoral ward | Borough & Bankside |
| Westminster constituency | Bermondsey and Old Southwark |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | BDRC CONTINENTAL LTD. (TRADING AS BVA BDRC |

## CPV Codes

### Divisions

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

### Codes

- 79310000 - Market research services

## Release History

- 10 Oct 2024 at 14:42 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/6049c78b-325b-4187-b98d-1c81380887e4

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/6049c78b-325b-4187-b98d-1c81380887e4
  10th October 2024 - 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-b5fd17-4f833657-072e-4f71-9947-388748c61435. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-4f833657-072e-4f71-9947-388748c61435.json.