--- title: "Service Complaints Adjudicator" ocid: "ocds-b5fd17-5776bf8f-cb13-4a80-8084-3286cf93c84c" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-5776bf8f-cb13-4a80-8084-3286cf93c84c" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-5776bf8f-cb13-4a80-8084-3286cf93c84c.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-5776bf8f-cb13-4a80-8084-3286cf93c84c.json" source: "Contracts Finder" current_stage: "Tender" buyer: "LEGAL OMBUDSMAN" published: "2025-01-24" --- # Service Complaints Adjudicator Buyer: LEGAL OMBUDSMAN Current stage: Tender OCID: ocds-b5fd17-5776bf8f-cb13-4a80-8084-3286cf93c84c [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-5776bf8f-cb13-4a80-8084-3286cf93c84c) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-5776bf8f-cb13-4a80-8084-3286cf93c84c.json) ## Summary The Legal Ombudsman for England and Wales, located in Birmingham, has initiated a tender process for the role of Service Complaints Adjudicator, classified under CPV code 79000000 for business services including law, marketing, consulting, recruitment, printing, and security. The tender stage is currently active, with key procurement dates including the publication of the invitation for tender on 24 January 2025 and the deadline for receipt of tenders set for 5pm 13 February 2025. The contract is valued at £20,000 per annum and will commence on 1 April 2025 for an initial two-year period, with potential extensions of up to two additional years. The adjudicator will operate within England and Wales. This tender presents an excellent opportunity for businesses involved in legal services, consulting, and dispute resolution to expand their portfolio by collaborating with a statutory body. The role requires expertise in handling complex service complaints and the ability to offer insightful recommendations for improvement. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) are well-suited to compete for this tender, given the open procurement method. Successful bidders will gain valuable exposure and the opportunity to establish a long-term partnership with the Legal Ombudsman. ## Notice The Legal Ombudsman for England and Wales was set up by the OLC under the Legal Services Act 2007. The OLC is the statutory body responsible for establishing and administering the Legal Ombudsman scheme. Our Scheme Rules are approved by the Legal Services Board and the Lord Chancellor as required by the Legal Services Act 2007. The rules set out the framework for how the Legal Ombudsman resolves complaints about legal services, and can be downloaded here. The Service Complaints Adjudicator (SCA) role sits within our service complaints process. They provide a final opportunity for customers to escalate their unresolved concerns about our customer service to an independent person. The adjudicator will consider whether the Legal Ombudsman has appropriately addressed the concerns, and if appropriate to do so, they will make recommendations for improvement. Appointed by the OLC Board, the adjudicator acts as a point of insight and assurance to the board and stakeholders. Reporting to the board twice a year, the adjudicator will also provide an annual report that is incorporated into the OLC and Chief Ombudsman Statutory Annual Report. The number of service complaints that escalate to the SCA each year can vary, but it is usually between 15 to 20. This is often 1 or 2 cases per month, but the work can be more sporadic and there may be months with no referrals at all. The time spent dealing with each case will vary depending on both the number of concerns raised and the complexity of those concerns. The SCA will be expected to read the Legal Ombudsman's final response to the complaint and the customer's representations in response. In making their decision and any recommendation, the SCA will also have full access to our guidance and policy documents; along with all records and call recordings relating to the customer's concerns. Allowing for reading and review; communication with our service complaints team or customer (if required); and writing their report, we would not expect an individual case to take more than 10 hours of the adjudicator's time. The average case time is expected to be 6 hours. The contract will commence on 1 April 2025 for a two-year period initially, with the option to extend for 2 periods of 1 year a time (a 2 +1 +1 contract). The current value of the contract is PS20k pa. Your quote should include VAT and will be payable 1/4ly in arrears. The ITT pack is added as an attachment or is available from procurement@legalombudsman.org.uk Key Dates are: Procurement Activities Date Publication of Invitation for Tender 24 January 2025 Deadline for receipt of questions 31 January 2025 Deadline for responding to questions 5 February 2025 Deadline for receipt of tenders 5pm 13 February 2025 Shortlisting 21 February 2025 Interview shortlisted bidders 5 March 2025 Contract awarded w/c 10 March Contract commencement 1 April 2025 Induction and training 1-4 April 2025 ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/a5c7b5c4-06ef-4c95-8184-c778fcabf8c9 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (below threshold) | | Tender suitability | SME, VCSE | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 24 Jan 2025 | | Submission deadline | 13 Feb 2025 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 31 Mar 2025 - 31 Mar 2027 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £40,000 | | 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 | LEGAL OMBUDSMAN | | Locality | BIRMINGHAM | | Post town | Birmingham | | Postcode | B1 2RA | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG3 West Midlands | | ITL 3 | TLG31 Birmingham | | Local authority | Birmingham | | Electoral ward | Ladywood | | Westminster constituency | Birmingham Ladywood | | Delivery location | TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England), TLL Wales | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79000000 - Business services: law, marketing, consulting, recruitment, printing and security ## Release History - 24 Jan 2025 at 15:02 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/a5c7b5c4-06ef-4c95-8184-c778fcabf8c9 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/a5c7b5c4-06ef-4c95-8184-c778fcabf8c9 24th January 2025 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/a8ba7fe6-4b33-4073-8af1-aed49064d7ea - https://www.contractsfinder.service.gov.uk/Notice/Attachment/46b01bad-d366-48be-bb2b-05bdf54836fe - https://www.contractsfinder.service.gov.uk/Notice/Attachment/52b37bcb-24d8-46e7-971f-aa3c60b84ef5 ## Notice URLs - http://www.legalombudsman.org.uk ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. 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