---
title: "Complaints Handling Satisfaction Survey"
ocid: "ocds-b5fd17-5eaea1e4-8369-4a8b-80f6-f778fd1ee78c"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-5eaea1e4-8369-4a8b-80f6-f778fd1ee78c"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-5eaea1e4-8369-4a8b-80f6-f778fd1ee78c.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-5eaea1e4-8369-4a8b-80f6-f778fd1ee78c.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "OFFICE OF RAIL REGULATION"
published: "2025-03-13"
---

# Complaints Handling Satisfaction Survey

Buyer: OFFICE OF RAIL REGULATION  
Current stage: Award  
OCID: ocds-b5fd17-5eaea1e4-8369-4a8b-80f6-f778fd1ee78c

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## Summary

The Office of Rail Regulation (OFFICE OF RAIL REGULATION) is conducting a public procurement process for a Complaints Handling Satisfaction Survey. This contract, with the identifier ORR/CT/24-84, falls under the industry category of survey services (CPV code 79311000) and is located in the United Kingdom. The procurement process has progressed to the award stage, with M·E·L Research Ltd identified as the supplier. The tender was initiated on 7th February 2025 and the contract period is set to commence on 24th March 2025, ending on 31st March 2029. The procurement method used is an open procedure (below threshold), and the total contract value is £120,000 GBP. The procurement is classified as suitable for SMEs, though not for VCSEs.

This tender presents substantial growth opportunities for businesses specialising in survey services, especially those experienced in handling customer satisfaction and complaints management. Small and Medium Enterprises (SMEs) possessing relevant expertise may find this contract particularly beneficial, as the procurement process favours their participation. The engagement will allow the successful bidder to work closely with the Office of Rail Regulation, fostering a significant partnership and potentially leading to more opportunities in the public sector. The competitive open procurement method ensures that qualified and capable businesses have an equitable opportunity to secure the contract.

## Notice

The overall aim of the passenger complaints satisfaction survey is to gain insight into passengers' experiences with the complaints handling procedures of TOCs including compliance with key aspects of the ORR Complaints Code of Practice.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/c1ac845b-598c-43df-a6f3-cc36b62652a9 |
| 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 | 13 Mar 2025 |
| Submission deadline | 21 Feb 2025 |
| Future notice date | Not specified |
| Award date | 13 Mar 2025 |
| Contract period | 24 Mar 2025 - 31 Mar 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £120,000 |
| Lots value | Not specified |
| Awards value | £108,284 |
| 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 | OFFICE OF RAIL REGULATION |
| Locality | LONDON |
| Post town | East London |
| Postcode | E14 4QZ |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI42 Tower Hamlets |
| Local authority | Tower Hamlets |
| Electoral ward | Canary Wharf |
| Westminster constituency | Poplar and Limehouse |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | M·E·L RESEARCH |

## CPV Codes

### Divisions

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

### Codes

- 79311000 - Survey services

## Release History

- 13 Mar 2025 at 13:25 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/c1ac845b-598c-43df-a6f3-cc36b62652a9
- 7 Feb 2025 at 10:34 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/40b90d13-2801-4f30-8b38-55864f58cf1d

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/c1ac845b-598c-43df-a6f3-cc36b62652a9
  13th March 2025 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/40b90d13-2801-4f30-8b38-55864f58cf1d
  7th February 2025 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/7ef0671a-088c-40f7-9d09-7b5e73c8df66
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/bafd508f-9e23-454c-881b-15d738a409a1
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/8cc39736-41cc-49bc-a122-162d13fde4ec
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/0feb10fa-c50f-4a3a-b5d7-dab36e83d97d

## 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-b5fd17-5eaea1e4-8369-4a8b-80f6-f778fd1ee78c. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-5eaea1e4-8369-4a8b-80f6-f778fd1ee78c.json.