--- title: "Escalated Customer Complaints" ocid: "ocds-b5fd17-6b0df258-bf09-429b-bc68-1b8e54033c8e" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-6b0df258-bf09-429b-bc68-1b8e54033c8e" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-6b0df258-bf09-429b-bc68-1b8e54033c8e.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-6b0df258-bf09-429b-bc68-1b8e54033c8e.json" source: "Contracts Finder" current_stage: "Award" buyer: "GENERAL MEDICAL COUNCIL" published: "2017-02-21" --- # Escalated Customer Complaints Buyer: GENERAL MEDICAL COUNCIL Current stage: Award OCID: ocds-b5fd17-6b0df258-bf09-429b-bc68-1b8e54033c8e [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-6b0df258-bf09-429b-bc68-1b8e54033c8e) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-6b0df258-bf09-429b-bc68-1b8e54033c8e.json) ## Summary The General Medical Council (GMC) is conducting an open procurement for the title "Escalated Customer Complaints" in the services industry, with a total contract value of £80,000. This procurement process falls under the "Award" stage as of February 21, 2017. The contract period is set to commence on December 19, 2016, and will extend until December 18, 2019. The delivery locations include various regions across the United Kingdom, including Scotland, the North West, Wales, Northern Ireland, and London. Interested suppliers had until December 2, 2016, to submit their tenders. This tender presents significant opportunities for businesses specialising in customer service management, quality assurance, or consultancy services, particularly those capable of enhancing complaints handling processes. Small and medium-sized enterprises (SMEs) may find this opportunity particularly well-suited for growth, given the GMC's commitment to improving service delivery standards. Successful contenders could benefit from establishing a long-term relationship with a reputable organisation dedicated to maintaining high customer service levels. ## Notice We are committed to providing excellent service in the wide range of interactions we have with our customers, regardless of whether they are engaging with us as a doctor, member of the public, employer or in any other capacity. Sometimes we get things wrong, or are unable to help our customers in the way they would like. Our customer complaints process gives our customers a voice to provide feedback on our services, and the GMC receives approximately 2500 customer complaints per year. To ensure the highest standards in our handling of customer complaints the GMC commissioned an independent review of our complaints handling in 2014. In addition to acting on the recommendations of the independent review we have been working to attain accreditation from the British Standards Institute (BSI) for ISO 10002 Complaints Handling, being accredited in January 2016. Following a recommendation of the independent review and with GMC Council's approval we have appointed a suitably qualified organisation to independently review our new complaints handling processes on an annual basis. GMC Council has asked that we explore the feasibility of having a final and independent external examiner of individual customer complaints which have been escalated through our internal process. This escalation will be at the discretion of the GMC and will be based on a criteria determined by the GMC. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/5bca38c2-401b-49dc-bfd5-f0f7f6121459 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | Large | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 21 Feb 2017 | | Submission deadline | 2 Dec 2016 | | Future notice date | Not specified | | Award date | 16 Dec 2016 | | Contract period | 19 Dec 2016 - 18 Dec 2019 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £80,000 | | Lots value | Not specified | | Awards value | £80,000 | | 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 | GENERAL MEDICAL COUNCIL | | Locality | MANCHESTER | | Post town | Manchester | | Postcode | M3 3AW | | Country | England | | ITL 1 | TLD North West (England) | | ITL 2 | TLD3 Greater Manchester | | ITL 3 | TLD33 Manchester | | Local authority | Manchester | | Electoral ward | Deansgate | | Westminster constituency | Manchester Central | | Delivery location | TLD North West (England), TLI London, TLL Wales, TLM Scotland, TLN Northern Ireland | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | ICRS | ## CPV Codes ### Divisions - 73 - Research and development services and related consultancy services ### Codes - 73210000 - Research consultancy services ## Release History - 21 Feb 2017 at 17:45 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/5bca38c2-401b-49dc-bfd5-f0f7f6121459 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/5bca38c2-401b-49dc-bfd5-f0f7f6121459 21st February 2017 - Awarded contract notice on Contracts Finder - http://www.mytenders.org/search/show/search_view.aspx?ID=FEB138993 NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at the link provided. ## Notice URLs - http://www.gmc-uk.org ## 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-b5fd17-6b0df258-bf09-429b-bc68-1b8e54033c8e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-6b0df258-bf09-429b-bc68-1b8e54033c8e.json.