---
title: "1617BC02 Customer experiences and behaviours during tax credits disputes and complaints"
ocid: "ocds-b5fd17-7fdd165c-44f3-4b25-a7b3-55fd47ea2ab1"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-7fdd165c-44f3-4b25-a7b3-55fd47ea2ab1"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-7fdd165c-44f3-4b25-a7b3-55fd47ea2ab1.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-7fdd165c-44f3-4b25-a7b3-55fd47ea2ab1.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "H M REVENUE & CUSTOMS"
published: "2017-01-05"
---

# 1617BC02 Customer experiences and behaviours during tax credits disputes and complaints

Buyer: H M REVENUE & CUSTOMS  
Current stage: Award  
OCID: ocds-b5fd17-7fdd165c-44f3-4b25-a7b3-55fd47ea2ab1

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## Summary

The procurement process involves a research project titled "1617BC02 Customer experiences and behaviours during tax credits disputes and complaints," initiated by H M Revenue & Customs in London, United Kingdom. This initiative falls under the research and experimental development services category, with a contract value of £38,912. The procurement method employed was categorised as "Other," and the contract period commences from 14th June 2016 to 31st March 2017. The award for this tender was published on 5th January 2017, with the tender period concluding on 27th May 2016.

This tender offers significant opportunities for businesses interested in research services, particularly those focusing on customer behaviour analysis and service improvement initiatives. Small and medium-sized enterprises (SMEs) with experience in qualitative and quantitative research methodologies would be well-suited to compete for similar contracts. By engaging in such projects, businesses can enhance their market visibility and contribute to valuable public services in the realm of tax credits and customer support.

## Notice

The research would aim to better understand customer behaviours during the tax credits disputes and complaints process including any trigger points and customer support needs at different stages of the tax credits cycle from which we can develop future operational initiatives and service improvements. This research will be conducted with tax credit customers who have experienced the tax credits complaints, disputes and/or mandatory reconsideration process The key aims of the research are to gain insight into: * Customer journeys into disputes, complaints and/or mandatory reconsideration processes * The causes of customer dissatisfaction * What service improvements are needed * Customer support needs Additional information: This contract was let as part of a mini-competition within the DWP Social and Economic Research Framework 2013

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/93da4bd3-ae86-496e-97b4-bbc569de39e4 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 5 Jan 2017 |
| Submission deadline | 27 May 2016 |
| Future notice date | Not specified |
| Award date | 8 Jun 2016 |
| Contract period | 13 Jun 2016 - 31 Mar 2017 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £38,912 |
| Lots value | Not specified |
| Awards value | £38,912 |
| 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 | H M REVENUE & CUSTOMS |
| Locality | SALFORD |
| Post town | Manchester |
| Postcode | M60 9LA |
| Country | England |
| ITL 1 | TLD North West (England) |
| ITL 2 | TLD3 Greater Manchester |
| ITL 3 | TLD34 Greater Manchester South West |
| Local authority | Salford |
| Electoral ward | Ordsall |
| Westminster constituency | Salford |
| Delivery location | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | IPSOS MORI |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73100000 - Research and experimental development services

## Release History

- 5 Jan 2017 at 13:47 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/93da4bd3-ae86-496e-97b4-bbc569de39e4

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/93da4bd3-ae86-496e-97b4-bbc569de39e4
  5th January 2017 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/0e5b8d6f-b07a-497f-b449-326045abf8a0
  Service Order

## 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-b5fd17-7fdd165c-44f3-4b25-a7b3-55fd47ea2ab1. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-7fdd165c-44f3-4b25-a7b3-55fd47ea2ab1.json.