---
title: "Rail Ombudsman Service"
ocid: "ocds-b5fd17-84302954-69bc-43e5-92f5-af59286b639a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-84302954-69bc-43e5-92f5-af59286b639a"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-84302954-69bc-43e5-92f5-af59286b639a.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-84302954-69bc-43e5-92f5-af59286b639a.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "OFFICE OF RAIL AND ROAD"
published: "2023-06-14"
---

# Rail Ombudsman Service

Buyer: OFFICE OF RAIL AND ROAD  
Current stage: Award  
OCID: ocds-b5fd17-84302954-69bc-43e5-92f5-af59286b639a

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-84302954-69bc-43e5-92f5-af59286b639a)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-84302954-69bc-43e5-92f5-af59286b639a.json)

## Summary

The Office of Rail and Road (ORR) has awarded a contract for the Rail Ombudsman Service. The procurement involved a complete end-to-end Alternative Dispute Resolution scheme for the rail industry, focusing on customer services. The contract, valued at £4,951,460 GBP, was awarded to the Dispute Resolution Ombudsman. The contract period started on May 22, 2023, and will end on November 26, 2028.

This tender offers opportunities for businesses in the service sector, particularly those experienced in customer services and alternative dispute resolution. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprise organisations (VCSEs) are well-suited to compete for this contract. The procurement method used was an open procedure above the threshold, encouraging a transparent and fair competition process.

## Notice

The ORR is seeking an independent supplier to provide a complete end-to-end Alternative Dispute Resolution scheme for the rail industry on a not for profit basis, to include the following key features: a. free to consumers; b. an impartial arbitrator for firms and consumers in resolving disputes; c. run on a not for profit basis; d. issues decisions that are binding on firms but not consumers; and e. a source of evidence and intelligence, drawn from its role resolving disputes, on issues that may cause consumer detriment in the rail industry, the overall passenger experience of raising a complaint about a rail service. Additional information: This requirement is advertised on Finder A Tender: https://www.find-tender.service.gov.uk/Notice/002457-2023?

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/d426c9fd-5f4b-4a96-8ac8-e66faa5e41d6 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (above threshold) |
| Tender suitability | SME, VCSE |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Jun 2023 |
| Submission deadline | 13 Mar 2023 |
| Future notice date | Not specified |
| Award date | 14 Jun 2023 |
| Contract period | 21 May 2023 - 26 Nov 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £6,000,000 |
| Lots value | Not specified |
| Awards value | £4,951,460 |
| 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 AND ROAD |
| Locality | LONDON |
| Post town | East London |
| Postcode | E14 4QA |
| 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 | DISPUTE RESOLUTION OMBUDSMAN |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services

## Release History

- 14 Jun 2023 at 14:24 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/d426c9fd-5f4b-4a96-8ac8-e66faa5e41d6
- 27 Jan 2023 at 11:29 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/f328f169-c4fb-463f-8bc6-d4eb750bfaf1

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/d426c9fd-5f4b-4a96-8ac8-e66faa5e41d6
  14th June 2023 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/f328f169-c4fb-463f-8bc6-d4eb750bfaf1
  27th January 2023 - Opportunity notice on Contracts Finder
- http://orr.bravosolution.co.uk
  The complete Invitation to Tender document set can be found within the ORR Procurement Portal (BARVO).

## Notice URLs

- https://www.find-tender.service.gov.uk/Notice/002457-2023

## 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-b5fd17-84302954-69bc-43e5-92f5-af59286b639a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-84302954-69bc-43e5-92f5-af59286b639a.json.