---
title: "A review of best practice in complaints handling procedures and guidance"
ocid: "ocds-b5fd17-8486d0bd-9fa1-41b3-969e-506462bba9a1"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-8486d0bd-9fa1-41b3-969e-506462bba9a1"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-8486d0bd-9fa1-41b3-969e-506462bba9a1.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-8486d0bd-9fa1-41b3-969e-506462bba9a1.json"
source: "Contracts Finder"
current_stage: "Tender"
buyer: "OFFICE OF RAIL AND ROAD"
published: "2020-09-07"
---

# A review of best practice in complaints handling procedures and guidance

Buyer: OFFICE OF RAIL AND ROAD  
Current stage: Tender  
OCID: ocds-b5fd17-8486d0bd-9fa1-41b3-969e-506462bba9a1

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## Summary

The OFFICE OF RAIL AND ROAD is currently conducting a tender for a project titled "A review of best practice in complaints handling procedures and guidance". This procurement process falls under the services industry category, specifically focusing on research consultancy services. The tender, which is open and has a budget of £25,000, is set to close on 21 September 2020, with the contract period commencing on 5 October 2020 and concluding on 18 December 2020. The work will take place in London, United Kingdom, and follows an open procurement method, ensuring accessibility for interested parties from various sectors.

This tender presents an excellent opportunity for businesses engaged in research consultancy, particularly those specialising in regulatory practices and consumer rights. Companies that provide insights into complaints handling and customer service improvement would be well-suited to compete for this contract. Additionally, small and medium-sized enterprises (SMEs) are encouraged to participate, which could lead to significant growth and collaboration opportunities within the public sector.

## Notice

The purpose of this research is to consider whether aspects of our current guidance on complaints handling procedures continue to reflect best practice, so that the requirements we place on train companies keep pace with the latest developments and consumer expectations. It should also provide an overview of approaches taken to the regulation of first tier complaints handling in other regulated sectors with an ombudsman scheme which are judged to be suitable comparators to rail, and which we may draw on to inform our own approach to our guidance and approvals role.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/1898b2ba-9882-48e3-98be-5ea69b27ae32 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (below threshold) |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Sep 2020 |
| Submission deadline | 21 Sep 2020 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 4 Oct 2020 - 18 Dec 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £25,000 |
| 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 | OFFICE OF RAIL AND ROAD |
| 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 | TLI London |

## CPV Codes

### Divisions

- 73 - Research and development services and related consultancy services

### Codes

- 73210000 - Research consultancy services

## Release History

- 7 Sep 2020 at 15:59 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/1898b2ba-9882-48e3-98be-5ea69b27ae32

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/1898b2ba-9882-48e3-98be-5ea69b27ae32
  7th September 2020 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/88bcf772-9f51-4f84-9e46-57d2c4b33454
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/5275eefa-c6b0-4b7e-832c-919e104e6ff2
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/0ce16fda-5a57-4d67-9403-8e01c31fbf57
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/b948eead-6887-4ca0-a619-f78ea26988e6
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/7281ed7c-1a03-45ed-900e-1fbbcfe7e98f

## 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-b5fd17-8486d0bd-9fa1-41b3-969e-506462bba9a1. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-8486d0bd-9fa1-41b3-969e-506462bba9a1.json.