--- title: "BIG001-1038 - Independent Complaint Reviewer" ocid: "ocds-b5fd17-a0b688de-ed2d-44f8-815c-2e6f424755bd" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-a0b688de-ed2d-44f8-815c-2e6f424755bd" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-a0b688de-ed2d-44f8-815c-2e6f424755bd.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-a0b688de-ed2d-44f8-815c-2e6f424755bd.json" source: "Contracts Finder" current_stage: "Planning" buyer: "THE NATIONAL LOTTERY COMMUNITY FUND" published: "2019-05-14" --- # BIG001-1038 - Independent Complaint Reviewer Buyer: THE NATIONAL LOTTERY COMMUNITY FUND Current stage: Planning OCID: ocds-b5fd17-a0b688de-ed2d-44f8-815c-2e6f424755bd [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-a0b688de-ed2d-44f8-815c-2e6f424755bd) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-a0b688de-ed2d-44f8-815c-2e6f424755bd.json) ## Summary The National Lottery Community Fund is initiating a procurement process for the Independent Complaint Reviewer (Tender Reference: BIG001-1038), with the planning stage currently underway. The service seeks to address customer complaints through a structured review process, culminating in an independent evaluation. The anticipated contract period will commence on 1st November 2019 and conclude on 31st October 2022. Suppliers interested in this opportunity can find further details and registration links on the Bravo e-procurement system. The classification for this procurement falls under auditing services, specifically covering multiple locations, including the United Kingdom and the British Overseas Territories. This tender presents a significant opportunity for businesses specialising in audit and review services, particularly those with experience in independent complaint resolution. Suitable candidates may include small and medium-sized enterprises (SMEs) that are adept at managing complex customer interactions and can provide insightful evaluations of complaint processes. Companies that have a robust understanding of public sector dynamics and the ability to make non-binding recommendations for process improvements will be well-positioned to compete in this procurement. ## Notice This is a Prior Information Notice (PIN) only: publication and call for competition will be conducted once scope of work is fully defined and approved. Opportunity The customer complaints process for The National Lottery Community Fund involves a three stage process. Stages 1 and 2 of the process are internal reviews and stage 3 is an independent review. Beyond the independent review the customer may approach the Parliamentary and Health Service Ombudsman (PHSO). The service being procured is for the independent stage. Six other lottery distributors are also signed up to this process and would be signatories to the contract. The additional distributors are Arts Council England, Arts Council Wales, British Film Institute, The National Lottery Heritage Fund, Sport England and UK Sport. The Lottery Forum have asked that this procurement occurs. The service required is for an independent complaints reviewer to consider and provide an expert view on the complaint submitted. This would be to review whether the relevant distributor followed process, whether the processes were fair and if the distributor has acted in a discriminatory manner. The independent reviewer would liaise with both the distributor and also the customer to collect information and views. Agreement with both parties on a terms of reference would be achieved. The independent reviewer would then take their own deliberations and produce a report for both the lottery distributor and customer on their findings. The independent reviewer can make non-binding recommendations to the relevant distributor to improve processes or practices. They would not be able to make judgement on whether funding decisions were correct as this is a discretionary power of the distributor. We are unable to predict how many complaints would reach the independent review stage, therefore contract value may vary based on more or less complaints. Additional information: Update: There is currently an average of four independently reviewed complaints per year. We expect the bids for this contract to be based upon an hourly rate. The hourly rate will be taken in to account when evaluating the bids submitted. As a public body we will require the contract value to have an upper limit for the costs charged per year. We would not expect the contract yearly value to be achieved if the average number of complaints reviews remain the same although we can consider an increase in value in one year if the numbers of complaints are high and therefore the hours billed are higher than expected. Although there is a basic workflow which will be included in the ITT we would expect the independent reviewer to liaise with both the complainant and the lottery distributor. All complaints are unique in respect of their range and complexity and we would expect the appointed reviewer to consider what is required in each instance. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/200b816e-d0a3-4b7f-b649-55fd349ef72f | | Notice type | Planned Procurement Notice | | Procurement type | Standard | | Procurement category | Not specified | | Procurement method | Not Specified | | Procurement method details | Not specified | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Planning | ## Dates | Field | Value | | --- | --- | | Publication date | 14 May 2019 | | Submission deadline | Not specified | | Future notice date | 12 Jun 2019 | | Award date | Not specified | | Contract period | 1 Nov 2019 - 31 Oct 2022 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Planned | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | THE NATIONAL LOTTERY COMMUNITY FUND | | Locality | LONDON | | Post town | Central London | | Postcode | EC4A 1DE | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI3 Inner London - West | | ITL 3 | TLI35 Westminster and City of London | | Local authority | City of London | | Electoral ward | Castle Baynard | | Westminster constituency | Cities of London and Westminster | | Delivery location | Not specified | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79212000 - Auditing services ## Release History - 14 May 2019 at 09:29 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/200b816e-d0a3-4b7f-b649-55fd349ef72f - 10 May 2019 at 12:19 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/200b816e-d0a3-4b7f-b649-55fd349ef72f - 9 May 2019 at 11:05 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/200b816e-d0a3-4b7f-b649-55fd349ef72f - 9 May 2019 at 10:39 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/200b816e-d0a3-4b7f-b649-55fd349ef72f - 9 May 2019 at 10:35 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/200b816e-d0a3-4b7f-b649-55fd349ef72f - 9 May 2019 at 10:26 - Planning - Planned Procurement Notice - https://www.contractsfinder.service.gov.uk/Notice/200b816e-d0a3-4b7f-b649-55fd349ef72f ## Documents - https://www.contractsfinder.service.gov.uk/Notice/200b816e-d0a3-4b7f-b649-55fd349ef72f 14th May 2019 - Future opportunity notice on Contracts Finder - http://Ifyouhaveanyqueriesregardingthisprocesspleaseemailprocurement@tnlcommunityfund.org.ukquotingthereferencenumberBIG001-1038andyourquery. All suppliers interested in this future opportunity should go to https://tnlcommunityfund.bravosolution.co.uk/web/login.html and register in full to then be able to access this future tender opportunity. - http://procurement@tnlcommunityfund.org.uk If you have any queries regarding this process please email Procurement (using the link below) quoting the reference number BIG001-1038 and your query. - https://tnlcommunityfund.bravosolution.co.uk/web/login.html All suppliers interested in this future opportunity should register on our Bravo e-procurement system using the link below. ## Notice URLs - http://If ## 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-a0b688de-ed2d-44f8-815c-2e6f424755bd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-a0b688de-ed2d-44f8-815c-2e6f424755bd.json.