---
title: "Complaints Handling Satisfaction Survey"
ocid: "ocds-b5fd17-b51da88f-470f-4576-877c-4f17577b59bb"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b51da88f-470f-4576-877c-4f17577b59bb"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b51da88f-470f-4576-877c-4f17577b59bb.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-b51da88f-470f-4576-877c-4f17577b59bb.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "OFFICE OF RAIL AND ROAD"
published: "2022-04-29"
---

# Complaints Handling Satisfaction Survey

Buyer: OFFICE OF RAIL AND ROAD  
Current stage: Award  
OCID: ocds-b5fd17-b51da88f-470f-4576-877c-4f17577b59bb

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-b51da88f-470f-4576-877c-4f17577b59bb)  
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## Summary

The OFFICE OF RAIL AND ROAD is currently engaged in the procurement process for a Tender titled "Complaints Handling Satisfaction Survey" aimed at gathering insights on customer satisfaction regarding the complaints handling of Train Operating Companies (TOCs). This survey falls under the services industry category and is based in the United Kingdom. The procurement process is now in the Award stage, having published on 17th March 2022, with the tender period closing on 31st March 2022. The total value of the contract is £90,000, with a minimum value of £60,000, while the contract is set to commence on 8th April 2022 and conclude on 31st March 2025.

This tender presents a significant opportunity for small and medium-sized enterprises (SMEs) that specialise in survey services to expand their business operations, particularly those with experience in customer satisfaction research and data analysis within the public transport sector. Competing for this contract can enhance a business's visibility and credibility in delivering services to government organisations, setting the stage for further contracts in the growing field of transport-related service assessments.

## Notice

The overall aim of the passenger complaints satisfaction survey is to compile information about customers' experiences of TOCs' complaints handling arrangements, in particular how satisfied they were with the TOC's performance in relation to both the handling and outcome of the complaint. The outcome of the survey will be an on-going set of data that captures customer satisfaction with complaints handling across individual TOCs. Additional information: This tender closes on 31/03/2022 at 5pm. All communication must be made via the portal (joining instructions attached)

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/ad452e9b-63dd-4a3e-9cce-86768780dd87 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure (below threshold) |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 Apr 2022 |
| Submission deadline | 31 Mar 2022 |
| Future notice date | Not specified |
| Award date | 10 Apr 2022 |
| Contract period | 10 Apr 2022 - 31 Mar 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £90,000 |
| Lots value | Not specified |
| Awards value | £52,000 |
| 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 | 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 | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | M.E.L RESEARCH |

## CPV Codes

### Divisions

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

### Codes

- 79311000 - Survey services

## Release History

- 29 Apr 2022 at 11:15 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ad452e9b-63dd-4a3e-9cce-86768780dd87
- 17 Mar 2022 at 14:46 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/d634c953-866a-490c-82aa-63b69e86dcbc

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/ad452e9b-63dd-4a3e-9cce-86768780dd87
  29th April 2022 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/d634c953-866a-490c-82aa-63b69e86dcbc
  17th March 2022 - Opportunity notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/5b90d8e4-c56c-4d67-829a-8352ee7dc983
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/22193f69-ecbc-4410-bba8-fff53e55366b
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/46fd098e-3734-4ce4-bdf6-60ebac68b496
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/724f5a52-a7d5-4558-ac27-a5e8c8885625

## 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-b51da88f-470f-4576-877c-4f17577b59bb. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b51da88f-470f-4576-877c-4f17577b59bb.json.