--- title: "Independent Complaints Service" ocid: "ocds-b5fd17-b718f05d-f49a-4903-b80a-a9245c7f823a" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b718f05d-f49a-4903-b80a-a9245c7f823a" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b718f05d-f49a-4903-b80a-a9245c7f823a.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-b718f05d-f49a-4903-b80a-a9245c7f823a.json" source: "Contracts Finder" current_stage: "Award" buyer: "THE NATIONAL ARCHIVES" published: "2026-01-16" --- # Independent Complaints Service Buyer: THE NATIONAL ARCHIVES Current stage: Award OCID: ocds-b5fd17-b718f05d-f49a-4903-b80a-a9245c7f823a [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-b718f05d-f49a-4903-b80a-a9245c7f823a) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-b718f05d-f49a-4903-b80a-a9245c7f823a.json) ## Summary The National Archives conducted a procurement process for an "Independent Complaints Service" aimed at acquiring business services involving law, marketing, consulting, recruitment, printing, and security. The tender process utilised an open procedure below the threshold, signalling an inclusive approach to supplier selection. The procurement activity was overseen by The National Archives, located in Kew, Richmond, England (postal code TW9 4DU). The contract was awarded on 20th December 2021, with the service contract commencing on 1st January 2022 and extending until 31st December 2026. The award, carrying a value of £19,125, landed with CH&I ASSOCIATES LTD, a small to medium-sized enterprise, indicating a strong fit for businesses within this scale. The industry category fell under the "Business services: law, marketing, consulting, recruitment, printing and security" with the CPV classification 79000000. This procurement offers significant business growth potential, particularly for those specialising in providing complaint review and resolution services. Companies experienced in managing impartial complaint mechanisms stand a good chance of competing effectively in similar opportunities. Small and medium enterprises (SMEs) are especially well-positioned to take advantage of such contracts, as this procurement's suitability criteria were designed with them in mind. Enterprises in the business services sector that can demonstrate strong capabilities in delivering impartial, effective solutions will find this a desirable contract model for expanding their service portfolios and enhancing their market position. ## Notice The National Archives are looking for a supplier to provide an impartial and effective complaints review and resolution service for them. Please see the Invitation to Tender document on how to apply. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/06e5b049-7c35-4202-b944-477c20b56923 | | 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 | 16 Jan 2026 | | Submission deadline | 9 Jul 2021 | | Future notice date | Not specified | | Award date | 20 Dec 2021 | | Contract period | 1 Jan 2022 - 31 Dec 2026 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | £19,125 | | 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 | THE NATIONAL ARCHIVES | | Locality | RICHMOND | | Post town | Twickenham | | Postcode | TW9 4DU | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI7 Outer London - West and North West | | ITL 3 | TLI75 Hounslow and Richmond upon Thames | | Local authority | Richmond upon Thames | | Electoral ward | Kew | | Westminster constituency | Richmond Park | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | CH&I ASSOCIATES | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security - 92 - Recreational, cultural and sporting services ### Codes - 79000000 - Business services: law, marketing, consulting, recruitment, printing and security - 92000000 - Recreational, cultural and sporting services ## Release History - 16 Jan 2026 at 17:39 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/06e5b049-7c35-4202-b944-477c20b56923 - 20 Dec 2021 at 14:47 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/06e5b049-7c35-4202-b944-477c20b56923 - 28 Jun 2021 at 15:23 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/5c33cbe1-692d-4615-8b0d-56ac1db4537b - 11 Jun 2021 at 08:21 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/5c33cbe1-692d-4615-8b0d-56ac1db4537b ## Documents - https://www.contractsfinder.service.gov.uk/Notice/06e5b049-7c35-4202-b944-477c20b56923 16th January 2026 - Awarded contract notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/5c33cbe1-692d-4615-8b0d-56ac1db4537b 28th June 2021 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/284949d5-937f-44ed-9854-705b12693ae9 - https://www.contractsfinder.service.gov.uk/Notice/Attachment/d316e4cc-0ef4-4814-89a0-5c94a46704c9 ## 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-b718f05d-f49a-4903-b80a-a9245c7f823a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b718f05d-f49a-4903-b80a-a9245c7f823a.json.