--- title: "Contract Tender for a Service Complaints Adjudicator" ocid: "ocds-b5fd17-c7787029-2f6a-4aab-ad60-6cafaa009adc" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-c7787029-2f6a-4aab-ad60-6cafaa009adc" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-c7787029-2f6a-4aab-ad60-6cafaa009adc.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-c7787029-2f6a-4aab-ad60-6cafaa009adc.json" source: "Contracts Finder" current_stage: "Award" buyer: "LEGAL OMBUDSMAN" published: "2021-04-06" --- # Contract Tender for a Service Complaints Adjudicator Buyer: LEGAL OMBUDSMAN Current stage: Award OCID: ocds-b5fd17-c7787029-2f6a-4aab-ad60-6cafaa009adc [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-c7787029-2f6a-4aab-ad60-6cafaa009adc) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-c7787029-2f6a-4aab-ad60-6cafaa009adc.json) ## Summary The Legal Ombudsman, located in Birmingham, England, has recently completed the procurement process for a Service Complaints Adjudicator under a direct procurement method, initiated through a single tender action. The contract, valued at £20,000, commenced on 1 April 2021 and runs until 31 March 2024, with the possibility of a two-year extension. The invitation to tender closed on 29 January 2021, and the process is linked to business services related to law and consulting. This tender presents a promising opportunity for businesses specialising in professional services, particularly those with expertise in legal processes and customer service improvement. Companies that focus on independent adjudication, customer complaints resolution, and quality assurance in legal services would find this contract particularly relevant and beneficial for growth. The win could enhance credibility and provide vital experience within the legal sector, supporting further expansion in related markets. ## Notice The Legal Ombudsman for England and Wales was set up by the OLC under the Legal Services Act 2007 to help resolve complaints between consumers and legal service providers. The Legal Ombudsman is independent and impartial. This means we will look at the facts in each case and weigh up both sides of the story. We are not consumer champions or part of the legal profession, and we are also independent of government. Our service is free to consumers, and costs are recovered from legal service providers. Our work is also about feeding back to the profession. We share information to improve customer service and prevent complaints happening in the first place, and to support wider improvements in the legal services sector. The OLC is the statutory body responsible for establishing and administering the Legal Ombudsman scheme. They are looking to appoint a Service Complaints Adjudicator (SCA) to provide an independent and impartial review of complaints about the Legal Ombudsman's own service at the third and final stage of the service complaints process. In doing so, they will consider if the Legal Ombudsman has provided a fair and reasonable service in line with its published customer service principles, guidance and processes. They will also use their insight and expertise to support the Legal Ombudsman to learn from complaints and improve its service to its customers. They will be required to report twice yearly to the Board and provide an Annual Report which will be incorporated into the OLC and Chief Ombudsman Statutory Annual Report. More information is set out in the Contract Terms at Appendix A of the Invitation to Tender. The contract will be for a one year period, commencing on 1 April 2021, with an option to extend up to a further two years. The proposed contract terms are set out as an Appendix to this tender. Proposals should be submitted according to the guidelines and requirements included in the Invitation to Tender document attached to this proposal. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/55fa559f-cbff-4e77-8833-8127f08043a0 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Direct | | Procurement method details | Single tender action (below threshold) | | Tender suitability | Not specified | | Awardee scale | Large | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 6 Apr 2021 | | Submission deadline | 29 Jan 2021 | | Future notice date | Not specified | | Award date | 23 Feb 2021 | | Contract period | 31 Mar 2021 - 31 Mar 2024 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | £20,000 | | 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 | LEGAL OMBUDSMAN | | Locality | BIRMINGHAM | | Post town | Birmingham | | Postcode | B1 2RA | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG3 West Midlands | | ITL 3 | TLG31 Birmingham | | Local authority | Birmingham | | Electoral ward | Ladywood | | Westminster constituency | Birmingham Ladywood | | Delivery location | TLG West Midlands (England) | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | SUSAN BRADFORD | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79000000 - Business services: law, marketing, consulting, recruitment, printing and security ## Release History - 6 Apr 2021 at 07:23 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/55fa559f-cbff-4e77-8833-8127f08043a0 - 4 Jan 2021 at 07:11 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/4b5f997b-60f2-41c5-8a96-cd553f25a231 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/55fa559f-cbff-4e77-8833-8127f08043a0 6th April 2021 - Awarded contract notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/4b5f997b-60f2-41c5-8a96-cd553f25a231 4th January 2021 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/91003b7a-2fc6-4577-8e80-d1b46594855a Invitation to Tender ## Notice URLs - https://www.legalombudsman.org.uk/ ## 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-c7787029-2f6a-4aab-ad60-6cafaa009adc. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-c7787029-2f6a-4aab-ad60-6cafaa009adc.json.