---
title: "A review of best practice in complaints handling procedures and guidance"
ocid: "ocds-b5fd17-e04743cd-4b8f-4208-b997-044e6e6cc36f"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-e04743cd-4b8f-4208-b997-044e6e6cc36f"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-e04743cd-4b8f-4208-b997-044e6e6cc36f.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-e04743cd-4b8f-4208-b997-044e6e6cc36f.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "OFFICE OF RAIL AND ROAD"
published: "2021-02-22"
---

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

Buyer: OFFICE OF RAIL AND ROAD  
Current stage: Award  
OCID: ocds-b5fd17-e04743cd-4b8f-4208-b997-044e6e6cc36f

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-e04743cd-4b8f-4208-b997-044e6e6cc36f)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-e04743cd-4b8f-4208-b997-044e6e6cc36f.json)

## Summary

The procurement process involved the OFFICE OF RAIL AND ROAD, which sought to conduct a review of best practices in complaints handling procedures and guidance. This tender, identified as ORR/ST/20-36, is classified under performance review services (CPV code: 79313000). The contract, valued at £19,500, was awarded to Queen Margaret University, and the contract period spanned from 26 October 2020 to 1 July 2021. The procurement method used was a direct award through a single tender action, characterised as being below the threshold, with the tender period concluding on 19 October 2020.

This tender presents significant opportunities for small and medium-sized enterprises (SMEs) that specialise in performance reviews and have experience in complaints handling procedures. Such businesses could leverage their expertise to enhance service quality and operational efficiencies within the public sector. With a focus on delivering tailored solutions to governmental bodies, SMEs can position themselves competitively in the marketplace, particularly in similar upcoming tenders within the public procurement space.

## Notice

A review of best practice in complaints handling procedures and guidance

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/75124054-e249-4bf3-a4c6-8b3b306c9785 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Single tender action (below threshold) |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 22 Feb 2021 |
| Submission deadline | 19 Oct 2020 |
| Future notice date | Not specified |
| Award date | 22 Oct 2020 |
| Contract period | 26 Oct 2020 - 1 Jul 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £19,500 |
| Lots value | Not specified |
| Awards value | £19,500 |
| 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 | TLI London |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | QUEEN MARGARET UNIVERSITY |

## CPV Codes

### Divisions

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

### Codes

- 79313000 - Performance review services

## Release History

- 22 Feb 2021 at 18:23 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/75124054-e249-4bf3-a4c6-8b3b306c9785
- 22 Feb 2021 at 18:20 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/75124054-e249-4bf3-a4c6-8b3b306c9785
- 22 Feb 2021 at 18:18 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/75124054-e249-4bf3-a4c6-8b3b306c9785
- 22 Feb 2021 at 18:17 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/75124054-e249-4bf3-a4c6-8b3b306c9785

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/75124054-e249-4bf3-a4c6-8b3b306c9785
  22nd February 2021 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/SupplierAttachment/57855ae9-6c78-43d3-ace9-50c05b39f727
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/c2be2b44-3dd7-46ee-b120-d90999a6e4c8

## 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-e04743cd-4b8f-4208-b997-044e6e6cc36f. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-e04743cd-4b8f-4208-b997-044e6e6cc36f.json.