---
title: "Rail Ombudsman Service"
ocid: "ocds-h6vhtk-0352a7"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0352a7"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0352a7.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0352a7.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "OFFICE OF RAIL AND ROAD"
published: "2023-06-14"
---

# Rail Ombudsman Service

Buyer: OFFICE OF RAIL AND ROAD  
Current stage: Award  
OCID: ocds-h6vhtk-0352a7

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0352a7.json)

## Summary

The Office of Rail and Road (ORR) is currently running a procurement process for the "Rail Ombudsman Service" in the services category. The procurement stage is in the award phase, and the contract was signed on 22nd May 2023. The ORR is seeking an independent supplier to provide an Alternative Dispute Resolution scheme for the rail industry. The service will be free to consumers and run on a not-for-profit basis. The procurement method used is an open procedure.

This tender by the ORR for the "Rail Ombudsman Service" presents an opportunity for businesses interested in providing Alternative Dispute Resolution services in the rail industry to compete. Companies with expertise in customer services and dispute resolution are well-suited to bid for this contract. The tender includes a focus on quality (70%) and price (30%) as award criteria, with an additional 5-year option period available for the contract.

## Notice

The ORR is seeking an independent supplier to provide a complete end-to-end Alternative Dispute Resolution scheme for the rail industry on a not for profit basis, to include the following key features: a. free to consumers; b. an impartial arbitrator for firms and consumers in resolving disputes; c. run on a not for profit basis; d. issues decisions that are binding on firms but not consumers; and e. a source of evidence and intelligence, drawn from its role resolving disputes, on issues that may cause consumer detriment in the rail industry, the overall passenger experience of raising a complaint about a rail service.

### Lot Information

Lot 1

The ORR is seeking an independent supplier to provide a complete end-to-end Alternative Dispute Resolution scheme for the rail industry on a not for profit basis, to include the following key features: a. free to consumers; b. an impartial arbitrator for firms and consumers in resolving disputes; c. run on a not for profit basis; d. issues decisions that are binding on firms but not consumers; and e. a source of evidence and intelligence, drawn from its role resolving disputes, on issues that may cause consumer detriment in the rail industry, the overall passenger experience of raising a complaint about a rail service.

Options: 5 year option period

Renewal: There is an option to extend the initial contract period by a further 60 months (5 years).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/016900-2023 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Jun 2023 |
| Submission deadline | 13 Mar 2023 |
| Future notice date | 31 Oct 2022 |
| Award date | 21 May 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £4,951,460 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | OFFICE OF RAIL AND ROAD |
| Locality | LONDON |
| Post town | East London |
| Postcode | E14 4QA |
| 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 | DISPUTE RESOLUTION OMBUDSMAN |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services

## Release History

- 14 Jun 2023 at 14:15 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/016900-2023
- 26 Jan 2023 at 15:32 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/002457-2023
- 15 Jul 2022 at 14:36 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/019455-2022

## Notice URLs

- http://orr.bravosolution.co.uk
- http://www.orr.gov.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-h6vhtk-0352a7. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0352a7.json.