---
title: "Complaint Handling System"
ocid: "ocds-h6vhtk-06f421"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-06f421"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-06f421.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-06f421.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "London Borough of Bromley"
published: "2026-09-08"
---

# Complaint Handling System

Buyer: London Borough of Bromley  
Current stage: Award  
OCID: ocds-h6vhtk-06f421

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-06f421.json)

## Summary

London Borough of Bromley procured a complaints management system to support its statutory duties. The system logs, monitors and reports on complaints received by the council, and is also used for enquiries from Members of Parliament. The council may use it in future to manage enquiries from elected council Members. This is a software package and information system requirement, delivered for the council in Bromley, London. The opportunity is therefore relevant to software suppliers with a public-sector complaints or case-management product, particularly systems that can provide structured case logging, monitoring, reporting and handling of related enquiry workflows for a local authority.

The procurement is complete and has been awarded following a below-threshold limited competition. One lot was awarded to RESPOND GROUP LIMITED, and the contract is active. The contract was signed on 1 January 2026 and runs from 1 January 2026 to 31 December 2029. Its value is £81,988 excluding VAT, or £98,385 including VAT. The council holds an option for one three-year extension on the same terms, giving a maximum contract end date of 31 December 2033. The published outcome identifies software and information systems as the awarded requirement. No award date or detailed evaluation weighting is stated in the procurement information.

This award demonstrates a defined local-authority demand for software that manages complaints from receipt through monitoring and reporting, while also supporting MP enquiries and potentially Member enquiries. Competitors preparing for a future requirement with London Borough of Bromley would need a mature complaints or case-management platform, with clear workflows for recording cases, tracking progress and producing management or statutory reports. Experience of supporting public-sector complaint-handling obligations would be commercially relevant, as would the ability to accommodate different enquiry types within one system without losing auditability or reporting consistency. Suppliers should be able to demonstrate reliable operation for a council environment and explain how their product supports both operational users and formal reporting needs.

## Notice

The Council requires a complaints management system to log, monitor and report on the complaints it receives, in accordance with its statutory duties. The system is also used for MP enquiries and could in due course also manage Member enquiries if the Council so wished.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/084701-2026 |
| Notice type | UK7 - Contract Details Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Limited |
| Procurement method details | Below threshold - limited competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 1 Jan 2026 - 31 Dec 2029 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £81,988 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | London Borough of Bromley |
| Locality | BROMLEY |
| Postcode area | Bromley |
| Postcode | BR1 1DP |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI6 Outer London - South |
| ITL 3 | TLI61 Bromley |
| Local authority | Bromley |
| Electoral ward | Bromley Town |
| Westminster constituency | Bromley and Biggin Hill |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | RESPOND GROUP LIMITED |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 8 Sep 2026 at 09:19 - Award - UK7 - Contract Details Notice - https://www.find-tender.service.gov.uk/Notice/084701-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/084701-2026
  8th September 2026 - Contract details notice on Find a Tender

## Notice URLs

- http://www.aptean.com
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-06f421. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-06f421.json.