---
title: "Invitation to tender for Independent Review Service for Customer Complaints"
ocid: "ocds-kuma6s-141426"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-kuma6s-141426"
markdown_url: "https://d3tenders.com/contract/ocds-kuma6s-141426.md"
json_url: "https://d3tenders.com/contract/ocds-kuma6s-141426.json"
source: "Sell2Wales"
current_stage: "Award"
buyer: "PUBLIC SERVICES OMBUDSMAN FOR WALES - OMBWDSMON GWASANAETHAU CYHOEDDUS CYMRU"
published: "2025-09-11"
---

# Invitation to tender for Independent Review Service for Customer Complaints

Buyer: PUBLIC SERVICES OMBUDSMAN FOR WALES - OMBWDSMON GWASANAETHAU CYHOEDDUS CYMRU  
Current stage: Award  
OCID: ocds-kuma6s-141426

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-kuma6s-141426)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-kuma6s-141426.json)

## Summary

The Public Services Ombudsman for Wales, located in Bridgend, initiated a procurement process for an Independent Review Service for Customer Complaints. This procurement falls under the "services" category within the "General public services" industry classification. The procurement progressed through the tender stage, with the tender period ending on 14th June 2024 and the award period concluding on 8th July 2024. The contract was ultimately awarded to Ch&I Associates Ltd, a company based in Norwich. The contract was signed on 6th August 2024 and is currently active. The procurement method employed was open, indicating transparency and equal opportunity for all interested parties.

This tender represents a significant opportunity for businesses that specialise in handling customer complaints and service reviews. Service providers with expertise in independent assessments could find this an ideal fit due to the requirement to evaluate whether the Public Services Ombudsman for Wales meets its service standards. Companies in the consultancy sector with experience in public service and complaint management, particularly those capable of navigating the intricacies of public sector thresholds and standards, would be well-positioned to compete in such tenders. These processes not only offer substantial contract opportunities but also enable businesses to forge long-lasting relationships with public sector bodies like the Public Services Ombudsman for Wales.

## Notice

The Public Services Ombudsman for Wales is inviting tenders for the provision of an Independent Review Service for Customer Complaints (IRSCC). The successful tenderer will independently review service user complaints about the service PSOW has provided. These are complaints that the service PSOW has provided does not meet its published service standards.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Sell2Wales |
| Latest notice | https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=141426 |
| Notice type | S2W Notice - Website Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Not specified |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 11 Sep 2025 |
| Submission deadline | 14 Jun 2024 |
| Future notice date | Not specified |
| Award date | 6 Aug 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Not specified |
| Lots status | Not specified |
| Awards status | Not specified |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | PUBLIC SERVICES OMBUDSMAN FOR WALES - OMBWDSMON GWASANAETHAU CYHOEDDUS CYMRU |
| Locality | BRIDGEND |
| Post town | Cardiff |
| Postcode | CF35 5LJ |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL5 South East Wales |
| ITL 3 | TLL51 Central Valleys and Bridgend |
| Local authority | Bridgend |
| Electoral ward | Pencoed and Penprysg |
| Westminster constituency | Bridgend |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CH&I ASSOCIATES |

## CPV Codes

### Divisions

- 75 - Administration, defence and social security services

### Codes

- 75110000 - General public services

## Release History

- 11 Sep 2025 at 11:16 - Award - S2W Notice - Website Contract Award Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=141426
- 15 May 2024 at 15:39 - Tender - S2W Notice - Website Invitation to Tender Notice - https://www.sell2wales.gov.wales/search/search_switch.aspx?ID=141426

## Documents

- https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY478026&idx=2
  15th May 2024 - IRSCC Terms of Reference - ENG
- https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY478026&idx=3
  15th May 2024 - IRSCC Tender Specification - CYM
- https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY478026&idx=4
  15th May 2024 - IRSCC Terms of Reference - CYM
- https://www.sell2wales.gov.wales/Notice/Download/DocumentDownload.aspx?id=MAY478026&idx=1
  15th May 2024 - IRSCC Tender Specification - ENG

## Notice URLs

- http://www.ombudsman.wales
- https://www.ombudsman.wales
- https://www.sell2wales.gov.wales

## 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-kuma6s-141426. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-kuma6s-141426.json.