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LO
ClosedCF · c778fcabf8c9

Service Complaints Adjudicator

Legal Ombudsman
Status
Closed
Estimated
—
Published
24 Jan 2025

Key facts

Notice ID
cf-a5c7b5c4-06ef-4c95-8184-c778fcabf8c9
CPV code
79000000 · Business services
Source
Contracts Finder

Timeline

  1. Published
    24 Jan 2025

Description

The Legal Ombudsman for England and Wales was set up by the OLC under the Legal Services Act 2007. The OLC is the statutory body responsible for establishing and administering the Legal Ombudsman scheme. Our Scheme Rules are approved by the Legal Services Board and the Lord Chancellor as required by the Legal Services Act 2007. The rules set out the framework for how the Legal Ombudsman resolves complaints about legal services, and can be downloaded here. The Service Complaints Adjudicator (SCA) role sits within our service complaints process. They provide a final opportunity for customers to escalate their unresolved concerns about our customer service to an independent person. The adjudicator will consider whether the Legal Ombudsman has appropriately addressed the concerns, and if appropriate to do so, they will make recommendations for improvement. Appointed by the OLC Board, the adjudicator acts as a point of insight and assurance to the board and stakeholders. Reporting to the board twice a year, the adjudicator will also provide an annual report that is incorporated into the OLC and Chief Ombudsman Statutory Annual Report. The number of service complaints that escalate to the SCA each year can vary, but it is usually between 15 to 20. This is often 1 or 2 cases per month, but the work can be more sporadic and there may be months with no referrals at all. The time spent dealing with each case will vary depending on both the number of concerns raised and the complexity of those concerns. The SCA will be expected to read the Legal Ombudsman's final response to the complaint and the customer's representations in response. In making their decision and any recommendation, the SCA will also have full access to our guidance and policy documents; along with all records and call recordings relating to the customer's concerns. Allowing for reading and review; communication with our service complaints team or customer (if required); and writing their report, we would not expect an individual case to take more than 10 hours of the adjudicator's time. The average case time is expected to be 6 hours. The contract will commence on 1 April 2025 for a two-year period initially, with the option to extend for 2 periods of 1 year a time (a 2 +1 +1 contract). The current value of the contract is £20k pa. Your quote should include VAT and will be payable 1/4ly in arrears. The ITT pack is added as an attachment or is available from procurement@legalombudsman.org.uk Key Dates are: Procurement Activities Date Publication of Invitation for Tender 24 January 2025 Deadline for receipt of questions 31 January 2025 Deadline for responding to questions 5 February 2025 Deadline for receipt of tenders 5pm 13 February 2025 Shortlisting 21 February 2025 Interview shortlisted bidders 5 March 2025 Contract awarded w/c 10 March Contract commencement 1 April 2025 Induction and training 1-4 April 2025

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  • All Legal Ombudsman notices →
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Open full notice ↗View in this tab
496 noticesopen · sorted by deadline ascending
Page 11 of 25
Time to close
Value
Type
Buyer
Notice
Closing this week20 notices
3d
01 Jul
£232.0m
Estimated
Tender
FTS · Services
LB
London Borough of Hounslow
Tender for the Provision of Hounslow Adult Home Care Service
Health & social· Published 01 Jun
3d
02 Jul
£75k
Estimated
Below-thresh.
FTS · Services
HE
Historic England
ITT - Building Conservation Framework – Paints and Coatings Technology (UID 45)
R&D services· Published 28 May
3d
02 Jul
—
Estimated
Tender
CF
ES
East Sussex County Council
Taxi and MPV (1-8 seats) Passenger Assistant - Taxi and MPV (1-8 seats) Passenger Assistant
Transport services· Published 29 Jun
3d
02 Jul
—
Estimated
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CF
ES
East Sussex County Council
Taxi and MPV (1-8 seats) - Taxi and MPV (1-8 seats)
Transport services· Published 29 Jun
3d
02 Jul
—
Estimated
Tender
FTS · Services
UO
University of Lincoln
491 Internal Audit Services
Business services· Published 29 May
3d
02 Jul
—
Estimated
Tender
FTS · Services
UO
University of Lincoln
491 Internal Audit Services
Business services· Published 28 May
3d
02 Jul
£90k
Estimated
Below-thresh.
CF
LB
London Borough of Haringey
DPS1 1392 Highway Pruning
Architecture & engineering· Published 10 Jun
3d
02 Jul
£90k
Estimated
Below-thresh.
CF
LB
London Borough of Haringey
DPS1 1391 Highway Pruning
Architecture & engineering· Published 10 Jun
3d
02 Jul
£90k
Estimated
Below-thresh.
CF
LB
London Borough of Haringey
DPS1 1371 - Winter Pollard
Architecture & engineering· Published 10 Jun
3d
02 Jul
£90k
Estimated
Below-thresh.
FTS · Works
MD
Market Drayton Town Council
Town Park Play Area Extension and Refurbishment
Mining machinery· Published 20 May
3d
02 Jul
£350k
Estimated
Tender
FTS · Services
TP
The Police and Crime Commissioner for Wiltshire
Catering Services for Wiltshire Police
Hotel & restaurant· Published 21 May
3d
02 Jul
£54.0m
Estimated
Tender
FTS · Works
DC
Devon County Council
Resurfacing, Reconstruction, Recycling, Patching and High Friction Surfacing Framework 2026 -2030
Construction work· Published 21 May
3d
02 Jul
£424k
Estimated
Tender
CF
MU
Manchester University NHS Foundation Trust
Cardiac CT and MR Diagnostic Imaging Services
Health & social· Published 18 Jun
3d
02 Jul
£72k
Estimated
Below-thresh.
FTS · Services
HF
Heritage Fund
Health and Wellbeing Assessments
Health & social· Published 01 Jun
3d
02 Jul
—
Estimated
Tender
FTS · Services
SL
Stonewater Ltd
00416-AST Energy Bureau & Procurement Service
Architecture & engineering· Published 03 Jun
3d
02 Jul
£372k
Estimated
Tender
FTS · Supplies
NA
North Ayrshire Council
Provision of Internal and External Hand / Grab Rails
Office & computing· Published 02 Jun
3d
02 Jul
£1.2m
Estimated
Tender
FTS · Services
DC
Dundee City Council
Housing Stock Condition Survey
Architecture & engineering· Published 02 Jun
3d
02 Jul
£1
Estimated
Below-thresh.
FTS · Supplies
NW
NHS Wales Shared Service Partnership
Procurement of Metrology Lab Equipment
Medical equipment· Published 04 Jun
3d
02 Jul
£54.0m
Estimated
Tender
FTS · Works
DC
Devon County Council
Resurfacing, Reconstruction, Recycling, Patching and High Friction Surfacing Framework 2026 -2030
Construction work· Published 27 May
3d
02 Jul
£40.0m
Estimated
Tender
FTS · Works
RC
Renfrewshire Council
Framework Agreement for Roads Related Maintenance Works
Construction work· Published 26 May
Page 11 of 25
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