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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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496 noticesopen · sorted by deadline ascending
Page 13 of 25
Time to close
Value
Type
Buyer
Notice
Closing this week20 notices
3d
02 Jul
£350k
Estimated
Tender
FTS · Works
TN
The North Yorkshire Council
Wetherby Road Signals & Pedestrian Crossing Upgrades
Construction work· Published 29 Jun
3d
02 Jul
—
Estimated
Tender
FTS · Services
AH
Anchor Hanover Group
Kitchen & Duct Deep Cleaning
Sewage & refuse· Published 02 Jun
3d
02 Jul
—
Estimated
Tender
FTS · Services
BC
BRITISH COUNCIL(THE)
ON45EDU52026 - Videography Services for Thailand
Recreational & cultural· Published 16 Jun
4d
02 Jul
—
Estimated
Tender
FTS · Services
AC
Armagh City, Banbridge and Craigavon Borough Council
Invitation to Tender for the development and delivery of an Age Friendly Project through Armagh City Banbridge and Craigavon Borough Council PEACEPLUS programme
Health & social· Published 11 Jun
4d
02 Jul
£14.0m
Estimated
Tender
FTS · Works
SC
Surrey County Council
SCC JD Domestic Retrofit Framework
Construction work· Published 21 May
4d
03 Jul
£4.1m
Estimated
Tender
FTS · Services
SW
South West London and St George's Mental Health NHS Trust
Forensic Step Down Service
· Published 02 Jun
4d
03 Jul
—
Estimated
Tender
FTS · Services
LL
London Luton Airport Operations Limited
CBT (Computer Based Training) Platform
Software packages· Published 26 Jun
4d
03 Jul
£110k
Estimated
Tender
FTS · Services
CW
Cheshire West and Chester Council
Traffic Management
Supporting transport· Published 12 Jun
4d
03 Jul
—
Estimated
Tender
FTS · Works
BC
British Council
Hong Kong SCR Rightsizing Project
Construction work· Published 24 Jun
4d
03 Jul
£60k
Estimated
Below-thresh.
FTS · Services
AB
Ashford Borough Council
Local Plan Consultancy
Business services· Published 08 Jun
4d
03 Jul
—
Estimated
Tender
CF
NC
Nottinghamshire County Council
Specialist Education - Alternative Provision Framework
Education & training· Published 22 May
4d
03 Jul
£400k
Estimated
Tender
FTS · Supplies
DC
Derbyshire County Council
Supply of Traffic Signs and Sign Posts
Transport equipment· Published 03 Jun
4d
03 Jul
£200k
Estimated
Tender
FTS · Works
DC
Derbyshire County Council
PLACE1018ET Ilkeston HWRC Drainage & Resurfacing Works
Construction work· Published 01 Jun
4d
03 Jul
£90.0m
Estimated
Tender
FTS · Services
MC
Manchester City Council
Social Needs Transport - Round 3
Transport services· Published 08 Jun
4d
03 Jul
£700k
Estimated
Tender
FTS · Works
AN
Alliance Norse Ltd
Pavilion Gardens Phase 2 - Roofing Repair and Associated Refurbishment Works
Construction materials· Published 27 May
4d
03 Jul
£13.0m
Estimated
Tender
FTS · Supplies
TC
The Common Services Agency (more commonly known as NHS National Services Scotland) (NSS)
Central Venous Catheters
Medical equipment· Published 02 Jun
4d
03 Jul
—
Estimated
Tender
FTS · Services
TW
THAMES WATER UTILITIES LIMITED
Bio Recycling
Transport equipment· Published 29 May
4d
03 Jul
£210k
Estimated
Tender
FTS · Services
CY
Comisiynydd y Gymraeg
Gwasanaethau Cefnogi TG / IT Support Services
IT services· Published 25 Jun
4d
03 Jul
£130.0m
Estimated
Tender
FTS · Services
ED
East Devon District Council
ED0389-25 Delivery of District Heating to the Cranbrook Expansion Areas by an ESCo
Construction work· Published 08 May
4d
03 Jul
—
Estimated
Tender
FTS · Services
KC
Knowsley Council
Open Framework Agreement for Temporary Hotel Accommodation for the Homeless
Hotel & restaurant· Published 24 Jun
Page 13 of 25
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