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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

You might also see

  • All Legal Ombudsman notices →
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496 noticesopen · sorted by deadline ascending
Page 2 of 25
Time to close
Value
Type
Buyer
Notice
Closing today / tomorrow20 notices
TMRW
29 Jun
£527k
Estimated
Tender
FTS · Services
AG
Aster Group Limited
Chartered Institute of Housing (CIH) Level 4 & Level 5 Professional Qualifications Training Provider Framework (Light Touch)
Education & training· Published 22 May
TMRW
29 Jun
—
Estimated
Tender
CF
ES
East Suffolk & North Essex NHS FT
CA17882 - ESNEFT3225 - Replacement of Roof ERICA/ Block 36.
Construction work· Published 22 May
TMRW
29 Jun
£99.2m
Estimated
Tender
FTS · Services
NW
NHS West and North London Integrated Care Board
Primary Medical Services (General Practice) under Alternative Provider Medical Services Contract Arrangements for Burnley Practice, Canberra Old Oak Surgery, Mollison Way Surgery and Sudbury Surgery
Health & social· Published 08 May
TMRW
29 Jun
£640k
Estimated
Tender
FTS · Services
BC
Borough Council of Kings Lynn and West Norfolk
Management and Maintenance contract for West Norfolk Property Ltd
Real estate· Published 01 Jun
TMRW
29 Jun
£80k
Estimated
Below-thresh.
FTS · Services
NW
NHS Wales Shared Services Partnership-Procurement Services (hosted by Velindre University NHS Trust)
Provision of Routine Sprinkler Servicing (IP5)
Repair & maintenance· Published 02 Jun
TMRW
29 Jun
—
Estimated
Tender
FTS · Works
TP
THE PIRBRIGHT INSTITUTE
Tx8 & Tx9 Transformer and Switchgear New Building
Construction materials· Published 02 Jun
TMRW
29 Jun
£10.0m
Estimated
Tender
FTS · Services
LB
London Borough of Hackney
Parking and Markets Services IT Systems Procurement 2026
Software packages· Published 02 Jun
TMRW
29 Jun
£270k
Estimated
Tender
FTS · Services
NE
National Employment Savings Trust (NEST)
Coaching Platform
Business services· Published 04 Jun
TMRW
29 Jun
—
Estimated
Tender
FTS · Works
FE
Falmouth Exeter Plus
Sports Centre ASHP & Decarbonisation Works
Construction work· Published 01 Jun
TMRW
29 Jun
£800k
Estimated
Tender
FTS · Services
BC
Birmingham City Council
Birmingham Virtual School Educational Wellbeing Service
Health & social· Published 12 May
TMRW
29 Jun
£800k
Estimated
Tender
FTS · Services
BC
Birmingham City Council
Birmingham Virtual School Educational Wellbeing Service
Health & social· Published 12 May
TMRW
29 Jun
£5.0m
Estimated
Tender
FTS · Supplies
AL
APUC Limited
Plumbing & Heating Materials
Construction materials· Published 29 May
TMRW
29 Jun
£1.9m
Estimated
Tender
FTS · Services
UO
University Of Edinburgh
NMPH (Non-Medical Personal Help)
· Published 29 May
TMRW
29 Jun
£985k
Estimated
Tender
FTS · Works
FC
Forestry Commission FC
Design and Build Works for Mains Sewer Connection at High Lodge
Architecture & engineering· Published 27 May
TMRW
29 Jun
—
Estimated
Tender
FTS · Supplies
SG
Scottish Government
Framework Agreement for Fish Tracking Equipment
· Published 27 May
TMRW
29 Jun
£412k
Estimated
Tender
FTS · Services
GC
Gloucestershire County Council
FRAMEWORK AGREEMENT FOR THE PROCUREMENT OF OCCUPATIONAL HEALTH PHYSICIANS
Health & social· Published 27 May
TMRW
29 Jun
—
Estimated
Tender
CF
PI
PALLADIUM INTERNATIONAL LIMITED
Energy Connect - UK-ASEAN Energy Cooperation Forum and Study Visit in London
Petroleum & fuel· Published 08 Jun
TMRW
29 Jun
£500k
Estimated
Tender
FTS · Supplies
CF
CENTRE FOR PROCESS INNOVATION LIMITED
Specialist Filters
Medical equipment· Published 13 May
TMRW
29 Jun
£115k
Estimated
Tender
FTS · Services
UO
UNIVERSITY OF SALFORD(THE)
South Asia ICRs
Business services· Published 12 Jun
TMRW
29 Jun
£150k
Estimated
Tender
FTS · Services
NY
North Yorkshire County Council
City of York Council and North Yorkshire Council Joint Green Belt Assessment
Architecture & engineering· Published 11 Jun
Page 2 of 25
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