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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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496 noticesopen · sorted by deadline ascending
Page 20 of 25
Time to close
Value
Type
Buyer
Notice
Closing this week20 notices
6d
05 Jul
£55k
Estimated
Below-thresh.
FTS · Works
CO
City of Bradford Metropolitan District Council
Haworth Road Outdoor Gym
Musical instruments· Published 18 Jun
6d
06 Jul
£1.5m
Estimated
Tender
FTS · Works
LB
London Borough of Southwark
Housing Aids and Adaptations
Construction work· Published 11 Jun
6d
06 Jul
—
Estimated
Tender
FTS · Services
SH
Scottish Hydro Electric Power Distribution Plc
SHEPD DPS for Constraint Managed Zones (CMZs) in Northern Scotland
Public utilities· Published 07 Jul
6d
06 Jul
—
Estimated
Tender
FTS · Services
SE
Southern Electric Power Distribution plc
SEPD DPS for Constraint Managed Zones (CMZs) in Southern England
Public utilities· Published 07 Jul
6d
06 Jul
—
Estimated
Tender
FTS · Services
WC
Wrexham County Borough Council
Dynamic Purchasing System (“DPS”) for the provision of Childcare Provision – Flying Start/Non Maintained Funded Early Education
Health & social· Published 07 Jul
7d
06 Jul
£3.3m
Estimated
Tender
FTS · Supplies
NG
NATIONAL GRID UK LIMITED
Procurement Intake & orchestration Software as a Service (SaaS)
Software packages· Published 09 Jun
7d
06 Jul
£4.0m
Estimated
Tender
FTS · Services
WC
Wirral Council
Delivery of Wirral Council's Connect to Work Individual Placement Support (IPS) Programme
Education & training· Published 04 Jun
7d
06 Jul
£50k
Estimated
Below-thresh.
FTS · Works
NY
North York Moors National Park Authority
Foresters Lodge River Restoration and Wetland Creation
Construction work· Published 04 Jun
7d
06 Jul
£50k
Estimated
Below-thresh.
FTS · Works
NY
North York Moors National Park Authority
Foresters Lodge River Restoration and Wetland Creation
Construction work· Published 04 Jun
7d
06 Jul
£4.0m
Estimated
Tender
FTS · Services
WC
Wirral Council
Delivery of Wirral Council's Connect to Work Individual Placement Support (IPS) Programme
Education & training· Published 04 Jun
7d
06 Jul
£50k
Estimated
Below-thresh.
FTS · Works
NE
Natural England
NNR19/560 Stodmarsh NNR stop board and access improvements
Construction work· Published 17 Jun
7d
06 Jul
£7.0m
Estimated
Tender
FTS · Services
GA
Guy's and St Thomas' NHS Foundation Trust
Provision of Wheelchair Maintenance & Rehab Engineering Services
Repair & maintenance· Published 04 Jun
7d
06 Jul
£1
Estimated
Below-thresh.
FTS · Services
PO
Ports of Jersey
Technical Specialist / Consultant to support the successful delivery of the Jersey Airport Radar Replacement Programme
Architecture & engineering· Published 19 Jun
7d
06 Jul
£3.8m
Estimated
Tender
FTS · Services
MO
Ministry of Defence, DIO,
Provision of Intelligence Reconnaissance Operator Flying Training
Education & training· Published 04 Jun
7d
06 Jul
£40k
Estimated
Below-thresh.
FTS · Services
AB
Ashford Borough Council
Drainage Engineer Consultancy Services
Architecture & engineering· Published 10 Jun
7d
06 Jul
£1.1m
Estimated
Tender
FTS · Services
DC
Durham County Council
Regulation 44 Visits by an Independent Person
Health & social· Published 04 Jun
7d
06 Jul
£1.5m
Estimated
Tender
FTS · Services
AC
Adra (Tai) Cyf
Fire Safety Servicing & Maintenance Services
Repair & maintenance· Published 05 Jun
7d
06 Jul
£225k
Estimated
Tender
FTS · Services
MC
Manchester City Council
Provision of Reoccupation Packing, Transport and Installation of Town Hall Collections
Supporting transport· Published 05 Jun
7d
06 Jul
£4.4m
Estimated
Tender
FTS · Services
WM
West Midlands Combined Authority
The Provision of Journey Planning, Mobile Ticketing and Mobile Application
IT services· Published 05 Jun
7d
06 Jul
£743k
Estimated
Tender
FTS · Supplies
YA
Yorkshire Ambulance Service NHS Trust
YAS 161 2025_26 Finance and Procurement System
Software packages· Published 15 May
Page 20 of 25
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