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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 21 of 25
Time to close
Value
Type
Buyer
Notice
Closing this week20 notices
7d
06 Jul
£433k
Estimated
Tender
FTS · Services
O
Ofgem
NDRHI & GGSS Statistical and Targeted Audits
Sewage & refuse· Published 26 Jun
7d
06 Jul
£13.0m
Estimated
Tender
FTS · Services
LB
London Borough of Croydon
Private Sector Licensing
Software packages· Published 04 Jun
7d
06 Jul
—
Estimated
Tender
FTS · Works
UO
UNIVERSITY OF SALFORD(THE)
Public Realm Programme Phase One
Construction work· Published 11 Jun
7d
06 Jul
£140k
Estimated
Tender
FTS · Services
WC
Westminster Council City
Lisson Grove Programme – Lilestone Street – Geotechnical Survey
Architecture & engineering· Published 16 Jun
7d
06 Jul
£433k
Estimated
Tender
FTS · Services
O
Ofgem
NDRHI & GGSS Statistical and Targeted Audits
Sewage & refuse· Published 05 Jun
7d
06 Jul
£120k
Estimated
Tender
FTS · Services
WD
Wealden District Council
WDC JB Local Environment Quality Survey (ESPH778 LM)
Business services· Published 08 Jun
7d
06 Jul
—
Estimated
Tender
FTS · Supplies
CC
Chorley Council
Invitation to Tender - The Provision of a Suite of Gym Equipment
Musical instruments· Published 01 Jun
7d
06 Jul
£210k
Estimated
Tender
FTS · Services
OI
Orkney Islands Council
Provision of Domestic Stock Condition Surveys
Architecture & engineering· Published 03 Jun
7d
06 Jul
£44k
Estimated
Below-thresh.
FTS · Services
HF
Heritage Fund
Digital Asset Management System
IT services· Published 08 Jun
7d
06 Jul
£450k
Estimated
Tender
FTS · Services
NE
NHS England
Provision of NHS Youth Forum Services
Health & social· Published 05 Jun
7d
06 Jul
£225k
Estimated
Tender
FTS · Services
WL
West Lothian Council
WLC Provision of Parental Employment Support
Education & training· Published 05 Jun
7d
06 Jul
£154k
Estimated
Tender
FTS · Services
WC
Wrexham County Borough Council
Provision of Statutory Childcare Training
Health & social· Published 09 Jun
7d
06 Jul
£70k
Estimated
Below-thresh.
FTS · Services
ST
Sheffield Teaching Hospitals NHS Foundation Trust
STH - Training and Assessment Platform for Cervical Sample Taker Initial Training
Software packages· Published 15 Jun
7d
06 Jul
£80k
Estimated
Below-thresh.
FTS · Works
HC
Hull City Council
Inglemire Lane Footpath Improvements
Construction work· Published 22 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
7d
06 Jul
£2.5m
Estimated
Tender
FTS · Services
WL
West London NHS Trust
Brent Local Youth Resource and Advice (LYRA) Hub
Health & social· Published 09 Jun
7d
06 Jul
£100k
Estimated
Tender
FTS · Supplies
DD
Dover District Council
Supply of Ice-Creams for the Kearsney Abbey Café, Dover
Food & beverages· Published 22 Jun
7d
06 Jul
£55k
Estimated
Below-thresh.
FTS · Services
CG
Cyngor Gwynedd
Scoping of Land for new build affordable dwellings in Gwynedd
Architecture & engineering· Published 19 Jun
7d
06 Jul
£2.1m
Estimated
Tender
FTS · Services
NB
NHS BATH AND NORTH EAST SOMERSET, SWINDON AND WILTSHIRE INTEGRATED CARE BOARD
Sight Testing for Children and Young People in Special Educational Settings
· Published 02 Jun
7d
06 Jul
—
Estimated
Tender
FTS · Services
PF
Places for People
Specialist Decant Accommodation Provider
Hotel & restaurant· Published 09 Jun
Page 21 of 25
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