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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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175,267 noticesclosed · sorted by publication date
Page 297 of 8764
Time to close
Value
Type
Buyer
Notice
CLOSED
03 Apr
—
Estimated
Closed
CF
HC
Hertfordshire Catering Limited
The Provision of Servicing and Maintenance For Kitchen Equipment
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31 Mar
—
Estimated
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CF
FS
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FSCS504 Travel Management Services
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PP
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UPS Service & Repair and Battery Replacements
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CI
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Procurement of Office and Educational Furniture
Furniture & furnishings· Published 20 Feb
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TR
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Tree Maintenance Tender for FRAMEWORK 2025-2029
Agriculture & forestry· Published 20 Feb
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MO
Ministry of Defence, DIO,
IRM24/7691 - The Supply of Defence Stores
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—
Estimated
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CF
CC
Coventry City Council (COV)
COV - Ice Cream Concession 2025-2029 (Parks)
Hotel & restaurant· Published 20 Feb
CLOSED
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—
Estimated
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CF
BC
BRITISH COUNCIL(THE)
2025 GE Construction Services DPS
Architecture & engineering· Published 20 Feb
CLOSED
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CF
NR
Nuclear Restoration Services Limited (Dounreay)
Reserved Procurement - Off-site Storage of Residual NaK Removal Equipment
Supporting transport· Published 20 Feb
CLOSED
24 Mar
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SM
Science Museum Group
NRM Central Hall Building Control Consultant - Approved Inspector
Architecture & engineering· Published 20 Feb
CLOSED
28 Mar
—
Estimated
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UR
UK Research & Innovation
UKRI-4347 Compressed Air, Nitrogen Generators, Carbon Towers and Associated Services
Repair & maintenance· Published 20 Feb
CLOSED
07 Apr
£1.0m
Estimated
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HA
Herefordshire and Worcestershire Health and Care NHS Trust
Occupational Health Services
Health & social· Published 20 Feb
CLOSED
20 Feb
—
Estimated
Closed
FTS · Services
SS
South Staffordshire College
HR - TEMPORARY STAFFING (ACADEMIC & SUPPORT)
Business services· Published 20 Feb
CLOSED
24 Mar
£14.0m
Estimated
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CF
DC
Derbyshire County Council
PLACE622H- Supply of Traffic Management
Transport equipment· Published 20 Feb
CLOSED
28 Mar
—
Estimated
Closed
CF
MO
Ministry of Defence, DIO,
713433450 - Supply of LPG to MoD Sites in Italy
Petroleum & fuel· Published 20 Feb
CLOSED
03 Mar
£400k
Estimated
Closed
CF
CW
Cheshire West and Chester Council
Occupational Health Service - SOFT MARKET TESTING (FEB25)
Health & social· Published 20 Feb
CLOSED
04 Apr
—
Estimated
Closed
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PS
Procurement Services - Lifecycle on behalf of COMMERCIAL SERVICES KENT LIMITED
Supply of Asbestos Inspection and Removal Y23061
Sewage & refuse· Published 20 Feb
CLOSED
19 Mar
—
Estimated
Closed
CF
HE
HealthTrust Europe LLP (HTE)
Framework Agreement for the Supply of Environmental Monitoring Solutions
Sewage & refuse· Published 20 Feb
CLOSED
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£1.0bn
Estimated
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CF
CP
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CA15344 - Utilities Dynamic Purchasing System (DPS)
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Page 297 of 8764
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