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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

You might also see

  • All Legal Ombudsman notices →
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Open full notice ↗View in this tab
496 noticesopen · sorted by deadline ascending
Page 3 of 25
Time to close
Value
Type
Buyer
Notice
Closing today / tomorrow20 notices
TMRW
29 Jun
£207k
Estimated
Tender
FTS · Works
NN
North Northamptonshire Council
Tithe Barn Refurbishment
Construction work· Published 12 Jun
TMRW
29 Jun
£6.0m
Estimated
Tender
FTS · Works
DC
Durham County Council
Framework for Drainage and Asset Management Investigation, Maintenance and Refurbishment Works
Construction work· Published 28 May
TMRW
29 Jun
—
Estimated
Tender
FTS · Services
SA
South Ayrshire Council
Flexible Framework Agreement for Supported Living and Personal Care for Adults with Learning Disabilities (1st Reopening)
Health & social· Published 15 May
TMRW
29 Jun
£1.0m
Estimated
Tender
FTS · Services
TM
The Mayor and Commonalty and Citizens of the City of London
Economic and Cyber Crime Academy (ECCA) Venue Hire
Education & training· Published 28 May
TMRW
29 Jun
£20.0m
Estimated
Tender
FTS · Services
SN
Sovereign Network Group
Establishing a framework for provision of Architect Consultancy Services
Architecture & engineering· Published 02 Jun
TMRW
29 Jun
£1.9m
Estimated
Tender
FTS · Services
SW
South Western Ambulance Service NHS Foundation Trust
SWAST-5126-FM Water Safety
Architecture & engineering· Published 28 May
TMRW
29 Jun
£300k
Estimated
Tender
FTS · Services
LC
Low Carbon Contracts Company Ltd
Payroll & HRIS Service Provision
Business services· Published 28 May
TMRW
29 Jun
£350k
Estimated
Tender
FTS · Supplies
HA
Highlands and Islands Airports Limited
Non-Directional Beacon (NDB) Replacement at Stornoway (SYY) and Sumburgh (LSI)
· Published 28 May
TMRW
29 Jun
—
Estimated
Tender
FTS · Services
TB
The Boleyn Trust
Provision of MAT Financial Management Support
Financial services· Published 03 Jun
TMRW
29 Jun
£3.6m
Estimated
Tender
FTS · Services
LC
Lancashire Combined Fire Authority
LFR02 - Closed Framework for Vehicle Maintenance and Servicing
Repair & maintenance· Published 02 Jun
TMRW
29 Jun
£8.3m
Estimated
Tender
FTS · Works
SH
SUTTON HOUSING PARTNERSHIP LIMITED
Support Trades Supply Chain Framework
Construction work· Published 02 Jun
TMRW
29 Jun
£200k
Estimated
Tender
FTS · Services
GH
Gloucestershire Hospitals NHS Foundation Trust
Personal Dosimetry Service and Environmental Radiation dose Monitoring Services.
Sewage & refuse· Published 03 Jun
TMRW
29 Jun
£1
Estimated
Below-thresh.
FTS · Services
CC
Ceredigion County Council
Ceredigion - Learner Transport - Taxis 2026 / Ceredigion – Cludiant Dysgwyr – Tacsis 2026
Transport services· Published 03 Jun
TMRW
29 Jun
£35k
Estimated
Below-thresh.
FTS · Services
SM
Science Museum Group
MEP Survey Station Building at Science and Industry Museum, Manchester
Architecture & engineering· Published 03 Jun
TMRW
29 Jun
£273k
Estimated
Tender
FTS · Supplies
TU
The University Of Kent
High Speed Camera System
Laboratory equipment· Published 03 Jun
TMRW
29 Jun
£20.0m
Estimated
Tender
FTS · Services
SN
Sovereign Network Group
Establishing a framework for provision of Architect Consultancy Services
Architecture & engineering· Published 02 Jun
TMRW
29 Jun
£1.2m
Estimated
Tender
FTS · Services
TV
Tees Valley Combined Authority
TVCA-PROC-0863 - Business Tees Valley website Platform Development
Office & computing· Published 04 Jun
TMRW
29 Jun
£330k
Estimated
Tender
FTS · Services
WS
West Sussex County Council
Replacement Audio‑Visual and Webcasting System - West Sussex County Council
IT services· Published 01 Jun
TMRW
29 Jun
£2.0m
Estimated
Tender
FTS · Services
SN
SOMERSET NHS FOUNDATION TRUST
Provision of a Mental Health Crisis House in Somerset
· Published 01 Jun
TMRW
29 Jun
£81k
Estimated
Below-thresh.
FTS · Services
MB
Metropolitan borough of Bury
Bury Older People's Network and Bury Dementia Co-Production Network
Health & social· Published 05 Jun
Page 3 of 25
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