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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 302 of 8764
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Value
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Notice
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Estimated
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University of Plymouth
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£460k
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PA
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The Provision of Out of Court Disposal Courses
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Estimated
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MCA - Maritime and Coastguard Agency
MCA Small Vessel Chartering Provision
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PAN3264 - Supply of Beers, Wines, Spirits and Soft Drinks
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CLOSED
05 Mar
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Estimated
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HA
Health and Safety Executive
THE PROVISION OF AN ONLINE RESEARCH PLATFORM CITATION/ABSTRACT DATABASE PROVIDING ACCESS TO LEADING PEER REVIEWED SCIENTIFIC AND ACADEMIC JOURNAL ARTICLES, CONFERENCE PROCEEDINGS AND BOOKS
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CLOSED
20 Mar
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Estimated
Closed
CF
TE
Tate Enterprises
Emilija Skarnulyte Time Based Media Services - Tate St Ives
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Estimated
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Broadland Development Services Limited
Broadland Development Services Homes for the Future Main Contractor Framework
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Estimated
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Milton Keynes Council
Milton Keynes Waste Recovery Plant Residual Waste Treatment Contract
Sewage & refuse· Published 19 Feb
CLOSED
22 Apr
—
Estimated
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CF
NS
NHS Supply Chain : NHS Supply Chain
Minimally Invasive Surgery
Medical equipment· Published 19 Feb
CLOSED
26 Mar
—
Estimated
Closed
CF
CO
City of London Corporation
City of London School for Girls Refurbishment
Construction work· Published 19 Feb
CLOSED
24 Mar
£470k
Estimated
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CF
LB
London Borough of Hackney
London Fields Park Depot Refurbishment
Construction work· Published 19 Feb
CLOSED
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—
Estimated
Closed
CF
BB
Basildon Borough Council
Lift Maintenance Services
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Page 302 of 8764
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