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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 4 of 25
Time to close
Value
Type
Buyer
Notice
Closing today / tomorrow20 notices
TMRW
29 Jun
£5.0m
Estimated
Tender
FTS · Supplies
AL
APUC Limited
Plumbing & Heating Materials
Construction materials· Published 29 May
TMRW
29 Jun
£187k
Estimated
Tender
FTS · Works
TM
TEAM MULTI-ACADEMY TRUST
Key Stage 2 classroom modular build
Construction work· Published 08 Jun
TMRW
29 Jun
£15k
Estimated
Below-thresh.
FTS · Services
DF
Department for Transport
Aviation Fleet Data Service
IT services· Published 08 Jun
TMRW
29 Jun
—
Estimated
Tender
FTS · Services
DC
Derry City and Strabane District Council
T26-085BUS Partner-Led Organisations -- Derry Halloween Parade 2026
Recreational & cultural· Published 09 Jun
TMRW
29 Jun
£30.0m
Estimated
Tender
FTS · Services
NB
NHS Business Services Authority
C436616 Research Delivery Data Intelligence (RDDI) Solution
IT services· Published 10 Jun
TMRW
29 Jun
—
Estimated
Tender
FTS · Services
CC
Chorley Council
Chorley School Swim Transport 2026/7
Transport services· Published 12 Jun
TMRW
29 Jun
£600k
Estimated
Tender
CF
LB
London Borough of Merton
ePayment System
Financial services· Published 15 May
TMRW
29 Jun
—
Estimated
Tender
FTS · Supplies
IM
IMPACT MULTI ACADEMY TRUST
Impact Multi Academy Trust - Electricity
Petroleum & fuel· Published 19 Jun
TMRW
29 Jun
£195k
Estimated
Tender
FTS · Services
UI
UK Industrial Fusion Solutions Ltd
Pd Ag Functional Testing
Architecture & engineering· Published 29 May
TMRW
29 Jun
£250k
Estimated
Tender
FTS · Services
NS
North Somerset Council
NSC-0646-25 Provision of First Aid Training
Education & training· Published 01 Jun
TMRW
29 Jun
£90k
Estimated
Below-thresh.
CF
LB
London Borough of Haringey
DPS1 1378 - Winter Pollard 2026
Architecture & engineering· Published 09 Jun
TMRW
29 Jun
£90k
Estimated
Below-thresh.
CF
LB
London Borough of Haringey
DPS1 1381 - Winter Pollard 2026
Architecture & engineering· Published 09 Jun
TMRW
29 Jun
—
Estimated
Tender
FTS · Services
CW
Cheshire West and Chester Council
Care Package 2043940
Health & social· Published 08 Jun
TMRW
29 Jun
£270k
Estimated
Tender
FTS · Works
PH
PROGRESS HOUSING GROUP LIMITED
Refurbishment to Tamworth Road, Long Eaton
Construction work· Published 28 May
TMRW
29 Jun
—
Estimated
Tender
FTS · Services
PT
Peabody Trust
Legal Services Framework
Business services· Published 28 May
TMRW
29 Jun
£270k
Estimated
Tender
FTS · Works
PH
PROGRESS HOUSING GROUP LIMITED
Refurbishment to Tamworth Road, Long Eaton
Construction work· Published 03 Jun
TMRW
29 Jun
£22.0m
Estimated
Tender
FTS · Works
DT
DfI Transport and Road Asset Management (TRAM)
DfI TRAM Road Asset Management – Road Restraint Systems Framework
Construction work· Published 21 May
TMRW
29 Jun
£57.0m
Estimated
Tender
FTS · Works
DT
DfI Transport and Road Asset Management (TRAM)
DfI TRAM Road Asset Management – Structures Framework
Construction work· Published 18 Jun
TMRW
29 Jun
£2.5m
Estimated
Tender
FTS · Services
BM
Belfast Metropolitan College
DFE – Belfast Metropolitan College (BMC) – Provision of Cleaning Services
Business services· Published 29 May
TMRW
29 Jun
£6.0m
Estimated
Tender
FTS · Services
DF
Department for Communities
DfC Collaborative Framework for the Provision of Interpreting and Translation Services
Business services· Published 02 Jun
Page 4 of 25
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