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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 5 of 25
Time to close
Value
Type
Buyer
Notice
Closing today / tomorrow20 notices
TMRW
29 Jun
£750k
Estimated
Tender
FTS · Supplies
T
Translink
P-3372 Supply of Road Rail Recovery Vehicle
Transport equipment· Published 02 Jun
TMRW
29 Jun
£321k
Estimated
Tender
FTS · Services
DO
Department of Health & Social Care
DHSC:ASC Fair Pay Agreement Negotiation Support Fund
Health & social· Published 29 May
TMRW
29 Jun
£917k
Estimated
Tender
FTS · Services
PH
Paradigm Housing Group Limited, trading as SettleParadigm
SettleParadigm Pumping Station Servicing, Repair and Maintenance
Repair & maintenance· Published 28 May
TMRW
29 Jun
—
Estimated
Tender
FTS · Supplies
TE
The Education Training Collective
General Staff Uniform - 2026
Clothing & footwear· Published 10 Jun
TMRW
29 Jun
£917k
Estimated
Tender
FTS · Services
PH
Paradigm Housing Group Limited, trading as SettleParadigm
SettleParadigm Pumping Station Servicing, Repair and Maintenance
Repair & maintenance· Published 28 May
TMRW
29 Jun
—
Estimated
Tender
FTS · Services
RA
Royal Academy of Engineering
Shott Scale Up Accelerator Growth Training Programme
Education & training· Published 09 Jun
TMRW
29 Jun
£500
Estimated
Below-thresh.
FTS · Works
MC
Medway Council
Temple Marsh Landscape Works
Construction work· Published 19 May
TMRW
29 Jun
£500
Estimated
Below-thresh.
FTS · Works
MC
Medway Council
Temple Marsh River Wall Works
Construction work· Published 19 May
TMRW
29 Jun
£200k
Estimated
Tender
FTS · Works
NT
Northern Trains Limited
CCTV Broad Green
Construction work· Published 22 May
TMRW
29 Jun
£1.3m
Estimated
Tender
FTS · Services
UR
UK Research and Innovation
UKRI-5955 IUK Venture Builder Pilot
Business services· Published 22 Jun
TMRW
29 Jun
—
Estimated
Tender
CF
PF
PROCUREMENT FOR SCHOOLS LTD
NORBURY SCHOOL GRASS RESURFACING & DRAINAGE PROJECT (HA1)
Furniture & furnishings· Published 11 Jun
TMRW
29 Jun
£5.0m
Estimated
Tender
CF
BB
Balfour Beatty VINCI JV HS2
BBV HS2 MWCC North - Architectural Construction Works - Buildings
Construction work· Published 23 Jun
TMRW
29 Jun
—
Estimated
Tender
CF
CI
Chemonics International, Inc.
Procurement of Semi-trailer low-loader
Transport equipment· Published 12 Jun
TMRW
29 Jun
£542k
Estimated
Tender
FTS · Supplies
RM
Royal Mint
X-Ray Transmission Sorting Facility for Tantalum
Laboratory equipment· Published 28 May
TMRW
29 Jun
—
Estimated
Tender
FTS · Services
PO
Post Office Limited
Post Office Branch - Merchant Street
Postal & telecomms· Published 16 Jun
TMRW
29 Jun
£61.0m
Estimated
Tender
FTS · Supplies
LQ
LONDON & QUADRANT HOUSING TRUST
Kitchens Supply & Supply & Fit
Furniture & furnishings· Published 28 Apr
TMRW
29 Jun
£500k
Estimated
Tender
FTS · Services
PH
Portsmouth Hospitals University NHS Trust
NHS Staff Transport - Queen Alexandra Hospital (PHU) & St Mary's Hospital (IWT)
Transport services· Published 28 May
TMRW
29 Jun
£100k
Estimated
Tender
FTS · Works
GB
Gedling Borough Council
Onchan Park Play Area - Design, Supply, Installation & Refurbishment
Musical instruments· Published 01 Jun
TMRW
29 Jun
£508k
Estimated
Tender
FTS · Supplies
LC
Lisburn & Castlereagh City Council
Supply of Personal Protective Equipment (PPE) for Lisburn and Castlereagh City Council
Security & defence· Published 02 Jun
TMRW
29 Jun
£600k
Estimated
Tender
FTS · Services
CY
Coleg y Cymoedd
Waste Services (All Sites)
Sewage & refuse· Published 19 May
Page 5 of 25
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