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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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496 noticesopen · sorted by deadline ascending
Page 9 of 25
Time to close
Value
Type
Buyer
Notice
Closing this week20 notices
2d
01 Jul
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Estimated
Tender
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EL
East Lothian Council
Provision of food waste reprocessing
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2d
01 Jul
£200k
Estimated
Tender
CF
BC
Bedford College
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2d
01 Jul
—
Estimated
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Pateley Bridge Town Council
Caretaking Contract (2026-2029)
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2d
01 Jul
£1.8m
Estimated
Tender
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YT
York Teaching Hospital Facilities Management LLP
Waste Management Services
Sewage & refuse· Published 27 May
2d
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£2.2m
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East Riding of Yorkshire Council
Term Service Contract for Footways Slurry Sealing
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01 Jul
£135k
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Tender
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WV
WEAVER VALE HOUSING TRUST LIMITED
Office & Depot Cleaning 2026-2029
Sewage & refuse· Published 27 May
2d
01 Jul
£1.7m
Estimated
Tender
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YT
York Teaching Hospital Facilities Management LLP
Waste Management Services
Sewage & refuse· Published 26 May
2d
01 Jul
£1.7m
Estimated
Tender
FTS · Services
YT
York Teaching Hospital Facilities Management LLP
Waste Management Services
Sewage & refuse· Published 26 May
2d
01 Jul
£1.7m
Estimated
Tender
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YT
York Teaching Hospital Facilities Management LLP
Waste Management Services
Sewage & refuse· Published 26 May
2d
01 Jul
£28k
Estimated
Below-thresh.
FTS · Services
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Cirencester Town Council
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2d
01 Jul
£3.3m
Estimated
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Gateshead Council
Pseudo-DPS for Apprenticeship Training Provision
Education & training· Published 22 Sept
2d
01 Jul
—
Estimated
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FTS · Services
BC
BIRMINGHAM CHILDREN'S TRUST COMMUNITY INTEREST COMPANY
DSE Chairs and Assessments
Furniture & furnishings· Published 12 Jun
2d
01 Jul
£10.0m
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CF
CP
Crescent Purchasing Consortium Limited
CA17950 - HR, Payroll and Employee Screening Services 2
Business services· Published 03 Jun
2d
01 Jul
—
Estimated
Tender
FTS · Services
NT
Nottingham Trent University
Provision of Specialist One to One Study Skills Support
Business services· Published 29 May
2d
01 Jul
—
Estimated
Tender
FTS · Services
SG
Scottish Government
Electronic Monitoring
· Published 14 May
2d
01 Jul
£75k
Estimated
Below-thresh.
FTS · Services
CT
Cyngor Tref Aberystwyth Town Council
Aberystwyth Christmas Lighting 2026-28
Electrical machinery· Published 26 May
2d
01 Jul
—
Estimated
Tender
FTS · Services
GC
Glasgow Caledonian University
Air Conditioning-Cooling Plant Maintenance and Repair (GCU)
· Published 28 May
2d
01 Jul
£150k
Estimated
Tender
FTS · Services
NW
NHS Wales Shared Service Partnership
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R&D services· Published 28 May
2d
01 Jul
£167k
Estimated
Tender
FTS · Supplies
NY
North Yorkshire County Council
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Furniture & furnishings· Published 29 May
2d
01 Jul
—
Estimated
Tender
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AC
Armagh City, Banbridge and Craigavon Borough Council
The Supply of Event Equipment for Community and Voluntary Events
Construction work· Published 02 Jun
Page 9 of 25
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