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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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496 noticesopen · sorted by deadline ascending
Page 1 of 25
Time to close
Value
Type
Buyer
Notice
Closing today / tomorrow20 notices
TMRW
29 Jun
£38k
Estimated
Below-thresh.
FTS · Services
WC
Wrexham County Borough Council
Proc-25-317 | Dry Cleaning Services
Industrial machinery· Published 02 Jun
TMRW
29 Jun
£450k
Estimated
Tender
FTS · Works
AL
Abbots Langley Parish Council
Primrose Hill Community Hall & Car Park Resurfacing
Petroleum & fuel· Published 08 Jun
TMRW
29 Jun
£450k
Estimated
Tender
FTS · Works
AL
Abbots Langley Parish Council
Primrose Hill Community Hall & Car Park Resurfacing
Petroleum & fuel· Published 09 Jun
TMRW
29 Jun
—
Estimated
Tender
CF
TH
Tullie House Museum & Art Gallery Trust
Project Tullie Phase 3: Digital Installation Design Request for Quotation
Recreational & cultural· Published 22 May
TMRW
29 Jun
£245k
Estimated
Tender
FTS · Services
FC
First Choice Homes Oldham
For the Provision of: Gas & Electrical Audits
Business services· Published 29 May
TMRW
29 Jun
£12.0m
Estimated
Tender
FTS · Services
RF
Royal Free London NHS Foundation Trust
The Provision of Enhanced Virtual Care Project
Health & social· Published 29 May
TMRW
29 Jun
£25k
Estimated
Below-thresh.
FTS · Services
AB
Ashford Borough Council
Ashford Integrated Economic Development Needs Study (EDNS)
Business services· Published 04 Jun
TMRW
29 Jun
£1.3m
Estimated
Tender
FTS · Services
LL
Loch Lomond & The Trossachs National Park Authority
Public Toilet Cleaning Services
· Published 29 May
TMRW
29 Jun
£2.3m
Estimated
Tender
FTS · Services
MO
Ministry of Defence, DIO,
PROVISION OF A CONTRACTED LIVERY YARD SERVICE FOR THE HOUSEHOLD CAVALRY MOUNTED REGIMENT
Agricultural products· Published 03 Jun
TMRW
29 Jun
£750k
Estimated
Tender
FTS · Services
PP
Peterhead Port Authority
Smith Quay Extension - Professional Services Contract
Architecture & engineering· Published 09 Jun
TMRW
29 Jun
£100k
Estimated
Tender
FTS · Services
FS
Food Standards Agency
Effectiveness of interventions taken by UK slaughterhouses and cutting plants in response to unsatisfactory process hygiene criteria (PHC) results
R&D services· Published 18 May
TMRW
29 Jun
£273k
Estimated
Tender
FTS · Supplies
TU
The University Of Kent
High Speed Camera System
Laboratory equipment· Published 28 May
TMRW
29 Jun
—
Estimated
Tender
FTS · Supplies
LB
London Borough of Hounslow
Umbrella
· Published 16 Jun
TMRW
29 Jun
—
Estimated
Tender
CF
BC
Birmingham City Council
P0704a - Therapeutic interventions for children adopted from care and their adoptive families and for children on special guardianship orders where they have previously been looked after - DPS
Health & social· Published 21 Jul
TMRW
29 Jun
£225k
Estimated
Tender
CF
LB
London Borough of Hounslow
Umbrella
Radio & TV equipment· Published 16 Jun
TMRW
29 Jun
£4.3m
Estimated
Tender
FTS · Works
SC
Stoke-on-Trent Council
Repairs & Maintenance Services (RMS) - Framework for replacement doors and associated canopies and cladding (CRN/2026/152)
Construction work· Published 21 May
TMRW
29 Jun
£200k
Estimated
Tender
FTS · Works
ES
East Suffolk and North Essex NHS Foundation Trust
ESNEFT3225 - Replacement of Roof at ERICA/Block 36
Construction work· Published 22 May
TMRW
29 Jun
£420k
Estimated
Tender
FTS · Services
ER
East Riding of Yorkshire Council
Term Service Contract to Provide Tanker Services
Repair & maintenance· Published 17 Jun
TMRW
29 Jun
£350k
Estimated
Tender
FTS · Works
NY
North Yorkshire County Council
Wetherby Road Signals & Pedestrian Crossing Upgrades
Construction work· Published 22 May
TMRW
29 Jun
£660k
Estimated
Tender
FTS · Works
TS
The Sheffield College
Planned and reactive refurbishment works under a Measured Term Contract
Construction work· Published 22 May
Page 1 of 25
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