Contract Tender for a Service Complaint Adjudicator - legal services

The Office for Legal Complaints (OLC) operates the complaints scheme set up under the Legal Services Act 2007 (primarily Part 6) which provides a free, independent service to consumers looking for help with legal and claims management service complaints at second tier, the first tier being the professional service provider.

The current service complaints policy is on our website and is currently under review. We aim to resolve complaints about our service internally. This is done by case team leaders at stage 1. If the customer (consumer or professional service provider) is not satisfied with the response the complaint progresses to stage 2 and is dealt with by a senior member of staff. If customers remain dissatisfied with that response the compliance team, who administer the service complaints process, forward the complaint to the Service Complaints Adjudicator (SCA).

The nature of the work to be provided by the SCA is set out in the service complaints policy and how it is provided is set out in the terms and conditions of the contract. The SCA will perform an investigation, review and report recommendations to the OLC in line with the current policy

The contract will be for a one year period with an option to extend up to a further two years and to commence 1 April 2018. The proposed contract terms are set out as an appendix to this tender. Bidders who wish to amend or contract using different or amended terms must indicate this as part of their tender submissions although OLC reserves the right not to agree to them.

Submissions should be made according to the guidelines and requirements included in the Invitation to Tender document attached to this proposal.

An error in CPU code reporting from the EU means that the industry shows incorrectly as construction. This is not a error that we can correct. Please be aware that we are a part of the legal services industry.