Published date: 21 February 2017

Awarded contract - This means that the contract has been awarded to a supplier.


Closing: 2 December 2016

Contract summary

Industry

  • Research consultancy services - 73210000

Location of contract

Scotland, North West, Wales, Northern Ireland, London

Value of contract

£80,000

Procurement reference

MT193737

Published date

21 February 2017

Closing date

2 December 2016

Contract start date

19 December 2016

Contract end date

18 December 2019

Contract type

Service contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

Description

We are committed to providing excellent service in the wide range of interactions we have with our customers, regardless of whether they are engaging with us as a doctor, member of the public, employer or in any other capacity. Sometimes we get things wrong, or are unable to help our customers in the way they would like. Our customer complaints process gives our customers a voice to provide feedback on our services, and the GMC receives approximately 2500 customer complaints per year.
To ensure the highest standards in our handling of customer complaints the GMC commissioned an independent review of our complaints handling in 2014.
In addition to acting on the recommendations of the independent review we have been working to attain accreditation from the British Standards Institute (BSI) for ISO 10002 Complaints Handling, being accredited in January 2016.
Following a recommendation of the independent review and with GMC Council's approval we have appointed a suitably qualified organisation to independently review our new complaints handling processes on an annual basis.
GMC Council has asked that we explore the feasibility of having a final and independent external examiner of individual customer complaints which have been escalated through our internal process. This escalation will be at the discretion of the GMC and will be based on a criteria determined by the GMC.

More information

Links

Award information

Awarded date

16 December 2016

Contract start date

19 December 2016

Contract end date

18 December 2019

Total value of contract

£80,000

This contract was awarded to 1 supplier.

Icrs

Address

23 Allum Lane, , Elstree

Reference

None

Supplier is SME?

No

Supplier is VCSE?

No

About the buyer

Contact name

Chris Park

Address

3 Hardman Street
Manchester
M3 3AW
England

Telephone

+44 1619236340

Email

gmctenders@gmc-uk.org

Website

http://www.gmc-uk.org