Published date: 14 June 2023

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


Closing: 13 March 2023, 10am

Contract summary

Industry

  • Customer services - 79342300

Location of contract

United Kingdom

Value of contract

£6,000,000

Procurement reference

ORR/CT/22-03

Published date

14 June 2023

Closing date

13 March 2023

Closing time

10am

Contract start date

22 May 2023

Contract end date

5 September 2028

Contract type

Service contract

Procedure type

Open procedure (above threshold)

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

This procedure can be used for procurements above the relevant contract value threshold.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

Yes

Description

The ORR is seeking an independent supplier to provide a complete end-to-end Alternative Dispute Resolution scheme for the rail industry on a not for profit basis, to include the following key features:

a. free to consumers;

b. an impartial arbitrator for firms and consumers in resolving disputes;

c. run on a not for profit basis;

d. issues decisions that are binding on firms but not consumers; and

e. a source of evidence and intelligence, drawn from its role resolving disputes, on issues that may cause consumer detriment in the rail industry, the overall passenger experience of raising a complaint about a rail service.

More information

Previous notice about this procurement

Rail Ombudsman Service

  • Opportunity
  • Published 27 January 2023

Links

  • http://orr.bravosolution.co.uk
  • Bidding documents
  • The complete Invitation to Tender document set can be found within the ORR Procurement Portal (BARVO).

Additional text

This requirement is advertised on Finder A Tender: https://www.find-tender.service.gov.uk/Notice/002457-2023?

Award information

Awarded date

22 June 2023

Contract start date

22 May 2023

Contract end date

26 November 2028

Total value of contract

£4,951,460

This contract was awarded to 1 supplier.

Dispute Resolution Ombudsman

Address

Premier House 1st Floor
1-5 Argyle Way
Stevenage
Herts SG1 2AD

Reference

Companies House number: 08945616

Supplier is SME?

Yes

Supplier is VCSE?

No

About the buyer

Contact name

Gayle Webster

Address

25 Cabot Square
London
E144QA
England

Telephone

02072823944

Email

procurementteam@orr.gov.uk