# Complaints Handling Satisfaction Survey

> A sourced UK public-sector contract award published by OFFICE OF RAIL REGULATION.

## Key facts

- Public buyer: [OFFICE OF RAIL REGULATION](/buyers/office-of-rail-regulation/contract-awards)
- Contract winner: M·E·L Research Ltd
- Award value: £108,284
- Tender value: £120,000
- Award date: 13 March 2025
- Published: 13 March 2025
- Contract start: 24 March 2025
- Contract end: 31 March 2029
- Stage: awarded
- Procurement category: services
- Notice ID: c1ac845b-598c-43df-a6f3-cc36b62652a9-833613
- OCID: ocds-b5fd17-5eaea1e4-8369-4a8b-80f6-f778fd1ee78c

## Description

The overall aim of the passenger complaints satisfaction survey is to gain insight into passengers' experiences with the complaints handling procedures of TOCs including compliance with key aspects of the ORR Complaints Code of Practice\.

## Related contract awards

- [Fare enforcement T&Cs focus groups and call for evidence follow-up interviews](/contracts/ocds-b5fd17-7f2c26e0-2e8b-43b6-893e-651b9cb38669): OFFICE OF RAIL REGULATION
- [ORR Suite of Contracts](/contracts/ocds-b5fd17-0c47a247-3fd8-476f-92e8-a98fdc6380cf): OFFICE OF RAIL REGULATION
- [Fare enforcement staff research](/contracts/ocds-b5fd17-d2d07bd8-09aa-4d2f-8a64-25b0c1ca4966): OFFICE OF RAIL REGULATION
- [Quotation for Additional Licensing Consultation Services - AWARD](/contracts/ocds-b5fd17-ec16912f-2781-4b2e-b78f-43ace4fc7898): Sandwell Metropolitan Borough Council
- [Quotation for Delivery and Analysis of a Satisfaction Survey to Sandwell Tenants - AWARD](/contracts/ocds-b5fd17-afc8f7f2-922c-440b-8727-a3eb1b9f18d4): Sandwell Metropolitan Borough Council

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/c1ac845b-598c-43df-a6f3-cc36b62652a9-833613)