Rail Ombudsman Service

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.

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