# A review of best practice in complaints handling procedures and guidance

> Tender notice from UK public-sector procurement sources.

## Key facts

- Public buyer: OFFICE OF RAIL AND ROAD
- Tender value: £25,000
- Published: 7 September 2020
- Planned start: 5 October 2020
- Planned end: 18 December 2020
- Stage: open_tender
- Procurement category: services
- Notice ID: 1898b2ba-9882-48e3-98be-5ea69b27ae32-379277
- OCID: ocds-b5fd17-8486d0bd-9fa1-41b3-969e-506462bba9a1

## Description

The purpose of this research is to consider whether aspects of our current guidance on complaints handling procedures continue to reflect best practice, so that the requirements we place on train companies keep pace with the latest developments and consumer expectations\. It should also provide an overview of approaches taken to the regulation of first tier complaints handling in other regulated sectors with an ombudsman scheme which are judged to be suitable comparators to rail, and which we may draw on to inform our own approach to our guidance and approvals role\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/1898b2ba-9882-48e3-98be-5ea69b27ae32-379277)