Rail Ombudsman Service
OFFICE OF RAIL AND ROAD · London
Key facts
- Contract value
- £4,951,460
- Awarded
- 21 Jun 2023
- Contract starts
- 21 May 2023
- Contract ends
- 26 Nov 2028
- Procedure
- Open procedure (above threshold)
- Buyer type
- Central government
Awarded to
| Supplier | Value |
|---|---|
| Dispute Resolution Ombudsman | £4,951,460 |
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.
Additional information: This requirement is advertised on Finder A Tender: https://www.find-tender.service.gov.uk/Notice/002457-2023?
Categories (CPV)
- 79342300 Customer services
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