A review of best practice in complaints handling procedures and guidance
OFFICE OF RAIL AND ROAD · London
Key facts
- Estimated value
- £25,000
- Closing date
- 21 Sep 2020
- Contract starts
- 04 Oct 2020
- Contract ends
- 18 Dec 2020
- Procedure
- Open procedure (below threshold)
- Buyer type
- Central government
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.
Categories (CPV)
- 73210000 Research consultancy services
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