Independent Complaints Service

The purpose of this Invitation to Tender (ITT) is for TNA to select and appoint a single supplier to provide independent review services for a period of three years.

The purpose of the independent complaints review service is to provide an impartial and effective complaints review and resolution service for people and organisations dissatisfied with the response received to their concerns.

The role of the independent complaints service is to settle complaints about poor or inappropriate service, either by conciliation or adjudication.

The service will be provide a wholly independent final stage of complaint review, provided by a professional complaint handling service, which underpins The National Archives.

The service will investigate whether TNA has provided satisfactory service in line with its own policies and procedures. Each complaint issue is addressed in an unbiased way, seeking a fair outcome for all involved.