# Independent Complaints Service

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [THE NATIONAL ARCHIVES](/buyers/the-national-archives/contract-awards)
- Contract winner: CH&I ASSOCIATES LTD
- Award value: £15,000
- Award date: 23 March 2018
- Published: 26 March 2018
- Contract start: 1 April 2018
- Contract end: 31 March 2021
- Stage: awarded
- Procurement category: services
- Notice ID: c95e80aa-56ff-4536-bc60-92e5ef6e9ad8-207462
- OCID: ocds-b5fd17-2befff18-5063-49f2-a3e1-7bcb8cebc2a7

## Description

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\.

## Related contract awards

- [Subject Classification Work for UK Legislation](/contracts/ocds-b5fd17-b8f5a4b0-3e0d-49aa-9653-df9bf14877cc): The National Archives
- [MongoDB Atlas Pro Package](/contracts/ocds-b5fd17-c8e18a46-007c-457e-9c42-e018d52bf52c): The National Archives
- [Contingent Labour](/contracts/ocds-b5fd17-0b5efc22-b3b4-480a-b8d2-287efbd4d9f8): The National Archives
- [Independent Complaints Service](/contracts/ocds-b5fd17-b718f05d-f49a-4903-b80a-a9245c7f823a): The National Archives
- [External Independent Review of GMC Escalated Customer Complaints](/contracts/ocds-b5fd17-95b48b37-1722-4324-b080-306cd3ad77e5): General Medical Council \(GMC\)

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/c95e80aa-56ff-4536-bc60-92e5ef6e9ad8-207462)