Rail Ombudsman Service
Office Of Rail And Road
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Key details
Procurement
- 79342300 Customer services
What happened
Office Of Rail And Road awarded this contract to Dispute Resolution Ombudsman worth £4,951,460 on 22 Jun 2023. The contract runs until 5 Sept 2028.
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?
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External ID: cf-ocds-b5fd17-84302954-69bc-43e5-92f5-af59286b639a • Added 4 October 2026