BIG001-1038 Independent Complaints Reviewer

Tender description

The customer complaints process for The National Lottery Community Fund involves a three stage process. Stages 1 and 2 of the process are internal reviews and stage 3 is an independent review. Beyond the independent review the customer may approach the Parliamentary and Health Service Ombudsman (PHSO). The service being procured is for the independent stage. Six other lottery distributors are also signed up to this process and would be signatories to the contract. The additional distributors are Arts Council England, Arts Council Wales, British Film Institute, The National Lottery Heritage Fund, Sport England and UK Sport. The Lottery Forum have asked that this procurement occurs. The service required is for an independent complaints reviewer to consider and provide an expert view on the complaint submitted. This would be to review whether the relevant distributor followed process, whether the processes were fair and if the distributor has acted in a discriminatory manner.