BIG001-1038 Independent Complaint Reviewer

Tender description

The National Lottery Community Fund are seeking a service provider for the provision of an independent complaint review service for the Lottery distributors and their customers. The independent complaint review service is available for complainants who remain dissatisfied with the Lottery distributor’s response to their complaint. The service must include: • Determination of eligibility for independent complaint review • Setting out terms of reference for investigation • Investigating the complaint • Producing a written report with findings and recommendations • Providing an annual report on their work for Lottery management and board members The volume of complaints that escalate to independent review is low. The incumbent Independent Complaint Reviewer (ICR) has received 12 complaints since November 2014. Candidate service providers must be able to demonstrate: • Experience of working in or with the public sector at a senior level • Experience of investigating and making decisions • Ability to be impartial and take an objective view • Ability to assimilate information quickly and make a judgement • Consider complaints in line with the standards set by the relevant ombudsman • Evidence of clear, easily understood report writing • Ability to organise own work efficiently, work to agreed time scales and to use IT systems competently and • Compliance with GDPR requirements ICR service providers should have experience of handling equality and discrimination complaints and have experience from a legal or ombudsman background. Welsh language provision is desirable as Welsh and UK-wide distributors provide services in Welsh.