Guidance notes for completion

It will greatly help us to handle your case if you are concise and ensure that your concerns are clearly set out. If you wish to send any supporting documents, you should indicate clearly how they support the particulars of the request for review. You should forward these to the OGC Service Desk quoting the reference number, which is provided after submission of the form.  

As part of the Feedback Service acceptance criteria assessed on the Feedback Form, you will be asked to confirm whether:

• You have already pursued your enquiry with the contracting authority concerned and the current status of that enquiry. 
• Whether you wish to remain anonymous.   
• You have initiated, or are contemplating (or are aware of) formal proceedings against the contracting authority in relation to this or a related matter (e.g. in the UK courts, or by writing to the European Commission). 
• The request for review relates to Central Government and the MOD or the wider public sector (which includes Local Authorities, the NHS, and Education establishments).  
• You have read and accepted the scope and remit of the Service

Please note that OGC cannot provide legal advice and is not a legal avenue to resolve complaints, or to obtain compensation. We advise you to consult your own legal advisors to determine the most appropriate course of action.

How your feedback will be handled

In all cases
OGC will acknowledge receipt of your form and you will receive a reference number.  We will review the information provided to ensure that it meets one or more of the acceptance criteria for matters requiring further action. We may contact you for further clarification if required.

For feedback related to Central Government and the MOD
1. We will inform you whether we will be taking forward your concerns, and if not, the reason for this. Please note that depending on the number of cases under consideration at a given time, there may be occasions when resources available to us require us to prioritise enquiries.  If we are unable to pursue your matter, or has to postpone involvement, we will notify you and provide an explanation as to why. 
2. If your feedback meets acceptance criteria, we will confirm this. We will then pursue the matter with the relevant central government department and this will usually include providing a copy of your completed feedback form, including your name and contact details to the contracting authority.
3. We aim to provide a reasoned response within three months of receipt of the feedback, stating the outcome of investigations and any remedial action that we will undertake, or that we have recommended.
4. We will contact you to assess whether the outcome provided by us is satisfactory. We may remain on hand if you should require further clarification of the response, or if you believe that some of your concerns have not been addressed.
5. We will contact you after receipt of a considered response, to formally "close" a matter

For feedback related to the wider public sector
1. We will contact the designated lead authority for the contracting authority concerned (for example Communities and Local Government for Local Authorities, National Police Improvement Agency for Police etc) and ask that they consider the feedback you have provided.  The lead authority will then liaise directly with the contracting authority to investigate the matter. We will ensure that it keeps both you and the designated lead authority informed of any correspondence which it has regarding the substantive issues, or handling, of the feedback.
2. We will maintain oversight of the investigation and work to assist the lead authority in providing a response to you, aimed at addressing your concerns, by advising on any procurement policy issues raised by you and by providing input into any proposed resolution.
3. We will aim to ensure that the designated lead body sends a reasoned response to you within four months of receipt of feedback. We will contact you to assess whether the outcome provided by the lead authority is satisfactory.  We may remain on hand if you should require further clarification of the response, or if you believe that some of your concerns have not been addressed. In these cases, we will endeavour to pursue the matter further with the lead authority. However, please note, we cannot require further examination of the response or seek revision or clarification, if the lead authority is satisfied with the final reply.
4. We will contact you after receipt of a considered response, to formally "close" a matter.