Updated 19 June 2012
DWP commercial complaints process
- Why we have a complaints process
- How to complain
- Information to accompany a complaint
- What happens when I make a complaint
- If I'm not satisfied with the reply, what can I do next?
- If I still think the Department has got it wrong what can I do?
- DWP commercial code of practice for competitive tendering
Why we have a complaints process
DWP is committed to public sector best practice. Competitive processes are governed by EU law and UK legislation and conducted in accordance with OGC standards. In all commercial activity DWP pursues the highest standards of professionalism, ethical conduct and impartiality.
We are always ready to receive feedback on our competitive processes, whether negative or positive, and will respond to complaints using this complaints process.
If you are making a complaint regarding our competitive processes please provide as much detail as you can and state the outcome you envisage.
We are fully committed to maintaining confidentiality and will take appropriate measures to ensure it. If you are currently involved in tendering for work with DWP you can be assured that your comments will not be allowed to prejudice the fair treatment of your tender.
The complaints process is intended to be straightforward. Please also see our Code of Practice regarding competitive processes below. We will acknowledge all complaints in writing within five working days and we will aim to respond within ten working days.
How to complain
Make your complaint in writing to the named contact point for the relevant competitive tender round.
or
If you wish your complaint to be dealt with independent of the procurement team write directly to the DWP Commercial Assurance team e-mail: commercial.assuranceteam@dwp.gsi.gov.uk
Please note: if your complaint does not relate to DWP commercial practices please consult DWP’s complaints and appeals web page.
Information to accompany a complaint
If you have a comment or complaint about any aspect of a current/recent procurement round please provide in writing full details of the procurement round you are referring to including if possible:
- Any reference details
- Goods / service being tendered for
- Contact details of the relevant procurement manager.
We will acknowledge all complaints in writing within five working days.
We aim to fully reply within 10 working days. If a full response cannot be issued within this timescale we will contact you to confirm:
- Who is dealing with the complaint
- The reason for any delay
- How long it will be before a full reply will be issued
Please put your complaint in writing to the Procurement Manager shown in the tender documentation.
If you would prefer your complaint to be dealt with by an independent team please put it in writing to:
DWP Commercial Assurance Team
The Commercial Directorate
Block 2, Room 204
Norcross, Blackpool
Lancashire, FY5 3TA
E-mail: commercial.assuranceteam@dwp.gsi.gov.uk
Please note: if your complaint does not relate to DWP commercial practices please consult DWP’s complaints and appeals web page.
What happens when I make a complaint?
Your complaint will be investigated by an appropriate person. You will receive an acknowledgment in writing within five working days. We aim to fully reply within 10 working days. If a full response cannot be issued within this timescale we will contact you to confirm:
- Who is dealing with the complaint
- The reason for any delay
- How long it will be before a full reply will be issued
If we made a mistake we will apologise and take any corrective action we can.
We monitor and report on the complaints we have received. We try to learn from them to improve our competitive processes and intend also that our complaints handling process reflects best practice and opportunities for learning.
If I'm not satisfied with the reply, what can I do next?
Please contact the person who responded to your initial complaint, or there may be a further contact point named in our response made to you. Your complaint will be acknowledged in writing within five working days of receipt. We aim to fully reply within 10 working days. If a full response cannot be issued within this timescale we will contact you to confirm:
- Who is dealing with the complaint
- The reason for any delay
- How long it will be before a full reply will be issued.
If they cannot resolve your complaint they will escalate it to a senior person with responsibility for the process you are concerned about.
You should receive a full written explanation and details of any circumstances affecting your enquiry, and any action taken in response to your complaint.
If I still think the Department has got it wrong what can I do?
If you are still dissatisfied, contact the person who responded to your complaint, or there may be a further contact point named in our response made to you.
Depending on its nature DWP may refer your complaint to Senior Commercial Management and if appropriate to the DWP Commercial Assurance Board. Your complaint will be acknowledged in writing within five working days of receipt. We aim to fully reply within 15 working days. If a full response cannot be issued within this timescale we will contact you to confirm:
- Who is dealing with the complaint
- The reason for any delay
- How long it will be before a full reply will be issued.
If you remain dissatisfied with the decision of the DWP you can at any stage write to the Office of Government Commerce (OGC). They will consider your complaint with the DWP response and decide whether you have a justified complaint.
DWP commercial code of practice for competitive tendering.
In commercial activity we will ensure:
- that when contract opportunities are to be competed they are appropriately advertised to the market and suppliers given sufficient time to respond, fair competition is used to select the most suitable solution and value for money obtained for the tax payer;
- the structure of the competitive tendering process will not give any bidder an unfair advantage;
- all bidders are provided with the same access to relevant information;
- complaints are dealt with impartially and in accordance with the DWP Commercial Complaints Procedure;
- all DWP commercial representatives act in accordance with the Department’s strict code of procurement ethics;
- tender processes and documentation are as clear and concise as possible and only ask for the information we need;
- competitive tenders will use an appointed single point of contact for all contractual communications to ensure a consistent approach.
