Suppliers complaint resolution procedure (quotes/tenders)

Introduction

London Metropolitan University is committed to ensuring that all its procurement activity works effectively and fairly for all parties. 

The University operates a devolved purchasing system where "day-to-day" purchasing decisions are made by staff in service departments and schools. The University's central procurement team provides advice and assistance on best purchasing practice, and for all specifications with a value over £100,000, the team manages the tendering process on behalf of the purchasing department/school.

With this in mind we have developed this purchasing complaint procedure to ensure that any bidders who have complaints about any procurement processes undertaken can contact the appropriate personnel and have their complaint appropriately addressed.

Please note:
This complaint procedure only applies to the quotation or tendering process, and not during the contract management period. The resolution of complaints and disputes during the period of a contract are subject to the conditions of contract and may include conciliation, arbitration and legal procedures.

How to raise a complaint

If you have a complaint regarding a procurement process/activity your company was involved in which was managed by one of the University's service departments or schools, please follow the steps below:

(If your complaint is in regard to the academic side of the University, please see Complaints).

First Stage:

1.  Initially you should lodge your complaint in writing either using the form below or via an email to strategic-procurement@londonmet.ac.uk.

If you decide not to use the form below, the complaint should include:

a)  your details (name, company, postal address, email address, telephone number etc)
b)  the title of the project you are bidding for
c)  the name of the London Metropolitan University personnel carrying out the process (and name of department/school)
d)  concise details of the complaint.

A copy of every complaint received will be entered into a complaints log with the date of receipt.

2.  An acknowledgement reply will be sent within two working days of receipt of the complaint.

3.  The head of strategic procurement will aim to respond to the complaint within 10 working days following investigation of the complaint.

Second Stage:

1.  If you are unhappy with the final complaint response from the head of strategic procurement in the first stage, you may refer the matter to the director of finance.

2.  You must refer your complaint to the director of finance within 10 working days of receipt of the final complaint response form the head of strategic procurement.

3.  The director of finance will consider any complaint sent to them in accordance with these procedures.  They may seek further information from you to assist in resolving the matter.

Third Stage:

1.  If you remain dissatisfied with the outcome from the director of finance, you may request a review by the university secretary one one or more of the following grounds:

a) illegality
b) unfairness
c) irrationality and disproportionality.

2.  Requests for review must be received by the university secretary within 10 working days of the final response from the director of finance and must state the grounds for review and the reasons those grounds apply

3.  The university secretary will only review complaints that have been handled in accordance with this complaints procedure.

4.  You should lodge your complaint in writing to:

University Secretary
London Metropolitan University
166-220 Holloway Road
London N7 8DB

or by email to uso@londonmet.ac.uk

You should include copies of all documentation and correspondence from stages one and two of the complaint resolution procedure.