Procurement Feedback Service: scope and remit

Originally launched in 2016 as the Supplier Feedback Service (SFS), the service was rebranded as the PFS and now forms part of the Wales Procurement Review Unit (WPRU).

The PFS helps ensure that procurement in Wales complies with the rules set out in the Procurement Act 2023. By engaging with this service, suppliers contribute to improving procurement practices and outcomes across Wales.

The PFS investigates concerns raised by suppliers about procurement processes carried out by contracting authorities in Wales. Where appropriate, the PFS may issue non-binding recommendations to these contracting authorities to help improve standards, which may result in adjustments or reviews of live procurements. Issues must have occurred within the last 2 years and may relate to any stage of the procurement lifecycle.

This service is available to suppliers of all sizes and locations who wish to raise concerns about a specific procurement, contract, or framework.

You can contact the PFS to:

• Raise concerns about a specific procurement that you have been involved in, or in which you intend to participate. 
• Report concerns about a contracting authority’s compliance with the Act in relation to a specific procurement.
• Report concerns about compliance with the rules or terms of a specific contract or framework.

Before raising a concern with the PFS, you are encouraged to first attempt to resolve the issue directly with the relevant contracting authority.

The PFS does not provide legal advice or assist with compensation claims. Any written outcome reflects a non-binding view and should not be treated as legal advice or evidence.

The PFS is not a substitute for legal action and should not be used as a precursor to it. Suppliers considering legal redress should seek independent legal advice.

Submissions to the PFS do not constitute a formal challenge to a procurement process. Any formal challenge must be made directly to the relevant contracting authority.

To use the PFS appropriately and effectively, submissions must meet specific eligibility criteria:

• The issue must relate to procurement activities carried out by a devolved Welsh authority as defined in the Procurement Act 2023 and associated guidance. This includes most public sector bodies including local authorities, emergency services and health bodies.
• The issue or concern must relate to a procurement that falls under the Procurement Act 2023 regime and must have arisen within the last two years.
• The procurement exercise must not be in the standstill period.
• The issue must not relate to late or non-payment matters.
• The issue must not be subject to formal or legal proceedings, including the issuing of a pre-action letter. Suppliers must inform the PFS immediately if legal proceedings are commenced.
• The matter must not be the subject of any planned, ongoing, or concluded investigation by a body with statutory powers to investigate complaints, such as an ombudsman or similar authority.
• The PFS will not respond to requests for information about specific procurements, contracts, or frameworks, such as enquiries about who a contract has been awarded to. These should be directed to the relevant contracting authority.
• Submissions that are considered abusive, threatening, malicious, or vexatious will not be investigated.

If your submission does not meet these conditions, you may be redirected to a more appropriate service or organisation (e.g. whistleblowing bodies or the Business Wales support service).

When you submit a query to the PFS, you will receive a confirmation email within 5 working days confirming whether sufficient information has been provided.

Once we have all the necessary information, we will (depending on the nature of your enquiry) either:

• respond to your question or request clarification, or
• review your concern and provide a written outcome to all parties, which may include non-binding recommendations.

We aim to investigate eligible enquiries within 30 working days from the point that we have all necessary information. At peak times, or for complex cases, we may require longer.

If you raise an issue or complaint, we will:

• contact the relevant contracting authority to request documentation
• ask the contracting authority to respond to the concerns raised, supported by evidence
• review publicly available information (e.g. Sell2Wales notices or a contracting authority’s website).

If the issue involves a main contractor or subcontractor, all communication will be managed through the relevant contracting authority.

Once a final response is issued by the PFS, the case will be considered closed and cannot be reopened.

The PFS will review eligible queries and may request information from relevant parties to support its assessment. If issues are found in a live procurement, we may recommend actions such as delaying or restarting the process, though we cannot enforce these. For concluded procurements, our focus will be on helping contracting authorities improve future practices.

The PFS will not publish the names of suppliers who use the service. You may request anonymity during an investigation, and we will then avoid naming you in any communications outside the PFS team. However, if the nature of the issue makes your identity apparent, we will not confirm it.

The Welsh Government is subject to the Freedom of Information Act 2000 (FOI Act). This includes information provided to the PFS.

If the PFS receives a FOI request that includes information you’ve submitted, we will normally contact you and the relevant contracting authority to discuss the request and potential disclosure. If any of your information is particularly sensitive, please highlight this when submitting your enquiry.

Please note:

• The decision to release information under the FOI Act rests with the Welsh Government.
• Decisions will be made based on the facts available at that time.
• We may not be able to preserve your anonymity when releasing information under the FOI Act.