RESOLVERCOUK LIMITED

Resolver Data

A cloud-based analytics service providing access to anonymised consumer complaint data. The service enables organisations to benchmark performance, identify trends, and gain insights into complaint handling and customer experience through secure, interactive dashboards and reporting tools.

Features

• Secure access to anonymised consumer complaint datasets
• Interactive dashboards for complaint trend and benchmark analysis
• Aggregated data across multiple sectors and complaint categories
• Regularly updated datasets reflecting ongoing complaint activity
• Web-based access without local installation or infrastructure

Benefits

• Benchmark complaint performance against wider market activity
• Identify systemic issues driving consumer complaints
• Support evidence-based service improvement decisions
• Access actionable insights securely from any location

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@resolvergroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

485229054642567

Contact

Paul Hancock
07590444568
gcloud@resolvergroup.com

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Customer service
        • Customer service
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: The service provides access to anonymised, aggregated datasets. Users may export data for their own internal analysis. Exported data is outside the service environment and not managed or supported by the supplier. Planned maintenance may occasionally affect availability.
• System requirements:
  • Modern web browser supporting standard HTML5 and JavaScript
  • Reliable internet connection for secure cloud access

User support

• Email or online ticketing support: Yes
• Support response times: Email enquiries are handled during UK business hours under agreed service levels. Priority 1 incidents receive 24/7 response and escalation in line with the SLA. Non-critical enquiries received outside business hours are responded to on the next working day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: No
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: The service includes standard support provided via email during UK business hours. Support covers access issues and service availability queries. There are no separate paid support tiers. A dedicated account manager provided as standard.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Users are onboarded through account setup and access provisioning by the supplier. Basic guidance is provided to help users access dashboards, apply filters, and export data. No onsite training is provided as standard. Additional guidance or walkthrough sessions may be provided remotely by agreement.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Onboarding and offboarding guidance is provided in accessible digital formats. Documentation is delivered in plain language and can be accessed using standard web browsers and assistive technologies supported by the underlying web platform, including screen readers and keyboard navigation. Text can be resized using browser controls.
• End-of-contract data extraction: The service provides access to anonymised, aggregated datasets rather than user-submitted data. Users may export data during the contract term using standard export functionality. Access to the service, and to further exports, ends when the contract terminates.
• End-of-contract process: At the end of the contract, user access to the service is removed. Buyers retain any data they have exported during the contract term. The contract price includes access to the service and standard support for the duration of the contract. No ongoing access is provided after contract end. Optional offboarding assistance beyond standard access removal may be provided by agreement and may incur additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: N/A
• Service interface: Yes
• Description of service interface: The service is accessed through a secure, web-based interface providing interactive dashboards and reports. Users authenticate using credentials issued by the supplier. The interface allows users to filter, view, and export anonymised, aggregated data. No local software installation or specialist hardware is required.
• Accessibility standards: None or don’t know
• Description of accessibility: The service interface is delivered using Tableau’s web-based platform, which aims to conform to WCAG 2.1 AA accessibility standards. Accessibility support is provided in line with Tableau’s published accessibility features and limitations.
• Accessibility testing: No bespoke user testing has been carried out by Resolver, using assistive technologies. The service interface is delivered via Tableau’s web-based platform, and accessibility support is based on the platform’s published accessibility features and testing undertaken by the platform provider.
• User support accessibility: None or don’t know
• API: No
• Customisation available: Yes
• Description of customisation: Buyers can customise views within the service by creating reports, applying filters, selecting time periods, and choosing dashboard views. Customisation is performed by authorised users through the web interface. The underlying datasets, calculations, and structure of the service cannot be customised by buyers.

Scaling

• Independence of resources: The service is delivered using a scalable, cloud-hosted platform designed to support multiple concurrent users. Capacity is managed by the supplier to ensure normal usage by one customer does not adversely affect others. Usage is monitored to identify and address potential performance issues.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides basic usage information, such as dashboard access and data export activity, to support service monitoring.
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data at rest is protected using platform-managed encryption within Tableau Cloud. Physical media protection and underlying storage controls are managed by the platform provider and its cloud infrastructure provider.
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The service does not store buyer-submitted data. It provides access to anonymised, aggregated datasets owned by the supplier. Users may export data during the contract term using standard export functionality. No buyer data is retained by the service after contract end.
• Data export formats: CSV
• Data import formats: Other

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The service is delivered using a highly available cloud analytics platform. However, the supplier does not offer a formal availability SLA or service credits. Availability is provided on a best-endeavours basis, with planned maintenance communicated in advance where possible.
• Approach to resilience: The service is delivered using Tableau Cloud, hosted in the United Kingdom. Resilience is provided through the underlying cloud platform, which is designed to support high availability, redundancy, and fault tolerance across its infrastructure. The supplier does not operate or manage physical datacentres directly. Platform resilience, backup, and recovery arrangements are managed by the platform provider and its cloud infrastructure provider. Planned maintenance is managed at platform level and communicated where possible. Further technical details on datacentre resilience are available from the platform provider on request.
• Outage reporting: Service outages are communicated through platform-level service status updates provided by the underlying analytics platform provider. Where appropriate, users may also be notified by email. The supplier does not provide a separate outage reporting API or public dashboard specific to the service.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces is restricted to authorised personnel using role-based access controls. User access is provisioned and removed by authorised staff in line with role changes. Support channels are restricted to named contacts and authenticated users. Administrative access is limited to those who require it to perform their role, and access rights are reviewed periodically.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Less than 1 month
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Less than 1 month
• How long system logs are stored for: Less than 1 month

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: No
• Security governance approach: The organisation follows recognised security good practice and relies on platform-level security controls provided by certified third-party providers. The organisation itself is not currently certified to a formal security standard.
• Information security policies and processes: The organisation follows documented information security policies covering access control, data handling, and incident management. Senior management is responsible for security governance, with operational controls enforced through role-based access and standard processes. Policies are reviewed periodically, and security relies on a combination of internal controls and third-party platform security assurances.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Service configuration is managed through controlled platform configuration and versioned service components. Changes to dashboards, data models, and access controls are planned, reviewed, and applied by authorised staff. Changes are assessed for potential security impact, including access permissions and data exposure, before implementation. Platform updates and infrastructure changes are managed by the underlying cloud and analytics platform provider. Configuration and access changes are tracked through standard operational records for the lifetime of the service.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are assessed through security monitoring and advisories provided by Tableau Cloud and its underlying cloud infrastructure provider, alongside internal review of service configuration and access controls. Information about vulnerabilities is obtained from Tableau security communications, platform provider notifications, and relevant security advisories. Platform-level patches and fixes are deployed by Tableau Cloud in line with its security and change management processes. Supplier-controlled configuration changes are reviewed and applied promptly, with priority given to issues that could affect data access or security.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring is provided primarily through Tableau Cloud and its underlying cloud infrastructure provider, which monitor the platform for suspicious activity, unauthorised access, and security events. Potential compromises are identified through platform alerts and security notifications. Where a potential security incident is identified, it is investigated and handled in line with the platform provider’s incident management processes. The supplier responds to platform notifications and takes appropriate action within its control, including access restriction or configuration changes, as soon as reasonably practicable.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: The organisation has defined incident management processes covering common events such as access issues, service availability problems, and suspected security incidents. Users report incidents through standard support contact channels. Incidents are logged, assessed, and responded to based on their nature and impact, with reliance on incident notifications and handling by Tableau Cloud and its underlying cloud infrastructure provider where applicable. Where appropriate, users are informed of incidents and outcomes through direct communication.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: F3186390-0ffd-4fef-ba87-0c417b856ad1
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
  • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
  • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
  • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
  • Plans for positive actions with community groups.
  • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
  • Plans to respond flexibly and adapt approaches to community engagement and initiatives
  • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Introducing transparency to pay and reward processes
  • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at gcloud@resolvergroup.com. Tell them what format you need. It will help if you say what assistive technology you use.