Retail Incident and Fraud Management Services

Authority: SE TRAINS LIMITED (Public body)

Direct awardUtilities

Awarded value£2,023,391published award · exc. VAT

Awarded 7 Jan 2026no call for competition

Awarded to GO-AHEAD HOLDING LIMITED, Go Ahead Group2 awards

What is being bought

Published requirement description

Retail Incident and Fraud Management Services comprising:

1st & 2nd Line Retail Incident Management (RIM)

E-commerce Fraud Prevention (eFP)

Account Management

single lot · no lot value published

Lot #1Awarded

Delivery: UK

From the official record

Why no open competition: Single Suppliers Technical Reasons
Published justification: Compatibility with existing systems and technical environment.
A redesign and/or replacement would result in operational risk and disruption.

3 events · 2 releases on Find a Tender · since 8 Dec 2025

Published awards, contracts and bid statistics, not a forecast

Awards 2

Awarded value £2,023,3911 award exc. VAT

Contracts signed 2latest 7 Jan 2026

Awarded to	Value	Date	Status
GO-AHEAD HOLDING LIMITED, Go Ahead Groupjoint award9 Jan 2026 – 15 Oct 2028	£2,023,391	—	Awarded
GO-AHEAD HOLDING LIMITED	£2,023,391 †	—	Awarded

Contracts

Retail Incident and Fraud Management Services · GO-AHEAD HOLDING LIMITED, Go Ahead Group
Signed
7 Jan 2026
Value
£2,023,391
Period
9 Jan 2026 – 15 Oct 2028
Status
active
1 agreed KPI: Response Time
- Response Time, 99% of priority 1 incidents to be resolved in one hour 99% of priority 2 incidents to be resolved in two hours 95% of priority 3 incidents to be resolved within three hours
Retail Incident and Fraud Management Services · GO-AHEAD HOLDING LIMITED
Signed
7 Jan 2026
Value
£2,023,391
Period
9 Jan 2026 – 15 Oct 2028
Status
active
1 agreed KPI: Response Times
- Response Times, 99% of Priority 1 incidents to be resolved in one hour 99% of Priority 2 incidents to be resolved in two hours 95% of Priority 3 incidents to be resolved in three hours

Contracting authorityPublic undertaking GB-COH: 03266762 · GB-PPON: PWRR-2348-DXXP Second Floor, London, London, SE1 2AUContact email

2 commercial parties on the notice

GO-AHEAD HOLDING LIMITEDAwarded supplierGB-COH: 02100855GB-PPON: PNMT-5678-QNCM Second Floor 55 Degrees North, Newcastle Upon Tyne, North East, NE1 6BLContact email
GO-AHEAD HOLDING LIMITEDAwarded supplierGB-PPON: PNMT-5678-QNCM Second Floor 55 Degrees North, Newcastle Upon Tyne, North East, NE1 6BLContact email

Official links; attachments are not copied

Notices published for this procedure

Contract details notice contractContract details noticeUK7Contract details notice on Find a Tender18 Feb 2026, 10:26 GMT
Contract details notice contractContract details noticeUK7Contract details notice on Find a Tender18 Feb 2026, 10:26 GMT
Transparency notice awardTransparency noticeUK5Transparency notice on Find a Tender8 Dec 2025, 10:52 GMT