FCR Service Update | 25th May 2022

We have seen a number of queries from our suppliers and providers around Facilitated Complaint Resolution (FCR) and agreeing a resolution with the consumer outside of our processes. We want to clarify our process and remind our suppliers and providers of our position.

We have seen a number of queries from our suppliers and providers around Facilitated Complaint Resolution (FCR) and agreeing a resolution with the consumer outside of our processes.

We want to clarify our process and remind our suppliers and suppliers and providers of our position.

When we accept a complaint, a notification via our case management system will be sent, asking for a response. Suppliers and providers will then have the option to either provide us with their views and evidence in relation to the complaint, within a case file, or to make an offer of resolution to the consumer. If an offer is made and accepted, we call this a Facilitated Complaint Resolution or an FCR.

Suppliers and providers usually have 18 calendar days from the initial complaint notification to attempt to achieve an FCR.

In recent months, we’ve seen a number of queries around the FCR process where our suppliers and providers may have been in contact with the consumer and agreed a reasonable resolution outside of the prepare case window. The root causes of these late agreements are often due to late acceptance from the consumer, or the supplier/provider failing to make the consumer aware of the offer.

We allow a fair opportunity for a resolution to be offered which may have been missed during the complaint handling procedure. We’re keen to ensure that our suppliers and providers have a good understanding of how our process works and the fees associated.

To ensure that it’s clear, we wanted to confirm the following:

• Any case accepted will carry, at a minimum, an FCR fee (except successfully disputed cases).
• All cases that move to investigation will carry a full case fee.

More information for energy suppliers (portal access required):

• Guidance note: Facilitated complaint resolution
• Guidance note: Smart FCR

More information for communications providers (portal access required):

• Guidance note: Facilitated complaint resolution
• Guidance note: Smart FCR

Any questions, please speak with your Partnership Manager or our Partner Support team.