A guide to Facilitated Complaints Resolution | Energy Ombudsman
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A guide to Facilitated Complaints Resolution

When we accept a dispute from a consumer (whether residential or a business) the participating energy supplier, energy broker or heat network will be notified via our case management system and will be asked for a response. The participating company has the option to either provide us with their views and evidence in relation to the dispute within a case file or to make an offer of resolution to the complainant. If the participating company chooses to make an offer to the complainant and it is accepted, we call this a Facilitated Complaints Resolution or FCR.

FCR can be helpful in resolving disputes without a need for a lengthy investigation, however it is always your choice whether you accept it.

What is Facilitated Complaints Resolution?

FCR is a way for disputes to be settled early and informally, without the need for a full ombudsman investigation. It allows the company to make you an offer to resolve your dispute straight away.

If you accept the offer and it fully resolves the problem, your dispute will be closed and there will be no need for Energy Ombudsman to investigate.

If you do not accept the offer, or the company does not make an offer, your dispute will move on to a full investigation as normal and Energy Ombudsman will consider the dispute.

How does FCR work?

Once your dispute is accepted (meaning it falls within our terms of reference), the company your dispute is against has up to 10 working days to make you an FCR offer to resolve it.

Any solution offered should:

  • Fully resolve your dispute
  • Be clear and easy for you to understand
  • Be something the company can deliver in 28 days

We will not pressure you to accept an FCR offer.

What happens if I accept an FCR offer?

If you accept the offer:

  • The company must carry out what they have agreed within 28 days
  • The company must confirm to us once everything has been completed
  • In many cases, the company will also send you a letter confirming what has been done

If everything is completed as agreed, your dispute case will be closed.

What if something goes wrong after I accept?

If you tell us that:

  • The agreed action hasn’t been carried out, or
  • The solution hasn’t actually fixed the problem

We will check what was agreed and what has been done. If there is a dispute or it appears the complaint has not been properly resolved, the case will move to a full investigation by an ombudsman.

What if the solution takes longer than 28 days?

FCR is intended for solutions that can be completed within 28 days. However, sometimes delays happen for reasons outside the company’s control (for example, arranging an engineer visit). Only one short extension can be granted, and it must be agreed with you.

Will my dispute still be investigated if needed?

Yes, we will still look at your dispute if:

  • You don’t accept the FCR offer
  • The company doesn’t fulfil its commitments
  • There is disagreement about what was agreed
  • The issue isn’t fully resolved

Do you need help resolving an energy complaint?

When things go wrong with your energy company, whether that be an energy supplier, energy broker, or heat network, we’re here to help. Speak to your energy supplier first to raise a complaint, and if they can’t help, we’ll aim to fairly and impartially resolve your dispute.


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