FAQs
Who are we?
iC&R are registered in England and Wales company number 12536174.
Our registered address Genesis Centre, Innovation Way, Stoke on Trent, ST6 4BF
What services do we provide?
iC&R are specialists in customer contact and resolution.
Our primary role is to support our clients in reaching their customers and achieving effective outcomes. While we predominantly operate in credit management and debt recovery—engaging with individuals who have not responded to payment requests—we also offer services in other areas, such as occupancy verification and field-based customer engagement.
Who are we regulated by?
Whilst we are not directly regulated we do abide by the rules set out by our clients governing body, this includes but is not limited to the FCA, OFWAT, OFGEM and OFCOM.
I have received a letter from iC&R
The most effective step you can take is to get in touch with us.
We're here to help resolve the matter in a way that works for both parties, and we're confident we can reach a suitable solution together. Open communication is key—engaging with us is the best way forward.
How can I verify the identity of one of your agents?
If you'd like to confirm the identity of an iC&R agent, please contact our office directly. Our team can verify their name, ID number, and the purpose of their visit. All our agents carry official identification and will be happy to present it on request.
Alternatively, each agent’s ID includes a barcode that can be scanned using a mobile device. This will instantly confirm that they are employed by iC&R.
How do I contact you?
You can call us Monday to Friday between 9am and 5pm on 020 8142 9154 email us at contact@icr.services or if you have received a message from us you can reply to that message.
Will somebody be knocking on my door?
If we don’t hear from you, a visit is likely to take place.
We have a nationwide network of field agents whose role is to attend your property and connect you directly with our office to help find a suitable resolution. If you’d prefer to avoid a visit, simply get in touch with us.
When will you be visiting?
Our standard visiting hours are Monday to Friday, between 8:00 AM and 8:00 PM. If you’d prefer a specific appointment time that better suits your schedule, please contact us—we’ll be happy to arrange a convenient time for you.
Do you have the right to visit me?
Yes, we do. iC&R operates on behalf of our clients to make in-person contact when previous attempts to reach you have been unsuccessful. Our visits are conducted in line with industry standards and our clients' instructions. While we are not enforcement agents, we are authorised to attend properties, engage with occupants, and help resolve outstanding matters through direct communication.
If you have any concerns about a visit, please contact us and we’ll be happy to explain the purpose and provide verification.
Why do you ask for my name and address when I call?
At iC&R, we take data protection and confidentiality very seriously. To ensure we're speaking with the correct person, we’ll ask you a few security questions—such as your name, address, account number, or telephone number. This process helps us verify your identity and protect your personal information.
I've just moved into the premises—why have I been contacted?
If the matter relates to a utility supply, it's important to register a new account as soon as you move in. This ensures future bills are accurate and correctly assigned. We’re here to assist you with the process and help get everything set up smoothly.
Who should I make payments to?
All payments should be made directly to your supplier. Once you’ve made a payment, please let us know so we can update our records and stop any further contact.
I’m not familiar with the company you're contacting me about.
You may be on a deemed contract, which can occur if no formal agreement has been set up since moving in. If you believe you’re already paying a different supplier, please get in touch with us—we’ll be happy to investigate and clarify the situation for you.
What happens if I ignore your correspondence?
Ignoring our letters or visits is never the best course of action. We're here to help, and there are always ways we can assist in resolving the matter.
If you choose not to respond, your supplier may decide to escalate the issue, which could include taking legal action. This could lead to additional costs being added to the amount you already owe. Engaging with us early helps avoid unnecessary complications and gives you the best chance of reaching a manageable solution.
What should I do if I believe this debt has already been paid?
The best step is to contact us directly. We’ll investigate the matter on your behalf with our client.
To help us resolve the issue quickly, please provide as much information as possible—such as the date of payment, the method used, and the recipient of the payment. The more details you can share, the faster we can look into it and provide a clear response.
How do I make a complaint?
We’re committed to providing a professional and respectful service, but if you’re unhappy with any aspect of our work, we want to hear from you.
To make a complaint, please write to us at: Interactive Contact & Resolution Limited. Genesis Centre, Innovation Way, Stoke on Trent, ST6 4BF. Alternatively, you can email us at complaints@icr.services
Once received, your complaint will be logged, acknowledged, and investigated in line with our complaints procedure. We’ll aim to provide a fair and timely resolution and keep you updated throughout the process.