The £37m contract, which will begin in July, will consolidate all of FSCS’s claims handling and customer services for more than four years, with an option to extend for up to an additional two years.
FSCS says it has moved to a sole partner to consolidate its claims handing processes to provide “a more joined up experience for its customers” and improve value for money.
Jimmy Barber, FSCS’s chief operating officer, said: “Our decision to consolidate our claims handling services in the new partnership will help ensure that customers are provided with an outstanding experience when making a claim.
“It underpins our work to transform the customer experience, through investment in technology and digital development, and adds improved resilience through scale.”
Mike Barnard, executive director, Capita Customer Management, said: “We have a decade-long relationship with FSCS and the expansion of our partnership reinforces our position in the provision of customer management solutions for the financial services sector.
“We look forward to this next phase of our partnership, deploying Capita’s best in class digital, transformation, case management and contact centre capabilities to support FSCS in becoming a leader in customer experience in financial services.
“Our partnership has always been based on shared objectives and aligned values, and we very much look forward to continuing our successful work with FSCS and supporting their critical role in the UK.”