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SPECIFICTION
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eCase

ecase.co.uk

WebAPI
Visit ecase.co.uk
Spec score 7.3 #14 of 26 in Complaint Management Software

What it is

eCase is paid web and API software from Fivium Limited for UK public sector organisations handling complaints and correspondence. It manages Freedom of Information and Subject Access Requests, parliamentary questions, ministerial correspondence and statutory complaints. Cases can be logged, processed, reassigned, prioritised and tracked with timelines and audit trails, while built-in approvals route workflows. Web forms capture correspondence and support logging, triage and assignment. Secure Share provides a gateway for sending responses and files to customers. Live dashboards and reports show progress and help identify patterns and bottlenecks. eCase Sync integrates with Microsoft Office and Google Docs for document uploads and version control. The service lists workflow automation, omnichannel intake, investigation tools and SLA tracking. eCase says data is stored in UK government-approved datacentres, encrypted at rest and in transit using TLS 1.2. Role-based access, single sign-on and IP whitelisting are supported. Its privacy policy notes that emails sent through eCase are not encrypted.

Spec sheet

Purpose
eCase manages complaints and other correspondence cases for UK public sector organisations, including FOI, SAR, parliamentary questions, and ministerial correspondence.Read 8 Oct 2026 · ecase.co.uk
Integrations
eCase Sync integrates with Microsoft Office and Google Docs to upload saved documents and manage version control.Read 8 Oct 2026 · ecase.co.uk
Headquarters
London, United KingdomRead 28 Sep 2026 · ecase.co.uk
Case workflow
Complaint cases can be reassigned between teams or individuals, prioritised, tracked with a timeline and audit trail, and routed through built-in approvals.Read 8 Oct 2026 · ecase.co.uk
Certifications
Fivium says it has attained ISO 9001, ISO 14001, ISO 27001, and Cyber Essentials Plus certifications.Read 8 Oct 2026 · ecase.co.uk
Complaint handling
The complaints service supports logging, processing, managing, and responding to complaint types, including statutory complaints.Read 8 Oct 2026 · ecase.co.uk
Email limitation
The privacy policy says emails sent through eCase are not encrypted, and users are responsible for sending information in line with their organisation's information assurance policy.Read 8 Oct 2026 · ecase.co.uk
Hosting and encryption
eCase states that data is stored in UK government-approved datacentres, encrypted at rest, and encrypted in transit using TLS 1.2.Read 8 Oct 2026 · ecase.co.uk
Provider
eCase is a software service provided by Fivium Limited.Read 8 Oct 2026 · ecase.co.uk
Reporting
Live dashboards and reports show case progress and help identify patterns and bottlenecks.Read 8 Oct 2026 · ecase.co.uk
Request capture
Web forms can capture correspondence and automatically support logging, triaging, and assignment.Read 8 Oct 2026 · ecase.co.uk
Secure sharing
Secure Share lets organisations send responses and files to customers through a secure gateway.Read 8 Oct 2026 · ecase.co.uk
Security controls
The service supports role-based access, single sign-on, and IP whitelisting, and says it follows UK government security standards and implements the NCSC's 14 Cloud Security Principles.Read 8 Oct 2026 · ecase.co.uk
Support and service
The eCase Experience Group provides delivery guidance, onboarding, training, reviews, and an annual value report.Read 8 Oct 2026 · ecase.co.uk
Workflow automation
YesRead 20 Sep 2026 · ecase.co.uk

Plans and prices

eCase Priced on request Pay-per-use; pricing amount not stated UK public sector organisations · configuration options include network, case volume, tenancy, and organisation support Read 8 Oct 2026 · ecase.co.uk

Every eCase plan and price →

Strong points and limits

Strong points

  • Handles complaints, FOI and SAR cases
  • Built-in approvals and audit trails
  • Live dashboards show case progress
  • Office and Google Docs integration
  • UK datacentre storage with TLS 1.2

Limits

  • Email sent through eCase is not encrypted
  • Designed for UK public sector organisations
  • Available via web and API platforms

Who it suits

It is designed for UK public sector organisations managing complaints, information requests and official correspondence. Teams needing workflow automation, approvals, audit trails and SLA tracking may fit its stated scope.

Verdict

eCase combines public-sector correspondence intake, complaint workflows, reporting and secure file sharing. Organisations should account for its pay-per-use pricing and the stated limitation on email encryption.

Where Specifiction places it

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