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Icon Collections International Limited
Financial Ombudsman decision DRN-5993448 Upheld
Upheldoutcome, as published by the Ombudsman
£125redress stated in the decision
Mon May 19deadline to accept (not the decision date)
The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.
What this decision was about
Complaint handling, Service failure
In the Ombudsman’s words
Icon’s complaint handling in this case was poorComplaint handling
Icon didn’t have permission to agree settlement offers on A’s behalf, so they recorded this on a spreadsheet for A’s review.Service failure
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5993448.pdf on financial-ombudsman.org.uk.
The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.