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Complaints Procedure

Last updated: June 29, 2026

At Invictus Advisory Services Limited, we are committed to providing a high-quality service to all our clients. If something goes wrong, we want to know about it so we can put things right. This page sets out how to make a complaint and what you can expect from us.

Who We Are

Invictus Advisory Services Limited (referred to as “the Company”, “We”, “Us” or “Our”) is a claims management company, Company No: 07328639, registered in England & Wales. Registered Office: 5 Brayford Square, London, E1 0SG. ICO Registered: ZC161267.

How to Make a Complaint

If you are unhappy with any aspect of our service, you can make a complaint in any of the following ways:

  • By email: claims@invictusadvisoryservice.london
  • By post: Complaints Department, Invictus Advisory Services Limited, 5 Brayford Square, London, E1 0SG
  • By phone: Contact our customer service team using the details on our Contact page

When making a complaint, please provide as much detail as possible, including your full name, contact details, your case reference number (if known), and a clear description of the issue.

What Happens Next

  1. Acknowledgement — We will acknowledge receipt of your complaint within 5 working days.
  2. Investigation — Your complaint will be investigated thoroughly and impartially by a member of staff not directly involved in the matter complained about.
  3. Resolution — We aim to resolve all complaints within 8 weeks of receipt. Where this is not possible, we will write to you explaining the reason for the delay and indicate when we expect to be able to provide a final response.
  4. Final Response — Once our investigation is complete, we will send you a final response in writing setting out the outcome of our investigation, any actions we propose to take, and your right to refer the matter further if you remain dissatisfied.

If You Remain Unhappy

If you are not satisfied with our final response, or if 8 weeks have passed since you first made your complaint, you may be entitled to refer your complaint, free of charge, to the relevant ombudsman service.

For complaints relating to claims management activity, you can contact:

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ Telephone: 0300 555 0333 Website: www.legalombudsman.org.uk

You must normally refer your complaint to the Ombudsman within 6 months of the date of our final response.

Data Protection Complaints

If your complaint relates to how we have handled your personal data, you also have the right to lodge a complaint with the Information Commissioner’s Office (ICO):

Information Commissioner’s Office Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF Telephone: 0303 123 1113 Website: www.ico.org.uk

Our Commitment

We treat every complaint seriously and use the feedback we receive to continually improve our service. Making a complaint will not affect the handling of your existing claim with us.

Contact Us

If you have any questions about this Complaints Procedure, You can contact us:

  • By email: claims@invictusadvisoryservice.london