Complaints Policy

Who we are

invictusgroup.uk is operated by Sean Mason Kiani (ICO registration Z2367786). We are committed to treating every client fairly and resolving concerns promptly.

How to make a complaint

We hope you never need to use this policy. If something has gone wrong, we want to put it right. You can make a complaint by any of the following methods:

• Telephone: 07479 739139 or 01202 237367
• Email: invictusgroup@icloud.com
• Post: 9 The Old Coach House, Clement Mews, 5 R L Stevenson Avenue, Bournemouth, BH4 8AU

Please provide as much detail as possible, including your name, contact details and a clear description of your concern. This helps us investigate quickly and fairly.

Acknowledgement and timeframes

We will acknowledge receipt of your complaint within five working days. We aim to provide a full response within four weeks. If we need longer, we will explain why and keep you updated.

How we investigate

Your complaint will be reviewed by the person best placed to investigate it. We will consider the information you have provided, review any relevant records, and may contact you for further details. Once our investigation is complete, we will write to you with our findings and, where appropriate, explain what we will do to put things right.

If you are still unhappy

If our final response does not resolve your concern, you may be able to escalate the matter to an independent body. Depending on the nature of your complaint, this could include the Financial Ombudsman Service, the Insolvency Service, or another relevant regulator. We will explain your options in our final response.

You also have the right to complain to the Information Commissioner's Office (ICO) if your concern relates to data protection: ico.org.uk.