At Invision, we aim to deliver a clear, fair and supportive experience at every stage—from application to claims. If you’re unhappy with any part of our service or the conduct of one of our partners, we want to know about it.
We take all complaints seriously and treat them as an opportunity to improve.
How to Raise a Complaint
You can contact us in any of the following ways:
By email:
complaints@invisioncyber.com
By post:
Invision Cyber
71 Fenchurch St, London, EC3M 4BS
Please include:
What Happens Next
We aim to acknowledge all complaints within 3–5 business days and will begin investigating immediately. In more complex cases, we may need time to investigate further, but we’ll keep you updated throughout.
We will provide a final written response as soon as our review is complete—usually within 15 - 30 business days.
Complaints Involving Brokers or Insurers
If your complaint relates to your appointed broker or our insurers (e.g. Beazley, Munich Re, or Antares), we may refer it directly to them or assist in coordinating a resolution. We’ll always keep you informed if the matter is handed over.
Still Not Satisfied?
If you are not satisfied with the outcome of your complaint, you may have the right to escalate the matter to an external dispute resolution body.
For policies underwritten at Lloyd’s, you may be eligible to refer your complaint to Lloyd’s Complaints team or the UK Financial Ombudsman Service, depending on your location and eligibility.
Financial Ombudsman Service (UK)
📞 0800 023 4567
🌐 www.financial-ombudsman.org.uk
We'll confirm your escalation options clearly in our final response.
Let’s Get It Right
We genuinely appreciate all feedback—good or bad—and will use it to improve how we operate. If something hasn’t gone the way it should, please don’t hesitate to let us know.