Complaints

Fair, prompt and transparent resolution for every client.

We take complaints seriously. This page explains who may complain, what may be raised, how to contact us, and what to expect from our complaints-handling process.

Last updated: 30 June 2026

1. Who may complain

Any client, guarantor, prospect, partner, community member, supplier or other stakeholder may raise a complaint about our products, services, decisions, fees, communications, staff, agents, data protection, ESG matters, collections or recovery conduct.

A complaint is any expression of dissatisfaction where a response or resolution is expected. You do not need to use the word “complaint”.

2. How to make a complaint

You may use the channel that is most convenient to you. Making a complaint is free.

Channel	How
Email	hello@invictusafrica.io with the subject line “Complaint”.
Website form	Submit through the contact form.
WhatsApp / phone	+254 768 499 714.
WhatsApp Channel	Join our WhatsApp Channel for updates.
In person or letter	Micasa, Cedar Road, Westlands, Nairobi, Kenya.

You may complain in English, Kiswahili, or another language you are comfortable with. We will make a genuine effort to assist.

3. Our five-step process

Acknowledge: We log the complaint and provide a reference.
Assess and assign: The complaint is categorised and assigned to an appropriate handler.
Investigate: We gather facts fairly and impartially.
Resolve and respond: We provide a clear written outcome and remedy where appropriate.
Escalate if unresolved: We explain internal and external escalation options.

4. Target timelines

Step	Target
Acknowledgement	Within 2 business days of receipt.
Substantive resolution	As soon as possible and within 30 days where possible.
More time needed	We will inform you before the 30-day target lapses, explain why, and provide a revised date.
Urgent conduct, safety or fraud concerns	Immediate escalation for expedited handling.

5. Escalation and external redress

If you are dissatisfied with the outcome, you may ask for internal escalation. Unresolved or serious matters may be escalated to senior management or the Board through the Complaints Officer.

Depending on the issue, you may also have the right to contact external bodies such as the Central Bank of Kenya for conduct or lending-practice complaints, the Office of the Data Protection Commissioner for data-protection complaints, the Competition Authority of Kenya for consumer-protection matters, the Small Claims Court, courts or arbitration as applicable.