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Complaints data

Complaints data
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Howserv Ltd complaints report

As Howserv is regulated by the Financial Conduct Authority, we are required to publish a report that summarises any complaints that we have received and their handling.

 

Name: Howserv Ltd

 

Period covered in this report: 1 July 2024 – 31 Dec 2024

 

Trading name included: Staysure.co.uk, Avanti Travel Insurance, Insureme4, Travel Insurance Medical, Petgevity

Number of complaints per 1,000 policies sold

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main cause of complaints opened*

Banking and credit cards

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Home finance

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Insurance and pure protection

0.38

2,271

2,102

29.30%

76.83%

43.82%

Category 2 (Information sums/charges or product performance)

Decumulation and pensions

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Investments

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Credit related

N/A

N/A

N/A

N/A

N/A

N/A

N/A

* Complaints fall into one of five categories:

  1. Advising, selling & arranging
  2. Information sums/charges or product performance
  3. General admin – customer service
  4. Arrears related
  5. Other
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Staysure is a trading name of TICORP Limited. Staysure Travel Insurance is arranged by TICORP Limited which is registered in Gibraltar company number 111526. Registered office: First Floor, Grand Ocean Plaza, Ocean Village, Gibraltar. TICORP Limited is authorised and regulated by the Gibraltar Financial Services Commission and trades into the UK on a freedom of services basis, Financial Conduct Authority FRN 663617. 

Staysure Travel Insurance is administered by Howserv Limited.

Premium Finance is arranged by Howserv Limited. Howserv Limited use Premium Credit Limited (PCL) to provide premium finance. Howserv Limited is acting as a credit broker not a lender and receives a commission for introducing customers to PCL.

Howserv Limited is registered in England and Wales number 03882026. Registered office: Britannia House, 3-5 Rushmills Business Park, Bedford Road, Northampton, NN4 7YB. Howserv Limited is authorised and regulated by the Financial Conduct Authority FRN 599282.

We receive payment from the Insurer for the sale, service and renewal of your insurance policy. This payment is included in the premium you pay and is not an extra fee. Our staff may receive monthly or periodic rewards and bonus payments for their performance. This is based on various targets, including the quality of service provided to you, and is designed to ensure they act in your best interests. 

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