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: 16 August 2018 to 15 February 2019

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

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 5.4 1560 1560 88% 12% 3.65% 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