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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 January 2020 to 30 June 2020

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 26.52 7243 6715 16.25% 76.46% 3.84% 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 0.01 6 6 N/A 100% 0.01  Category 2 (Information sums/charges or product performance)

* 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