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 – 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:

  • Advising, selling & arranging
  • Information sums/charges or product performance
  • General admin – customer service
  • Arrears related
  • Other