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: January – June 2024
Trading name included: Staysure.co.uk, Avanti Travel Insurance, Insureme4, Travel Insurance Medical, Petsure
| 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 | 0.23 | 2,097 | 2,045 | 33.38% | 64.62% | 28.95% | 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: