Complaints data

Firm Name: FirstRand Bank Limited & MotoNovo Finance Limited
Period covered in this report: 1 July 2022 to 31 December 2022
Brands/trading names covered: MotoNovo Finance

Below are Firm’s complaints data as related to the trading name for MotoNovo Finance.

The first summary table below is in relation to complaints data for MotoNovo Finance, a division of FirstRand Bank Limited (London Branch).

The second summary table below is in relation to complaints data for MotoNovo Finance Limited.

MOTONOVO FINANCE A DIVISION OF FIRSTRAND BANK LIMITED (LONDON BRANCH)	Number of complaints opened by volume of business
Product / service grouping	Provision (at reporting period end date)	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
Home finance
Insurance and pure protection	0.88 per 1,000 policies in force	20	18	33%	67%	39%	Unsuitable Advice
Decumulation and pensions
Investments
Credit-related	43.36 per 1,000 loans	2,720	3,105	N/A	N/A	35%	N/A

To help you put the figures into context:

MotoNovo Finance, a division of FirstRand Bank Limited (London Branch) manages over 62,000 existing Hire Purchase Agreements in relation to motor vehicles arranged through a large network of motor dealers and also advises on and arranges non-investment insurance products for our customers.

For every 1,000 insurance policies that were in force at the end of December 2022, we reported 0.88 complaints.

For every 1,000 finance agreements that were in force at the end of December 2022, we reported 43.36 complaints.

MOTONOVO FINANCE LIMITED	Number of complaints opened by volume of business
Product / service grouping	Provision (at reporting period end date)	Number of complaints opened	Number of complaints closed	Percentage closed with 3 days	Percentage closed after 3 days but within 8 weeks	Percentage Upheld	Main Cause of complaints opened
Banking and credit cards
Home finance
Insurance and pure protection	0.83 per 1,000 policies in force	54	48	23%	77%	19%	Unsuitable Advice
Decumulation and pensions
Investments
Credit-related	17.18 per 1,000 loans	7,847	7,701	N/A	N/A	57%	N/A

To help you put the figures into context:

MotoNovo Finance Ltd manages over 450,000 existing Hire Purchase Agreements in relation to motor vehicles arranged through a large network of motor dealers and also advises on and arranges non-investment insurance products for our customers.

For every 1,000 insurance policies that were in force at the end of December 2022, we reported 0.83 complaints.

For every 1,000 finance agreements that were in force at the end of December 2022, we reported 17.18 complaints.