Complaints data

Firm Name: FirstRand Bank Limited & MotoNovo Finance Limited
Period covered in this report: 1 January 2023 to 30 June 2023
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	2.97 per 1,000 policies in force	33	32	0%	94%	34%	Advising, selling and arranging
Decumulation and pensions
Investments
Credit-related	168.17 per 1,000 loans	6,685	2,846	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 41,000 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 June 2023, we reported 2.97 complaints.

For every 1,000 finance agreements that were in force at the end of June 2023, we reported 168.17 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	0.63 per 1,000 policies in force	36	35	3%	91%	29%	Advising, selling and arranging
Decumulation and pensions
Investments
Credit-related	22.74 per 1,000 loans	10,679	8,700	N/A	N/A	56%	N/A

To help you put the figures into context:

MotoNovo Finance Ltd manages over 509,000 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 June 2023, we reported 0.63 complaints.

For every 1,000 finance agreements that were in force at the end of June 2023, we reported 22.74 complaints.