Firm Name: FirstRand Bank Limited & MotoNovo Finance Limited
Period covered in this report: 1 January 2025 to 30 June 2025
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 groupingProvision (at reporting period end date)Number of complaints openedNumber of complaints closedPercentage closed within 3 daysPercentage closed after 3 days but within 8 weeksPercentage UpheldMain Cause of complaints opened
Insurance and Home Pure Protection0 complaints per 1,000 accounts21220%73%0%Disputes Over Sums/Charges
Credit Related29,991.41 Complaints Per 1000 Accounts111,748365N/AN/A33.70%N/A

To help you put the figures into context:

MotoNovo Finance, a division of FirstRand Bank Limited (London Branch) manages over 4,000 existing Hire Purchase Agreements in relation to motor vehicles arranged through a large network of motor dealers and advises on and arranges non-investment insurance products for our customers.

For Insurance and Home Pure Protection complaints this is a closed book with zero live policies

For every 1,000 finance agreements that were in force at the end of June 25, we reported 22,991.41 complaints. 

MOTONOVO FINANCE LIMITEDNumber of complaints opened by volume of business
Product / service groupingProvision (at reporting period end date)Number of complaints openedNumber of complaints closedPercentage closed with 3 daysPercentage closed after 3 days but within 8 weeksPercentage UpheldMain Cause of complaints opened
Insurance and Home Pure Protection1.99 Complaints Per 1000 Accounts22230%87%26.09%Disputes Over Sums/Charges
Credit Related203.24 Complaints Per 1000 Accounts87,5935581N/AN/A55.21%N/A

To help you put the figures into context:

MotoNovo Finance Ltd manages over 430,000 existing Hire Purchase Agreements in relation to motor vehicles arranged through a large network of motor dealers and 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 2025, we reported 1.99 complaint.

For every 1,000 finance agreements that were in force at the end of June 2025, we reported 203.24 complaints.

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