Complaints Data Summary

Firm Name: FirstRand Bank Limited

Group: FirstRand Group

Other firms included in this report: None

Period covered in this report: 1st July 2016 to 31st December 2016

Brands/trading names covered:                      MotoNovo Finance

Product Category Number of complaints opened Number of complaints closed Complaints closed within 8 weeks (%) Closed complaints upheld by firm (%)
Home finance        
General Insurance and pure protection 636 636 100% 8.1%
Decumulation, life and pensions        
Credit Related  2353  2511  Not Applicable  56%

To put the figures into context:

MotoNovo Finance manages over 400,000 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 2016, we reported 3.23 complaints.

For every 1,000 finance policies that were in force at the end of December 2016, we reported 5.7 complaints.