Complaints Data Summary

Firm Name: FirstRand Bank Limited

Group: FirstRand Group

Other firms included in this report: None

Period covered in this report: 1st January 2016 to 30th June 2016

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 674 674 100% 11%
Decumulation, life and pensions        
Credit Related  2223  1967  Not Applicable  52%

To put the figures into context:

MotoNovo Finance manages over 360,000 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 2016, we reported 16 complaints.

For every 1,000 finance policies that were in force at the end of June 2016, we reported 6 complaints.