Firm Name: FirstRand Bank Limited & MotoNovo Finance Limited
Period covered in this report: 1 July 2025 to 31 December 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.
| The second summary table below is in relation to complaints data for MotoNovo Finance FRBL | Number of complaints opened by volume of business | ||||||
| Grouping | Provision | 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 |
| Insurance and Home Pure Protection | 0 complaints per 1,000 accounts | 16 | 18 | 11.11% | 61.11% | 0% | Disputes Over Sums/Charges |
| Credit Related | 29,499.18 Complaints Per 1000 Accounts | 68,330 | 177 | N/A | N/A | 41.24% | N/A |
To help you put the figures into context:
MotoNovo Finance, a division of FirstRand Bank Limited (London Branch) manages over 3,000 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 December 25, we reported 22,499.18 complaints.
| MOTONOVO FINANCE LIMITED | Number of complaints opened by volume of business | ||||||
| Grouping | Provision | 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 |
| Insurance and Home Pure Protection | 4.31 Complaints Per 1000 Accounts | 18 | 18 | 5.56% | 87% | 0% | Disputes Over Sums/Charges |
| Credit Related | 158.49 Complaints Per 1000 Accounts | 67,856 | 6079 | N/A | N/A | 56.74% | N/A |
To help you put the figures into context:
MotoNovo Finance Ltd manages over 428,000 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 December 2025, we reported 4.31 complaints.
For every 1,000 finance agreements that were in force at the end of December 2025, we reported 158.49 complaints.
