Firm Name: FirstRand Bank Limited
Group: FirstRand Group
Other firms included in this report: None
Period covered in this report: 1st January 2017 to 30th June 2017
Brands/trading names covered: MotoNovo Finance


Product CategoryProvisionIntermediationNumber of complaints openedNumber of complaints closedComplaints closed within 8 weeksClosed complaints upheld by firmPercentage upheldMain cause of complaints opened
BankingN/AN/AN/AN/AN/AN/AN/AN/A
Home financeN/AN/AN/AN/AN/AN/AN/AN/A
General insurance and pure protection4.13 per 1,000 policies in forceN/A90489888%12%5%Unsuitable advice
Decumulation, life and pensionsN/AN/AN/AN/AN/AN/AN/AN/A
InvestmentsN/AN/AN/AN/AN/AN/AN/AN/A
Credit-related6.34 per 1,00 loansN/A2,8122,832//////45%Other


To help you put the figures into context:


MotoNovo Finance manages over 440,000 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.


We put figures into context by using the "per 1,000" metrics so that comparisons can be made between firms of different sizes.


* The "Provision" metric is used when a firm is the product provider, using the total volume of accounts held as at the end of the reporting period.
** The "Intermediation" metric is used when a firm is responsible for selling the product.  MotoNovo Finance is responsible for selling the insurance products, and have used the provision volume metric to provide a meaningful context.