Case Study: MotoNovo Finance achieves complaint management excellence and cuts FOS referrals from 10% to 2% with Aptean Respond from Aptean

MotoNovo Achieves Complaint Management Excellence with Aptean Respond

MotoNovo Finance, a Cardiff‑based lender with around 500,000 customers, faced fragmented and inconsistent complaint handling across multiple teams, poor complaint recognition and recording, over 10% of cases being referred to the Financial Ombudsman Service (FOS), and 26% of complaints breaching the FCA’s eight‑week timeframe—while staff attrition and manual processes undermined service quality.

By merging complaint teams, creating a complaints MI function, retraining staff and deploying Aptean Respond as a single-case management platform, MotoNovo achieved rapid improvements: logged complaints rose from ~50 to 1,056 monthly (reflecting accurate capture), FOS referrals fell from 10% to 2% and uphold rates dropped to a 12‑month average of 24%, first‑contact resolution reached 26%, breaches over 56 days fell from 26% to 1%, staff attrition fell from 52% to 3%, QA improved and the programme won multiple industry awards.

MotoNovo Finance

Maria Vidler

MotoNovo