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How Can My Business Raise a Complaint?
Tell our team about your experience so TNB can investigate and explain its response.
Contact TNB
Start with your usual Corporate contact. You can visit the branch or write to Trusted Novus Bank, 76 Main Street, Gibraltar. Client Support also handles online-banking concerns.
What happens next?
01
TNB aims to resolve your concern when you get in touch.
02
If further investigation is needed, an acknowledgment is sent within three working days, explaining the process and when to expect an update.
03
TNB investigates promptly and fairly and explains its decision. If agreement cannot be reached, a final response sets out the conclusions and further options.
Further review
Available external routes depend on the type of complaint and eligibility. TNB’s published process lists the Office of Fair Trading, GFSC and FIN-NET in relevant circumstances; these routes do not automatically apply to every corporate complaint.
Full complaint escalation details
If we cannot reach agreement as to a fair outcome and resolution of your complaint then you will be sent a final response letter. This will clearly explain how and why the bank has reached its conclusions.
The final response letter will also include details of whom you may be able to contact to report your concerns to, or seek further advice:
If your complaint relates to a mortgage loan or a general issue, then you may refer to the Gibraltar Office of Fair Trading who may be prepared to conduct a review of your complaint. Contact details are available on their website oft.gov.gi.
If your complaint relates to a loan/credit facility from the Bank, and the facility is regulated under the Gibraltar Financial Services (Consumer Credit) Act 2011 ("Act"), then you may refer to the Gibraltar Financial Services Commission and request that their Chief Executive Officer ("CEO") arbitrate between us.
If your complaint relates to an infringement of Gibraltar Financial Services (EEA) (Payment Services) Regulations , you may refer to the Gibraltar Financial Services Commission (FSC)
If you are not a resident of Gibraltar, but are resident in an EEA state, then you may be able to refer your complaint to The Financial Dispute Resolution Network of National Out-of-Court Complaint Schemes in the EEA (FIN-NET). FIN-NET helps customers resolve cross border disputes out of court and further details are available via the European Commission website www.ec.europa.eu (search for FIN-NET).
Personal-data concerns
For concerns about how TNB handled personal data, see section 13 of its Privacy Notice.
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