How Can We Help?

Just pop your question below to get an answer

How Do I Give Feedback or Make a Complaint?

Tell us what happened so we can investigate and explain the outcome.

Get in touch

Start with your usual TNB contact, visit the branch or write to Trusted Novus Bank, 76 Main Street, Gibraltar. Online-banking concerns can also go to Client Support.

What happens next?

We aim to resolve the issue when you contact us.

If further investigation is needed, an acknowledgment is sent within three working days, explaining the process and when you’ll hear again.

We investigate promptly and fairly and explain the decision. If agreement cannot be reached, a final response explains our conclusions and further options.

Taking your complaint further

Depending on the complaint, routes may include Gibraltar’s Office of Fair Trading for mortgage/general issues; the GFSC for eligible consumer-credit arbitration or payment-services concerns; or FIN-NET for eligible EEA cross-border disputes. The final response provides relevant details.

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).

A concern about personal data?

See section 13, Our details, in TNB’s Privacy Notice.

Still Looking for an Answer?

Speak to our team and we’ll help you find the right support.

Contact our team