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How Do I Give Feedback or Make a Complaint?

Tell us what happened so we can investigate.

Get in touch

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

What happens next

TNB aims to resolve the issue when you get in touch.

If further investigation is needed, an acknowledgment is sent within three working days, explaining the process and next update.

TNB explains its decision. If agreement cannot be reached, a final response explains the conclusions and relevant further options.

Taking a complaint further

The appropriate external route depends on the issue and eligibility. Refer to the full complaints procedure and your final response.

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

See section 13 of TNB’s Privacy Notice.

Information reviewed · 16 October 2026

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