General terms and conditions

Please read these terms and conditions carefully. All users of the Trusted Novus Bank website accept and agree to be bound by the legal terms set out in the following. If you do not accept these terms and conditions, please do not use the website.

It is important that you are aware that the information at this site is not to be construed as an offer to buy or sell or a solicitation of an offer to buy or sell financial instruments.

Please note that this site is designed for and maintained by Trusted Novus Bank.

The information on our website is likely to be modified without prior notice and this also applies to our recommendations.

If you are searching for our 'Terms and Conditions' for holding an account with Trusted Novus Bank, please click here

Copyright

Print and download, but request permission where appropriate

The entire contents of the Trusted Novus Bank website are subject to copyright with all rights reserved. Downloading or copying from the Trusted Novus Bank website will not transfer the title to any software or material. All our visitors and clients are welcome to download or print out a hard copy of individual pages and/or sections of the site, provided no copyright or other proprietary notices are removed.

Special software

Links to downloadable software are for convenience only, and Trusted Novus Bank is not responsible for difficulties or consequences associated with the downloading process.

When is permission required?

Prior written permission from Trusted Novus Bank is needed if you wish to reproduce (in whole or in part), transmit (by electronic means or otherwise), modify, link into or use this site for any public or commercial purpose.

Warranty and liability

All information contained on the Trusted Novus Bank website is provided without warranty of any kind, expressed or implied.

In no event, including (without limitation) negligence, will Trusted Novus Bank be liable for any loss or damage of any kind, including (without limitation) any direct, special, indirect or consequential loss, even if expressly advised of the possibility of such loss, arising out of or in connection with the access of, use of, performance of, browsing in or linking to other sites from the Trusted Novus Bank site.

Local legislation

Products and services described on this website may not always be available to all investors; for instance these products and services cannot always be made available to residents outside the European Union and are not available to residents of the United States of America.

Below please find information listed for selected countries - please note that the list is not exhaustive.

Australia

Trusted Novus Bank is not regulated by APRA in Australia.

United Kingdom residents or citizens

For investors resident in the United Kingdom who subscribe to the products and services of Trusted Novus Bank: products and services will be undertaken on your behalf (or provided to you) by an overseas investment business, and as such are not covered by the rules and regulations made for the protection of investors in the United Kingdom.

US Persons

Products and services referred to on this website are not aimed at, and may not be offered to US Persons.

Investment information

Past performance and fluctuations

The price of and return on bonds and equities may fall as well as rise. Past performance is not necessarily a guide to the future, and investors may not get back the full amount invested. Bond and share prices in emerging markets can be extremely volatile. Where an investment is denominated in a currency other than the investor's base currency, the investor must be warned that changes in rates of exchange may have an adverse effect on the value, price or income of the investment.

Your case is unique, every time

Recommendations on our website are based on reliable information and thorough analysis. We are, however, not responsible for investments made on the basis of these recommendations. We recommend that an investment decision be always based on professional, individual advice.

Products illustrated on this website may not be suitable for all clients, and if you have any doubts, you must obtain further advice from your investment adviser, fully explaining your requirements.

Duty to inform the tax authorities

We do not offer tax advisory service as such. The tax information that we offer is of a general nature. If you require specific information, we recommend that you contact your accountant or tax adviser before acting on information provided by us. The information provided by us does not relieve you of your duty to report to the relevant authorities in the country where you are a tax resident. You are responsible for reporting any taxable income to the relevant tax authorities.

Reference Rates/Benchmarks

If you have any agreements with the Bank concerning loans, credits or financial instruments where a benchmark is used, such as the reference rate, CIBOR3, you can read about the Bank's fallback plans.

Deposits and Investments

Trusted Novus Bank Limited is a participant in the Gibraltar Deposit Guarantee Scheme. The Scheme offers eligible claimants protection for their eligible deposits. Full details of the scheme can be found at http://www.gdgb.gi

Trusted Novus Bank Ltd. is licensed to offer investment advice and is supervised by the Gibraltar Financial Services Commission under permission number 3207. Trusted Novus Bank Ltd. is covered by the Gibraltar Investor Compensation Scheme, a guarantee fund for depositors and investors, that complies with current EU rules.

In respect of investments, the Scheme covers the lesser of an amount corresponding to no more than 90% of the relevant investments or the sterling equivalent of EUR 20,000.00. At request, further details about guarantee funds for depositors and investors are available from the Gibraltar Investor Compensation Scheme.

The coverage is lower than that provided by the United Kingdom Compensation Scheme, which exceeds the EU requirements. At request, further details can be obtained from the United Kingdom Financial Services Compensation Scheme.

Complaints

We strive to offer our clients the highest level of service and care at all times, however we accept that there may possibly come a time when we do not fully meet your expectations and you feel the need to bring this to our attention. We welcome complaints in as much as they give us the opportunity to see how we might improve our levels of service and thereby strengthen our business.
We promise to:
- Fully investigate your complaint.
- Ensure that it is dealt with promptly.
- Ensure that it is resolved fairly.
- Explain how and why a particular decision concerning your complaint has been reached.

How to complain?

In the first instance, we would encourage you to discuss any concerns you may have directly with your personal adviser at the Bank. If you are not satisfied with your adviser’s response, or if you feel uncomfortable addressing your complaint to your adviser directly, then you are welcome to make a formal complaint. All formal complaints should be made to the Bank in writing and addressed to the Manager. Alternatively, you can email your complaint to This email address is being protected from spambots. You need JavaScript enabled to view it.


We will look to resolve your complaint as soon as possible, and in most cases, you should expect to receive a response from us within 15 days of our receipt of your complaint However complex complaints may take us longer to investigate and resolve, and when this is the case we will keep you updated throughout the process.

What if you are not happy with how your complaint has been handled, or the final outcome?

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 www.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).