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 and feedback as they give us the opportunity to see how we can improve our levels of service and thereby strengthen our business for our clients. We aim to ensure any concerns you express will be dealt with in a timely and fair manner.
We promise to:
In the first instance we encourage you to reach out to your Relationship Manager, who would be available to deal with any questions, concerns, feedback or complaints.
If your complaint concerns the way Trusted Novus Bank has handled your personal data, please visit our Privacy Notice, section 13. Our details.
Speak to one of our dedicated members of staff face to face at 76 Main St, Gibraltar GX11 1AA
Speak to your dedicated RM or one of our members of staff on 00350 200 03000
We aim to resolve your complaint as soon as you get in touch with us. However, where we need to investigate your complaint in more detail, we'll send you an acknowledgment letter within 3 working days.
This will explain:
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: