Complaints Procedure

In accordance with the complaints’ procedure of Novum Bank Ltd, any complaint that a person has regarding a product or service of Novum Bank Ltd must be addressed by calling us on 08008-800118, in writing by that person to Novum Bank Ltd, either by sending an email to complaints@novumbankgroup.com or by letter to:

Novum Bank Limited
The Emporium
C De Brocktorff Street
Msida, MSD 1421
Malta

Any written complaint must clearly indicate your data (identity and contact details) and state the facts and circumstances on which the complaint is based.

The Bank will send the customer a written confirmation of receipt within two (2) working days from the day when the complaint has been received by the Bank. The Bank hereby confirms that all necessary measures will be taken to resolve the complaint within fifteen (15) working days. If this is not possible, the Bank will inform the customer accordingly, and will provide him/her with an indication as to when is it likely to be completed.

If the customer is not satisfied based on the reaction received, he or she can object to the decision by writing again to Novum Bank Ltd, stating the objection and the new information (s) to be assessed.

Moreover, should the customer be dissatisfied with the way in which we would have dealt with your complaint, you may direct your compliant/s in writing to: the Arbiter for Financial Services, Office of the Arbiter for Financial Services, First Floor, St Calcedonius Square, Floriana FRN1530, Malta, following the procedure as described under https://www.financialarbiter.org.mt/content/step-1-complain-your-provider.