Need Assistance?
Whether you’re worried about fraud and scams or need banking that works for you when life or health makes things harder, our help and support hub is here to keep you safe, informed, and in control. You’ll find clear guidance on spotting suspicious messages and protecting your accounts, alongside practical information on how we support accessible banking so everyone can manage their money with confidence.
Fraudsters use clever tricks to steal your personal and financial information. From phishing emails and fake websites to phone scams, these threats are real, but you can act to avoid them. Learn how to spot suspicious activity, protect your accounts, and report scams quickly.
We believe banking should be simple, supportive and accessible to all. Whether you have a disability, health condition or just need a bit of extra help due to changing circumstances, we’re here to make sure you can bank your way.
Search our FAQs below
General
The sort code for Gibraltar International Bank is 60-83-14. You can use this for all transactions requiring a sort code, such as setting up direct debits or transferring funds.
Withdrawals from your High Interest Savings Account (HISA) with Gibraltar International Bank are permitted quarterly during the first full calendar week of March, June, September, and December. During these windows, you can arrange a transfer from your HISA via online banking at www.gibintbank.gi/online-banking or in person at our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA. For more details on the HISA, visit High-interest savings account | Gibraltar International. Transfers are processed immediately during the withdrawal window.
Yes, you can convert your account to a joint account with Gibraltar International Bank. Both account holders must provide:
A valid ID (passport, driving licence, or Civilian Registration Card).
Proof of address (a utility bill or bank statement dated within the last 3 months).
Complete the form at www.gibintbank.gi/information/forms/joint-account-form and email it to aodds@gibintbank.gi. The process will take 3 business days, and we’ll notify you by email and text message once complete.
To close your account with Gibraltar International Bank, complete the closure form at www.gibintbank.gi/information/forms/account-closure-form and email it to aodds@gibintbank.gi. Ensure all funds are withdrawn and any standing orders or direct debits are cancelled. The process will take 3 business days, and we’ll notify you by email once complete.
Yes, existing customers can open an additional account online with Gibraltar International Bank. Log in to your online banking at online.gibintbank.gi, select the option to open a new account, and follow the prompts. You may need to provide updated documents, such as proof of address (a utility bill or bank statement dated within the last 3 months). The process will take 3 business days, and we’ll notify you by email and text message once the account is active.
You can find the form to update your contact details on our website at www.gibintbank.gi/information/forms/contact-update-form. Complete the form and email it to aodds@gibintbank.gi with any required documents, such as proof of address (a utility bill or bank statement dated within the last 3 months). We commit to processing updates within 2 business days for addresses and 1 business day for mobile numbers, and we’ll notify you by email once complete.
Gibraltar International Bank offers the following account types:
Personal Account: For everyday banking needs. Personal banking | Gibraltar International Bank
Personal Plus Account: For high net-worth individuals with a minimum income of £75,000 per year or £100,000 in savings/investments.
Personal Plus bank accounts | Gibraltar International Bank
Teen Account: For individuals aged 13 to 19 years.
Teen bank accounts | Gibraltar International Bank
Graduate Account: For recent graduates (within 2 years of graduation).
Student bank accounts | Gibraltar International Bank
Savings Account: For saving with interest, paid quarterly.
Standard savings account | Gibraltar International
High Interest Savings Account (HISA): With interest, paid monthly, and restricted withdrawal windows.
High-interest savings account | Gibraltar International
Young Person’s Savings Account: For children under 13, opened by a parent or guardian.
Young person’s bank account | Gibraltar International
Business Account: For businesses, including Business Premier and Intermediary Accounts.
Business & corporate banking | Gibraltar International Bank
Community Account: For charities, clubs, and associations.
Community Account – Gibraltar International Bank
Fixed Term Deposit Account: For fixed-term savings Fixed Term Deposits – Gibraltar International Bank
Check each account in detail at Personal banking | Gibraltar International Bank
After making a cash deposit at Gibraltar International Bank, your funds will be available in your account immediately.
You can deposit cash at our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA, during branch hours Monday to Friday, or via our in-branch ATMs.
Ensure you have your debit card or account number ready for the transaction.
Deposits to your Gibraltar International Bank account have no set limit.
However, for large deposits you must provide supporting documentation, including: Proof of the source of funds (e.g., payslips from the last 3 months, a bank statement showing the funds’ origin, or a sale agreement.
You can withdraw any amount from your Gibraltar International Bank account.
However for large withdrawals, we recommend safer alternatives like bank transfers or online payments to reduce the risk of carrying significant cash.
To proceed, visit our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA. The withdrawal will be processed immediately upon verification.
You can find your Gibraltar International Bank account number through online banking at online.gibintbank.gi by logging in and viewing your account details.
It is also available on your account statements, which you can access online or request a printed copy at our branch.
Your account number is not displayed on your debit card. If you don’t have online banking, you can request your account number by visiting our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA, with a valid ID (passport, driving licence, or Civilian Registration Card). We’ll provide the details immediately upon verification.
Gibraltar International Bank only accepts the current UK Sterling £20 (purple) and £50 (red) notes.
We do not accept old £20 or £50 notes, including those withdrawn in 2022.
If you have old notes, you can exchange them at a Bank of England branch or through their postal exchange service https://www.bankofengland.co.uk/banknotes/exchanging-old-banknotes
This form is required for audit purposes by us to ensure accurate record-keeping. It allows us to thoroughly review the transaction details and promptly address any discrepancies or issues that may arise, such as missing notes or errors, by contacting you with a resolution.
Additionally, we offer safer alternatives such as bank transfers or electronic payments to help you manage large sums more securely, reducing the risks associated with handling significant amounts of cash.
We offer convenient alternatives such as bank transfers or electronic payments to help you manage large sums more efficiently, providing added security and peace of mind when handling significant transactions.
To update your address with Gibraltar International Bank, complete the form at www.gibintbank.gi/information/forms/contact-update-form, attach proof of your new address (e.g., a utility bill, residential ID card, or driving licence dated within the last 3 months), and email it to aodds@gibintbank.gi. The process will take 2 business days, and we’ll notify you by email once complete.
Yes, you can open an account in-branch at Gibraltar International Bank, located at Ince’s House, 310 Main Street, Gibraltar GX11 1AA. You must meet one of these criteria:
Live in Gibraltar.
Work in Gibraltar.
Have a source of income from Gibraltar (e.g., employment, rental income, or pension).
If you meet the criteria, bring the following documents to the branch:
A valid ID (passport, driving licence, or Civilian Registration Card).
Proof of address (a utility bill, empadronamiento, or the back of your ID, dated within the last 3 months; tenancy agreements or house deeds in foreign languages are not accepted unless translated by a professional translator).
Proof of source of funds (e.g., payslips or bank statements from the last month).
Your taxpayer reference number.
We commit to completing the process within 3 business days, and we’ll notify you by email and text message once your account is active.
You can add someone to your Gibraltar International Bank account by following these steps. The process differs based on the individual’s connection to Gibraltar:
If the person has a direct connection to Gibraltar (they live in Gibraltar, work in Gibraltar, or have a source of income from Gibraltar, such as employment, rental income, or pension):
They must provide:
A valid ID (passport, driving licence, or Civilian Registration Card).
Proof of address (a utility bill, empadronamiento, or the back of their ID, dated within the last 3 months; foreign tenancy agreements or house deeds are not accepted unless translated by a professional translator).
Proof of income (e.g., payslips or bank statements from the last month).
Their taxpayer reference number.
If the person is a family member (e.g., spouse or child) without a direct Gibraltar link:
They can still be added if:
They are a spouse, child, or parent of the primary account holder.
The primary account holder has a direct connection to Gibraltar (lives, works, or has income from Gibraltar).
They must provide:
A valid ID (passport, driving licence, or Civilian Registration Card).
Proof of relationship (e.g., marriage certificate, birth certificate).
To proceed, both the primary account holder and the person being added must complete a paper form, available at our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA. Submit the form and required documents in person at the branch. We commit to completing the process within 3 business days, and we’ll notify you by email and text message once the account is updated.
If you don’t have proof of address in your name, you can still open an account with Gibraltar International Bank by providing:
A utility bill or house deed in the property owner’s name, dated within the last 3 months.
A copy of the property owner’s ID (passport, driving licence, or Civilian Registration Card).
A signed, dated letter addressed to Gibraltar International Bank from both you and the property owner, confirming that you reside at the address with the legal owner or tenant.
Submit these documents in person at our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA, or email them to aodds@gibintbank.gi if applying online at www.gibintbank.gi/personal-accounts/apply. We commit to completing the process within 3 business days, and we’ll notify you by email and text message once your account is active.
No, you cannot exchange money without an account with Gibraltar International Bank. You must have an account to access our currency exchange services. To open an account, apply online at Join Us On Our Journey – Gibraltar International Bank
If your card was retained by a Gibraltar International Bank ATM, notify us immediately by emailing gibraltar@gibintbank.gi or visiting our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA. We’ll arrange for our technicians to retrieve it within 2 business days, and we’ll contact you by email or phone to collect it from the branch at your convenience.
You’ll need to bring a valid ID (passport, driving licence, or Civilian Registration Card) to retrieve it. If the ATM belongs to another bank, contact that bank directly to arrange retrieval.
You can make deposits at the ATMs located inside our Gibraltar International Bank branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA. This service is available during branch opening hours.
Deposits are processed immediately, and you’ll receive a receipt upon completion. Ensure you have your debit card and the funds ready for deposit
You can deposit up to 90 notes per batch at Gibraltar International Bank ATMs located inside our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA.
Note that £100 notes are not accepted. After each batch, remove your card and repeat the process for additional deposits. Deposits are processed immediately, and you’ll receive a receipt upon completion. This service is available during branch opening hours
To resolve issues with your transaction, email gibraltar@gibintbank.gi with the details of your deposit or withdrawal. Our team will manually process any pending deposits or reverse any failed withdrawals within 2 business days, and we’ll contact you by phone to confirm the resolution at a time that suits you.
Most of our ATMs dispense Gibraltar notes for your convenience. However, the two ATMs located outside our branch at 310 Main Street, Gibraltar GX11 1AA, along with our cashiers, are equipped to dispense Sterling notes to meet your currency preferences.
Gibraltar International Bank’s branch located at Ince’s House, 310 Main Street, Gibraltar GX11 1AA, is open:
Monday 8:30 – 16:00
Tuesday 8:30 – 16:00
Wednesday 9:30 – 16:00
Thursday 8:30 – 16:00
Friday 8:30 – 16:00
Sat-Sun Closed
Bank Holiday Closed
Mortgages & Loans: Email FOlending@gibintbank.gi.
General Inquiries: Call +350 200 13900 or visit the contact page at www.gibintbank.gi/contact-us for additional contact options.
You can withdraw up to £500 per day from Gibraltar International Bank ATMs within a 24-hour period. At non-GIB ATMs, withdrawal limits may differ, and third-party fees may apply.
For amounts exceeding £500, you can use your card at merchants or visit our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA, with a valid ID (passport, driving licence, or Civilian Registration Card) to withdraw higher amounts.
Withdrawals at the branch are processed immediately upon verification.
You can use your Gibraltar International Bank card in any country where Visa or Mastercard is accepted, which includes most countries worldwide. However, there are certain countries where we may not permit card usage due to security or regulatory restrictions. To confirm if your card is accepted in a specific country, call us on +350 200 13900 or email gibraltar@gibintbank.gi, and we’ll verify for you.
Gibraltar International Bank does not currently offer credit cards. We are exploring the possibility of introducing credit cards in the future, but no specific timeline is available at this time. For alternative payment options, you can use your debit card for purchases.
Yes, all debit cards issued by Gibraltar International Bank include a contactless payment function, allowing you to make quick and secure payments at merchants that accept contactless transactions. To use, tap your card on the payment terminal for transactions up to £100 per purchase, subject to merchant limits.
If you’ve received a new debit card from Gibraltar International Bank, you can activate it in two ways:
If its a New Card, contact us on 20013900 or visit our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA, where our team will assist you with activation immediately upon presenting a valid ID (passport, driving licence, or Civilian Registration Card).
For a replacement card, Insert the card into one of our ATMs at the branch and enter your existing PIN to activate it automatically.
If you’ve requested a new or replacement debit card from Gibraltar International Bank, delivery times are as follows:
Gibraltar: Your card will arrive within 2 weeks.
Spain: Your card will arrive within 4 to 8 weeks, due to additional security checks and potential postal delays in the region.
If you’ve requested a new or replacement debit card from Gibraltar International Bank, delivery times for the card and PIN are as follows:
Gibraltar Address: Your card will arrive within 10 working days, and the PIN will be sent separately, arriving within 2 working days after the card.
Spain Address: Your card will arrive within 4 to 8 weeks due to additional security checks and potential postal delays, and the PIN will be sent separately, arriving approximately 1 week after the card.
You can use the contactless payment function on your Gibraltar International Bank debit card for transactions up to £45 per purchase, for a maximum of 5 consecutive transactions. After the 5th transaction, you must use your PIN at a merchant terminal or ATM to reset the contactless functionality.
You can spend up to £10,000 every 24 hours with your Gibraltar International Bank debit card, whether online or in shops, subject to your available account balance. This limit applies to all transactions. To view your spending history, log in to online banking at www.gibintbank.gi/online-banking.
You can use your Gibraltar International Bank card in any country where Visa or Mastercard is accepted, which includes most countries worldwide. However, there are certain countries where we may not permit card usage due to security or regulatory restrictions. To confirm if your card is accepted in a specific country, call us on +350 200 13900 or email gibraltar@gibintbank.gi, and we’ll verify for you.
Your Gibraltar International Bank debit card PIN is sent separately from your card for added security.
To find it, check the PIN mailer for an accompanying sticker (not the paper documentation), carefully peel off the sticker, and place it on a white background to clearly see the PIN details.
Once you have your PIN, activate your card by inserting it into one of our ATMs at Ince’s House, 310 Main Street, Gibraltar GX11 1AA, and entering the PIN, or visit the branch with a valid ID (passport, driving licence, or Civilian Registration Card).
Ensure you keep your PIN secure and do not store it with your card.
Gibraltar International Bank mails debit cards directly to your registered address to ensure secure and efficient delivery. Should you have any questions or concerns please contact us at css@gibintbank.gi or visit us in Branch.
When using your Gibraltar International Bank debit card abroad, we recommend choosing to pay in the local currency if the payment terminal offers this option. This ensures you receive a more competitive exchange rate set by Visa or Mastercard, avoiding additional fees or less favorable rates that may apply if you pay in GBP.
If the terminal does not offer the local currency option, your transaction will be processed in GBP, but the merchant or their bank may apply a conversion rate, potentially increasing the cost. To confirm the best option, check the terminal at the point of sale and select the local currency where available.
If you’ve lost your Gibraltar International Bank debit card or suspect it may be compromised, contact our 24-hour support line immediately at +350 200 13911 to block or cancel the card. You can also request a replacement card during the call.
To be eligible for a loan with Gibraltar International Bank, you must have been a Gibraltar resident for at least 12 months or have a Gibraltar-based income source (e.g., employment, rental income, or pension).
You can apply for a loan with Gibraltar International Bank online by visiting gibintbank.online or arrange an appointment with a Mortgage Advisor by emailing lending@gibintbank.gi
Select the relevant application form under the Personal tab, complete it, and submit it with the required documents:
A valid ID (passport, driving licence, or Civilian Registration Card).
Proof of address (a utility bill or bank statement dated within the last 3 months).
Proof of income (e.g., payslips or bank statements from the last 3 months).
Property details (e.g., address, purchase price, memorandum of sale).
If you need to reset your password, use the “password reset” option on the app before logging in and follow the steps. Alternatively, you can call 20013900 for our team to assist and guide you through the process.
If you remember the password, contact the Bank on 20013900 to unblock your username, or it will be automatically unblocked within 24 hours.
For transactions exceeding £100,000, we recommend using CHAPS or SWIFT, which require providing your IBAN and BIC/SWIFT code for processing. Faster Payments are free of charge for amounts up to £99,999, while CHAPS or SWIFT transactions incur a fee of £25 to ensure secure and efficient handling.
You can place a Fixed Term Deposit online for amounts up to £1,000,000. If you wish to deposit a higher amount, please contact us on 20013900 or gibraltar@gibintbank.gi, and we will assist you.
You can customise your online statements to display either incoming or outgoing payments based on your preference – you can find this option under ‘transaction view’ on the online app. If you prefer a printed statement from our branch, these will include a comprehensive overview showing both incoming and outgoing transactions together.
You can print statements at branch, however there is a soft limit of 25 pages (50 if double-sided), but we assess larger requests on a case-by-case basis.
We encourage accessing statements online for quick and convenient access to your records. However, if you face challenges such as health or mobility concerns, or if you do not have reliable online access, we can mail statements to your address as an exception. Please contact us on 20013900 or gibraltar@gibintbank.gi, and we will accommodate your needs.
To safeguard against duplicate transactions, Gibraltar International Bank may temporarily block repeated transfer attempts using the same beneficiary reference.
We recommend using a unique reference for each transfer to ensure smooth processing and avoid interruptions. If the issue persists, email gibraltar@gibintbank.gi with your details, and we’ll resolve the issue within 2 business days, notifying you by email once completed.
Gibraltar International Bank offers the following payment types:
Faster Payments: For GBP transfers within the UK or to UK clearing sort code institutions (up to £99,999).
SWIFT Payments: For international transfers in multiple currencies.
CHAPS Payments: For high-value GBP transfers within the UK or to UK clearing sort code institutions.
SEPA Payments: For EUR transfers within the European Union.
Internal Transfers: For transfers between two accounts within Gibraltar International Bank.
You can initiate these payments via online banking at Login to Gibraltar International Bank Online Banking – Gibraltar International Bank Ltd. or in person at our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA.
Gibraltar International Bank’s cut-off times for payments are:
Internal Transfers: Between two accounts within the bank, processed immediately (24 hours a day).
Faster Payments: For GBP transfers within the UK or to UK clearing sort code institutions, submitted by 23:59 hrs on a business day, processed within 2 hours.
CHAPS Payments: For high-value GBP transfers within the UK or to UK clearing sort code institutions, submitted by 16:00 hrs on a business day, processed the same day.
SEPA Payments: For EUR transfers within the European Union, submitted by 12:00 hrs on a business day, processed the same day.
SWIFT Payments: For international transfers, submitted by 15:00 hrs on a business day, processed the same day.
Payments submitted after these times will be processed the next business day. Currency-related value dates and cut-off times apply for non-GBP transactions.
Gibraltar International Bank’s charges for payment methods are:
Internal Transfers: Free for transfers between two accounts within the bank.
Faster Payments: £1.00 for GBP transfers within the UK or to UK clearing sort code institutions.
CHAPS Payments: £25.00 per transaction for high-value GBP transfers within the UK or to UK clearing sort code institutions.
SEPA Payments: £15.00 for EUR transfers within the European Union.
SWIFT Payments: £25.00 per transaction for international transfers in multiple currencies.
For a detailed tariff guide, visit www.gibintbank.gi/information/tariffs.
Gibraltar International Bank’s processing times for payments are:
Internal Transfers: Immediate (within 24 hours).
Faster Payments: Within 2 hours if submitted by 23:59 hrs on a business day.
CHAPS Payments: Same day if submitted by 16:00 hrs on a business day.
SEPA Payments: 1 business day if submitted by 12:00 hrs on a business day.
SWIFT Payments: Up to 5 business days, depending on the destination.
Payments submitted after the cut-off times will be processed the next business day.
If you have a payment query, such as a transfer sent to Revolut or another beneficiary, email gibraltar@gibintbank.gi with your details, the transaction date, amount, and beneficiary information.
We’ll investigate and resolve the query within 5 business days, notifying you by email once completed.
The fee for processing a manual payment at branch is £50 per transaction.
For greater flexibility and lower costs, online payments are free for Faster Payments, or £25 for CHAPS and SWIFT Payments.
View our full tariff guide at www.gibintbank.gi/information/tariffs.
Gibraltar International Bank supports transfers to and from most countries, but restrictions apply due to regulatory requirements. We do not permit transfers to or from high-risk jurisdictions.
To confirm eligibility for a specific destination or origin country, email gibraltar@gibintbank.gi with the country details, and we’ll verify within 1 business day, notifying you by email.
Gibraltar International Bank is currently addressing issues with the statement download option on our online banking platform.
As a workaround, you can request statements by emailing gibraltar@gibintbank.gi or visiting our branch at Ince’s House, 310 Main Street, Gibraltar GX11 1AA, with a valid ID (passport, driving licence, or Civilian Registration Card).
Statements are available for transactions up to 90 days, and we commit to providing them within 1 business day. This feature is being enhanced and will be fully operational soon.
You can print statements online for transactions up to 90 days with Gibraltar International Bank.
Log in to online banking at Login to Gibraltar International Bank Online Banking – Gibraltar International Bank Ltd. go to your account, select the statement period, and download or print the statement as a PDF.
For statements covering earlier periods, visit our branch at Ince’s House, 310 Main Street, Gibraltar, with a valid ID (passport, driving licence, or Civilian Registration Card).
We commit to providing older statements within 1 business day. The e-PDF function for older transactions is currently being enhanced and will be available soon on the online platform.
Check our tariff guide for a detailed list of costs and fees related to the accounts products and services https://www.gibintbank.gi/information/tariffs
Check our tariff guide for a detailed list of Interest rates and fees related to the accounts products and services on the following link https://www.gibintbank.gi/information/tariffs
To find Gibraltar International Bank’s daily foreign exchange rates, log in to online banking at Login to Gibraltar International Bank Online Banking – Gibraltar International Bank Ltd. where rates for major currencies (e.g., GBP, EUR, USD) are updated daily.
For specific rates or assistance with currency conversions, email gibraltar@gibintbank.gi, and we’ll provide the information within 1 business day.
Gibraltar International Bank’s fees for cash withdrawals and deposits are:
Cash Withdrawals at Branch: GBP notes Free & currency notes over the counter 1% min £10.00
Cash Withdrawals at ATMs: Free at GIB ATMs; third-party fees may apply at non-GIB ATMs.
Cash Deposits at Branch or In-Branch ATMs: GBP Free and currency notes over the counter 1% min £10.00
For a detailed tariff guide, visit www.gibintbank.gi/information/tariffs.
For withdrawals and deposits in foreign currency with Gibraltar International Bank, transactions are converted to GBP at the exchange rate set on the transaction date, with a 1% min £10.00 currency conversion fee applied by the bank.
To view the daily exchange rates for major currencies (e.g., GBP, EUR, USD), log in to online banking at Login to Gibraltar International Bank Online Banking – Gibraltar International Bank Ltd. For specific rates, email gibraltar@gibintbank.gi, and we’ll provide the information within 1 business day.
When withdrawing Euros using your Gibraltar International Bank debit card, the transaction will be converted to GBP at the exchange rate set by Visa or Mastercard on the transaction date.
The rate will be displayed on the ATM screen before you confirm the withdrawal. To view your transaction details, log in to online banking at Login to Gibraltar International Bank Online Banking – Gibraltar International Bank Ltd.
Complaints
Gibraltar International Bank (GIB) defines a complaint as “an expression of dissatisfaction (oral or written) about the provision of, or failure to provide, a financial service.” In simpler terms, if a customer is unhappy, it’s considered a complaint.
If you need to place a complaint you can do so by contacting us on +350 200 13900, sending us an email on gibraltar@gibintbank.gi or visting the branch; Inces House, 310 Main Street, Gibraltar.
At Gibraltar International Bank, anyone can raise a complaint through any channel, and it’s a collective effort to resolve it.
Frontline teams are responsible for communicating with customers and chasing internal resolution, while other departments must stay in regular contact with frontline teams when needed.
Currently, everyone works together to resolve complaints, with frontline teams keeping customers informed, updating records, and ensuring issues are addressed internally.
If you need to place a complaint you can do so by contacting us on +350 200 13900, sending us an email on gibraltar@gibintbank.gi or visting the branch; Inces House, 310 Main Street, Gibraltar.
Complaints aren’t about catching anyone out—they’re here to help you. If a customer has complained, it signals an opportunity for GIB to learn and improve.
The more complaints we record, the better we understand what needs to change. We’ll investigate the root causes, helping to resolve issues customers face.
If you need to place a complaint you can do so by contacting us on +350 200 13900, sending us an email on gibraltar@gibintbank.gi or visting the branch; Inces House, 310 Main Street, Gibraltar.
To raise a complaint, express your dissatisfaction through any channel—whether in person, by phone, or in writing (email or letter). An acknowledgement will be sent to you within one working day of receipt, though it may be worded sensitively as some customers are hesitant to be seen as complaining.
If you need to place a complaint you can do so by contacting us on +350 200 13900, sending us an email on gibraltar@gibintbank.gi or visting the branch; Inces House, 310 Main Street, Gibraltar.
If you are not satisfied with the handling of your complaint, you may file the complaint to:
Office of Fair Trading
Suite 975, Europort
Gibraltar
GX111AA
Tel: + 350 20071700
E-Mail: oft@gibraltar.gov.gi
Once raised, the Complaints Handler will investigate and attempt to resolve it. If unresolved, it escalates to a Subject Matter Expert, relevant team, or Senior Management/Department Head for support.
An acknowledgement is sent within one working day, and the Complaints Handler maintains weekly updates. If resolved, a Summary Resolution detailing the steps taken will be provided.
GIB aims to resolve complaints within 3 days, though complex cases may take up to 8 weeks, depending on the issue.
You’ll be informed in writing as soon as the complaint is raised. If it remains open beyond 8 weeks, the Complaints Handler will provide a status update and estimated resolution timeline.
If you’re unhappy with the Bank’s resolution, you can escalate your complaint.
Additionally, as GIB is authorised and regulated by the Gibraltar Financial Services Commission (GFSC), you may refer your case to the GFSC for further review if needed.
Contact our complaints handler on +350 20013900 or email complaints@gibintbank.gi for guidance on escalation or GFSC referral.
