We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.

We want to:

• Make it easy for you to raise your complaint
• Listen to your complaint and consider how you’d like us to remedy your complaint
• Make sure you’re satisfied with how your complaint was handled.

Via Online:

You can leave your contact details in the form below and we will get in touch with you.

In writing:

Address your letter to ‘Head of Client Services’ and send to:
Standard Chartered Bank, Jersey Branch (“SCBJ”),
PO Box 80,
15 Castle Street,
St Helier,
Jersey JE4 8PT,
Channel Islands.

How long will it take?

Upon receipt of your complaint we will issue you with an acknowledgement within three working days. If we cannot resolve the matter straight away we aim to provide you with a detailed response within 4 weeks of receipt. If your complaint remains unresolved after 4 weeks we will provide a reason for the further delay and a date when we are likely to provide a final response.

What if you’re not happy with our response?

Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority. If you’re not satisfied by our action or explanation your case can be reviewed at a higher level within the Bank.

If your account is in Jersey or your complaint relates to services provided in or from Jersey, then you can refer to the Channel Islands Financial Ombudsman to determine whether your complaint is eligible to be considered by them, or to the Jersey Financial Services Commission via these websites respectively:

https://www.ci-fo.org
https://www.jerseyfsc.org

Alternatively, you can contact them at the following address:

Channel Islands Financial Ombudsman
PO Box 114
Jersey,
JE4 9QG
Channel Islands
Telephone +44 (0)1534 748610
Email: enquiries@ci-fo.org

Jersey Financial Services Commission
PO Box 267
14-18 Castle Street
St Helier
Jersey,
JE4 8TP
Channel Islands
Telephone: +44 (0)1534 822000
Email: registry@jerseyfsc.org

You must contact the Channel Islands Financial Ombudsman about your complaint within six (6) months of the date of the final letter or the ombudsman may not be able to review your complaint. You must also contact the ombudsman within six years of the event complained about or (if later) two years of when you could reasonably have been expected to become aware that you had a reason to complain.

Special note for South African Residents

If you are a South African resident and you are not happy with the way in which we have dealt with your investment complaint you may wish to refer the matter to the South African Office of the Ombud for Financial Services Providers. Please note that this only applies to investment complaints and specifically for South African residents only. Your complaint must be referred to the Ombud within six months of the complaint being raised. Further details can be found on the FAIS Ombud website www.faisombud.co.za.

Standard Chartered’s Banking Services are easily accessible from anywhere you travel throughout the world, except in certain countries that are subject to international economic sanctions. Standard Chartered is committed to compliance with those sanctions. As such, we do not allow our products and services to be used directly or indirectly in Cuba, Iran, North Korea, Syria, Crimea and Sevastopol.

Please note that we have blocked usage of the following products & services in these countries:

1. Online & Mobile Digital Banking Services
2. Access to Contact Centres
3. ATM & Credit Card transactions

Access to Standard Chartered’s products & services will continue to be blocked for as long as you are in Cuba, Iran, North Korea, Syria, Crimea and Sevastopol. You can resume your use of these services when you are outside these countries.