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Our Service Promise
Our Service Promise is to put customers first and to provide services that are fast, friendly, and accurate tailored to meet your financial aspirations.
We value our relationship with you and would love to hear about your experience with us. If we have disappointed you, we would like to have the opportunity to put things right.
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How to Raise a Complaint
Every complaint provides us an opportunity to delight you. You may raise a complaint through any of the channels below.
- In person: Visit your nearest branch and our dedicated staff will receive and address your complaint.
- Telephone: Call our 24-hour Client Centre where our team of agents are standing by to assist you; +254 20 3293900, +254 703 093 900, +254 732 143 900
- Video/Chat: Click on the blue button below for video or audio call, or to chat with our team of agents.
- Email: Send us your complaint on Complaints.Ke@sc.com.
Upon receipt of your complaint, you will receive an acknowledgement via SMS/Email, and we will come back to you within 48 hours with a resolution. Due to the nature of some complaints, resolution may take longer than expected. Should we not be able to resolve your issue in 48 hours, we will inform you and communicate the expected closure date.
When we have resolved your complaint, we will call or write to you to confirm your acceptance of the resolution. You will also receive an SMS/Email confirmation once your issue has been closed.
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How to raise a complaint for Corporate & Investment Banking Clients
Every complaint provides us an opportunity to delight you. You may raise a complaint through any of the following channels below
Telephone: Call us on +254 20 329 3949 or Mobile: + 254 703 09 3949.
Email: Send us your complaint via Email : Premierservice.Ke@sc.com
In person: Visit any of our nearest branches or visit
Address: Standard Chartered CHIROMO, 48 Westlands Road, Nairobi, Kenya
Website: https://www.sc.com/ke/
Please include your name, contact and details of the complaint. Upon receipt you will receive an acknowledgement via email within 48 hours and we will aim to resolve your case within 7 working days.
Due to the nature of some complaints, resolution may take longer than expected. Should we not be able to resolve your issue within 7 working days, we will inform you and communicate the expected closure date.
For complaints not resolved within 7 working days, written updates will be forwarded to you on the progress in resolving the complaint once in every 7 working days.
When we have resolved your complaint, we will call or write to you to confirm your acceptance of the resolution.
You will also receive an Email confirmation once your issue has been closed.
Standard Chartered Bank Kenya Limited is regulated by Central Bank of Kenya
