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We’re here to listen and resolve

Our dedicated Complaints Resolution Unit is here to listen and resolve

Our commitment to you

Talk to us, our Complaints Resolution Unit is always ready to listen.

With your feedback, we can improve

We value your feedback, if we have not met your service expectations, we will work to resolve the situation amicably. Not only that, we will challenge ourselves to improve our services to be able to provide you with an excellent client experience.

You have our full attention

We give your complaint our full attention, because your satisfaction is all-important.

Always in touch

Communication is key, so we make sure you’re kept informed throughout the process.

Let’s fix it, right away

We know you would like a resolution as soon as possible, so we strive to respond back to you with an outcome as soon as we can.

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How your complaint will be handled
Although we strive to provide you with excellent customer service, there may sometimes be instances where we fall short. In situations like these, we follow the procedure detailed below:

Log
We will log your complaint on our system.

Advise
We will provide you with a reference number relating to your concern. This will ensure that we can communicate efficiently and effectively with you.

Investigate
We will work closely with all relevant departments to ensure that a thorough investigation and resolution takes place.

Communicate
We will contact you by telephone or email to keep you updated on the progress of your complaint.

Provide resolution
As soon as we have gathered all relevant information relating to your complaint, we will contact you with a resolution – so we can make matters right.

 
       

Reach out to us

Although we strive to provide you with excellent customer service, sometimes we may not get things right. We are available to set things right in situations like these.

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Contact us

There are many ways to reach us. Choose the one that’s most convenient and relevant for you.
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Locate Us

Would you rather meet us in person at a branch of your convenience? We make it easy for you to find us.

  • Contact our 24-hour Call Centre on +971 600 5222 88
  • Visit our website and address your complaint to us via the ‘Contact Us’ tab which you will find under the ‘Help & Services’ section
  • Email us directly at complaint.resolution@sc.com.
  • Visit any of our branches and speak to a member of our Customer Service team
  • If you contact us by post, kindly address your letter to our Complaint Resolution Unit, using the following address: Complaint Resolution Unit, Standard Chartered Tower, P.O. Box 999, Dubai, UAE

Depending on the complexity of the concerns we will follow the internal turnaround time to resolve your complaint (based on the bank’s internal policies and guidelines). If we are unable to resolve the matter within the turnaround time, we will contact you to advise:

  • Who is dealing with your case
  • Why we have not yet resolved your concern
  • When we will contact you again

We will always keep you informed of progress and deadlines, in order to work towards a satisfactory conclusion.

If you have already logged a complaint with us via one of the channels mentioned above, and you are still not satisfied with the resolution, you can escalate the matter to our Head of Client Experience at HeadUAE.ClientExperience@sc.com or to our CEO at CEO.UAE@sc.com

Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience and knowledge.

If you’re not satisfied by our resolution, you have the option to refer your complaint to the UAE Ombudsman Unit, Sanadak, who independently reviews any eligible complaint which we are unable to resolve to your satisfaction. This is a free service.

You can visit their website at: https://sanadak.gov.ae

Or by calling:

800-SANADAK (800 72 623 25)

Or by visiting them at their location:

  • SANADAK Unit
  • Emirates Institute of Finance Build ng, Ground Floor
  • Sultan Bin Zayed the First Street
  • Abu Dhabi
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