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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.

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.

  • 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

We will try to solve your complaint as quickly as possible. However, if we are unable to resolve the matter within two to three working days, we will contact you to advise:

  • What is the progress of your case
  • What further information is required
  • 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

We are confident that our complaint resolution process is both fair and robust. However, if we have been unable to provide you with a full and satisfactory resolution, you have the right to refer your complaint to the UAE Central Bank – Consumer Protection.
Please keep in mind that the UAE Central Bank website states that ‘Before filing a complaint with the Central Bank, every effort should be made in order to settle the matter directly with the concerned bank or financial institution.’