We value feedback on any aspect of our bank's service or products.
Step-by-step Complaints Procedure
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.
How and where to complain:
You can leave your contact details in the form below and we will get in touch with you.
Get in touch
Address your letter to 'Head of Client Services' and send to:
Standard Chartered Bank, Jersey Branch ("SCBJ"),
PO Box 80,
15 Castle Street,
Jersey JE4 8PT,
How long will it take?
Upon receipt of your complaint we will issue you with an acknowledgement within two working days. If we cannot resolve the matter straight away we aim to provide you with a detailed response within 10 working days of receipt. If your complaint remains unresolved after 10 working days 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:
Alternatively, you can contact them at the following address:
Channel Islands Financial Ombudsman
PO Box 114
Telephone +44 (0)1534 748610
Jersey Financial Services Commission
PO Box 267
14-18 Castle Street
Telephone: +44 (0)1534 822000
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
Jersey Depositors Compensation Scheme
Standard Chartered Bank, Jersey Branch ("SCBJ") is a participant in the Jersey Banking Depositor Compensation Scheme. The Scheme offers protection for eligible deposits of up to £50,000. The maximum total amount of compensation is capped at £100,000,000 in any 5 year period. Full details of the Scheme and banking groups covered are available on the States of Jersey website or on request.
Please note Jersey is not part of the United Kingdom and when you conduct business with SCBJ and other Standard Chartered Group offices outside the United Kingdom you will not be eligible for (a) all or most of the protections provided under the United Kingdom's Financial Services and Markets Act 2000 ('FSMA') or (b) compensation under the United Kingdom's Financial Services Compensation Scheme.
Jersey Important Legal Notice
Standard Chartered Bank, Jersey Branch ("SCBJ") is regulated by the Jersey Financial Services Commission. Copies of the latest audited accounts are available from the registered office and principal place of business: PO Box 80, 15 Castle Street, St Helier, Jersey JE4 8PT. SCBJ is a wholly owned subsidiary of Standard Chartered Bank ('SCB').
Standard Chartered Bank is incorporated in England with limited liability by Royal Charter 1853 Reference Number ZC18. The Principal Office of the Company is situated in England at 1 Basinghall Avenue, London, EC2V 5DD. Standard Chartered Bank is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority.
The Jersey Branch of Standard Chartered Bank is also an authorised financial services provider under license number 44946 issued by the Financial Services Board of the Republic of South Africa.