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At Standard Chartered, we are committed to make banking a pleasant experience. As such we always welcome your enquiries, feedback and suggestions.

Feedback and Complaints

We value feedback on any aspect of our bank’s service or products.

Contact Us
Standard Chartered Bank, Jersey Branch
PO Box 80, 15 Castle Street, St Helier, Jersey JE4 8PT, Channel Islands
Contact Details
Operating Hours
Tel
Fax
Email
Reception Open 9.00am to 5.00pm (GMT), Monday to Friday +44 (0) 1534 704000 +44 (0) 1534 704600
Priority Enquiries Open 9.00am to 5.00pm (GMT), Monday to Friday +44 (0) 1534 704601 +44 (0) 1534 704754 jersey.internationalbanking@sc.com
Wealth Intermediary Team Open 9.00am to 5.00pm (GMT), Monday to Friday +44 (0) 1534 704000 +44 (0) 1534 704624 Wealth.Intermediaries@sc.com
Lost/Stolen Cards 24-hour service +044 (0)1534 704335
Debit Card Activation 24-hour service +44 (0) 1534 704346
Online Banking Enquiries Open 9.00am to 5.00pm (GMT), Monday to Friday +44 (0) 1534 704747 +44 (0) 1534 704754
Standard Chartered Jersey Concierge  Open 9.00am to 5.00pm (GMT), Monday to Friday  +44 (0) 1534 704400  standardcharteredjersey@visaconcierge.eu

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:

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 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:

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.