You can leave your contact details in the form below and we will get in touch with you.
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 three working days. If we cannot resolve the matter straight away we aim to provide you with a detailed response within 4 weeks of receipt. If your complaint remains unresolved after 4 weeks 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.