Feedback and Complaint

We are committed to providing you with the highest level of service. However, we recognize that we cannot get it right every time. This is where we want to hear from you on how we could serve you better.

Now, you can share with us your feedbacks on any service issues you have experienced. You can raise a complaint to us using the various channels below:

  • Speak directly to the bank staff serving you or to branch managers in any of the branch
  • Call our 24 hours Contact Centre at 1300 888 888 or 603 77118888 for our Complaints Unit
  • Visit our website www.standardchartered.com.my and click on the 'Contact Us' button
  • Email to Malaysia.Feedback@sc.com

You need to provide us the details of your specific complaint and the necessary supporting documents whenever required, to help expedite matters.

We assure you of the following;

  • All staff who deal with customers are familiar with the complaint procedures and will ensure that your concerns are looked into.
  • Your feedback or complaint will be acknowledged within 2 business days of receipt of it.
  • We will proceed to investigate and respond within 5 working days of receipt of your feedback or complaint.
  • For complex or exceptional cases, it may be extended to 14 days or more and we will notify you accordingly. Progress update on status of your case will be given until resolution.

In the event that your complaint is not resolved to your satisfaction, you can forward your appeal to the following for further review:

Complete the Feedback and Complaints form or write to us.

Head, Service Quality Retail Banking
Service Quality Department
P.O. Box 13568,
50718 Kuala Lumpur

Or

Email to: Malaysia.Feedback@sc.com marked for attention , Head, Service Quality, Retail Banking, Service Quality Department,

A dedicated team of senior officers/Managers is tasked to look into your concerns and will review your case.
You will be updated on the progress until resolution.

In the event that you are still dissatisfied with the final response from the Bank, you may seek review with the following:

For complaints relating to any banking products and/or services, please contact:-

  1. Bank Negara Malaysia (BNM)
    BNM has set up 2 channels for inquiries or redress.
    Visit BNMLINK 9.00am - 5.00pm at:
    Ground Floor, D Block
    Jalan Dato Onn
    50480 Kuala Lumpur

    Write to Contact Centre (BNMTELELINK) at
    Corporate Comunications Department
    Bank Negara Malaysia
    P.O. Box 10922
    Tel: 1-300-88-5465
    Fax: 603-21741515
    Email: bnmtelelink@bnm.gov.my
    To download Complaint Form,
    Website:www.bankinginfor.com.my

  2. Financial Mediation Bureau (FMB)
    FMB is an independent body set up to help settle disputes between customers and their financial institutions (FI). You have six months to forward your complaint to FMB from the date of our final reply.

    FMB contact details:
    The Financial Mediation Bureau
    Level 25, Dataran Kewangan Darul Takaful
    No. 4 Jalan Sultan Sulaiman
    50000 Kuala Lumpur
    Telephone: 603 22722811
    Fax: 603 22745752
    Website: www.fmb.org.my

 

For complaints relating to unit trust investments, please contact Federation of Investment Managers Malaysia (FIMM)

FIMM is a Self Regulator Organisation who plays a key role in the development of unit trust industry and preserving market integrity whilst striving to protect the interests and rights of the investors.

Fill-in complaint form online in FIMM's website www.fimm.com.my

Alternatively, complainants may write in their complaints to :

Complaints Bureau
Legal, Secretarial & Regulatory Affairs
Federation of Investment Managers Malaysia
19-07-3, 7th Floor PNB Damansara,
No. 19, Lorong Dungun Damansara Heights
50490 Kuala Lumpur
Tel: 603 2092 3800
Fax: 603 2093 2700
E-mail: legalcomp@fimm.com.my



For complaints relating to restructuring of loans, please contact Agensi Kaunseling Dan Pengurusan Kredit (AKPK)

Visit AKPK (Headquarters)
Level 8 Maju Junction Mall
1001 Jalan Sultan Ismail
50250 Kuala Lumpur
Tel: 603 26167766
Fax 603 26167601

Write/email to AKPK
Website: www.akpk.org.my
Call AKPK Contact Center
1 800 88 2575


For complaints involving restructuring / rescheduling of loans for (SMEs) small and medium scale enterprise, please contact Small Debt Resolution Scheme (SDRS).

For enquiries, assistance on SME related matters,
INFOLINE: 1-300-88-1801
General Line: 603 62076000
Fax: 603 6201 6564
Website: info@smidec.gov.my

Write to Small & Medium Industries Devpt Corp (SMIDEC)
Aras 20, West Wing
Menara MATRADE
Jalan Khidmat Usaha
Off Jalan Duta
50480 Kuala Lumpur

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Speaking Up

Standard Chartered Bank (the “Bank”) is committed to maintaining a culture of the highest ethics and integrity, and in compliance with all applicable law, regulation and internal policy. As part of this commitment, the Bank has a ‘Speaking Up’ programme through which genuine concerns in this regard can be raised. Members of the public can securely raise Speaking Up concerns through this hyperlink, which is hosted on behalf of the Bank by a third party ‘InTouch’. Examples of concerns that can be raised through this website are concerns that relate to accounting, internal accounting controls or auditing matters and concerns relating to bribery or banking and financial crime. Concerns received will be forwarded to the Bank’s investigations team for review. Complaints relating to SCB banking services should not be raised through this site in the first instance, but through the SCB branch network, contact centres, Relationship Managers or the ‘Contact Us’ webpage.

Disclaimer

Please note that this hyperlink will bring to you to another website on the Internet, which is operated by InTouch, an independent company appointed by the Bank to support its Speaking Up programme. Please be mindful that when you click on the link and open a new window in your browser, you will be subject to the additional terms of use of the website that you are going to visit.

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