Fair Dealing Guidelines

In April 2009, the Monetary Authority of Singapore issued Fair Dealing Guidelines aimed at promoting fair dealing by financial institutions when conducting business with customers.

The Guidelines are aimed at achieving the following five outcomes:

  • Fair dealing is central to the Bank's corporate culture
  • Products and services are suitable for target customer segments
  • Competent representatives who are able to provide customers with quality advice and appropriate recommendations
  • Customers receive clear, relevant and timely information to make informed financial decisions
  • Customer complaints are managed in an independent, effective and prompt manner

At Standard Chartered, looking after our customers is key in all our business relationships and the highest standards of integrity and care is practised at all levels and at all times. We are committed to ensuring that we monitor and maintain the highest operating standards to safeguard the interests of our customers. We believe that it is important that our customers trust the products and services that we provide and we do this by offering the right products, selling and marketing them responsibly and managing customer feedback promptly and fairly.

We ensure that our staff are trained, certified and possess the relevant knowledge and skills in their conduct of proper fact-find and needs analyses. We also ensure that we provide quality advice to customers aligned to their risk profile and to provide customers with timely information to help them make informed financial decisions.

We have also ensured that customers have easy access to provide feedback so that we can continually improve our products and services. This can be done through the following channels:

  • For Personal Banking, please call our 24-hour hotline at 1800 747 7000. You may also send in your suggestions via our online feedback form, visit any one of our Branches or contact our Relationship Managers
  • For SME Banking, please call 1800 743 3000 (Monday to Friday - 9:00am to 6:00pm)
  • For Corporate & Institutional Banking customers, please call the client service line at (65) 6876 0888 or email straight2bank.sg@sc.com

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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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