How to resolve complaints
Standard Bank is committed to delivering the highest levels of personalised service. If you're not fully satisfied, we want to hear from you. Explore our FAQs that explain how you can let us know, or escalate your query.
Frequently Asked Question
How can I make a complaint to Standard Bank?
You can provide feedback or make a complaint through the following channels:
- In writing: Address your complaint to your usual Relationship Manager or your personal banking team.
- By telephone: Use your usual number for contacting the bank or call the switchboard at:
- Isle of Man +44 (0)1624 643 643
- Jersey +44 (0)1534 881188
- Mauritius +230 402 6000
- By email: Send your complaint to:
- Isle of Man: Standard Bank [email protected]
- Jersey: Standard Bank Offshore Trust Company [email protected]
- Mauritius: Standard Bank Offshore Trust Company [email protected]
What happens after I make a complaint?
Your complaint will be acknowledged in writing within five working days of receipt. This acknowledgement will include a full response where possible. If the investigation into your complaint is not completed within this timeframe, the acknowledgement will specify a date by which a full response will be provided.
How long does it take to resolve a complaint?
The time it takes to resolve a complaint can vary. Standard Bank will confirm in writing when your complaint is considered closed. If your complaint remains unresolved in Jersey after 3 months or in the Isle of Man after 8 weeks, you may seek assistance from the ombudsman for banking related complaints or relevant regulatory bodies.
What if I am not satisfied with the resolution of my complaint?
If you are not satisfied with how your complaint was handled or if it remains unresolved, you can refer to the following based on your account's location:
- Jersey: Contact the Channel Islands Financial Ombudsman for banking related complaints or the Jersey Financial Services Commission.
- Isle of Man: Refer to the Financial Services Ombudsman Scheme or the Isle of Man Financial Services Authority.
- Mauritius: Refer to the Financial Services Commission Mauritius.
How do I contact the ombudsman or regulatory bodies?
Jersey:
- Channel Islands Financial Ombudsman: +44 (0)1534 748610, [email protected]
- Jersey Financial Services Commission: +44 (0)1534 822000, [email protected]
Isle of Man:
- Financial Services Ombudsman Scheme: +44(0) 1624 686500, [email protected]
- Isle of Man Financial Services Authority: +44(0) 1624 646000, [email protected]
Mauritius:
- Financial Services Commission: (+230) 403 7000, [email protected]
Is there a deadline for referring my complaint to the ombudsman?
Yes, there are specific deadlines:
- Jersey: Within 6 months of the final response letter and within 6 years of the event or 2 years from when you could reasonably have been aware of the issue.
- Isle of Man: Within 6 years of the act or omission leading to the complaint and within 2 years from when it should have come to your notice.
Why is it important to provide feedback or make a complaint?
Your feedback is crucial as it helps Standard Bank address issues promptly and, where appropriate, take steps to improve their services. Your custom is important, and your input enables continuous service enhancement.
