South Africa

Standard Bank complaints process

It is your right to have all feedback and grievances heard. Standard Bank is committed to dealing complaints through the correct complaints process

Step 1
You can raise a complaint at your nearest branch/suite with the Branch Manager, Relationship Manager, Area Manager or Provincial Head. You will get a reference number and an expected timeline to resolution

We will give you regular feedback until your complaint is resolved.

Step 2
If you’re not satisfied with the outcome of the complaint, you can escalate your complaint to the Complaints Resolution Centre (the Centre):

a) Call them on  0860 101 101, or
b) Send an email to:  [email protected]
c) Complete our complaints form


Please give the Centre the reference number you received and all relevant information about your complaint

The Centre will:

  • Acknowledge receipt of your complaint and give you a reference number within 24 hours after you’ve lodged the complaint
  • Allocate a case manager who will manage your complaint, and who will revert to you within 24 hours
  • The case manager will provide you with regular updates on the progress of your complaint
  • Your case manager will inform you if the Centre needs more time to investigate the matter.
  • Outcomes will be communicated to you in your preferred method of communication.

If you feel that your complaint has not been resolved to your satisfaction, please ask to speak to the Head of Complaints Management at Standard Bank

If you are still dissatisfied with the outcome of your complaint, you can approach an ombudsman (mentioned below). This service is free.

You can also refer your complaint to the relevant regulator.

Step 3
You need to lodge a formal complaint with the relevant ombudsman or regulator. The ombudsman and regulators usually require complaints to be lodged within four to six months after you’ve received an outcome from us. You must contact the relevant ombudsman or regulator as soon as possible to find out what their requirements and timeframes are to lodge your complaint.

For your convenience, the details of the ombudsmen and regulators are given below.

Information Regulator (personal information related complaints)

Should you feel that Standard Bank has not addressed your concern appropriately, please contact the Information Regulator. 

JD House, 27 Stiemens Street

P.O. Box 31533

Tel: 010 023 5200
Email: [email protected]

Complaints regarding: Alleged interference with the protection of personal information.
Complete the prescribed POPIA complaint form  and send it to [email protected]

Should your PAIA request be denied for an invalid reason or there is no response from Standard Bank for access to records, you may use and complete the prescribed PAIA Complaint form and send it to [email protected]


FAIS Ombud (advice/intermediary services or product related complaints):

Kasteel Park Office Park,
Orange Building, 2nd Floor,
c/o Nossob & Jochemus Street,
Erasmus Kloof,

P.O Box 74571
Lynnwood Ridge
Tel: +27 12 762 5000 /+27 12 470 9080
Fax: +27 86 764 1422 /+27 12 348 3447 /+27 12 470 9097
Email: [email protected]
Enquiries on status of complaints: [email protected]

National Financial Ombud Scheme of SA (NFO)
110 Oxford Road  
Johannesburg, 2196

Tel: 0860 800 900 
WhatsApp : +27 66 473 0157
Email: [email protected]
The National Consumer Commission (body in place under the Consumer Protection Act for other consumer-type complaints):
The National Consumer Commission 
Berkely Office Park 
8 Bauhinia Road 

Tel: +27 12 428 7000 
Financial Sector Conduct Authority (Regulator for financial services):

Riverwalk Office Park, Block B 
41 Matroosberg Road 
Corner Garsfontein and Matroosberg Road 
Ashlea Gardens, Extension 6 
Menlo Park 
South Africa 

PO Box 35655 
Menlo Park 

Contact centre: 0800 20 3722
Switchboard: +27 12 428 8000 
Fax: +27 12 346 6941 
Email: [email protected]
FSB Fraud and Ethics Hotline: 0800 20 3722 
Email top offs: [email protected] 

The National Credit Regulator (Regulator for credit related matters):

127 - 15th Road 

Tel: +27 11 554 2700 
Call Centre: 0860 627 627 
Email: [email protected] (complaints and queries)
Email: [email protected] (Debt counselling complaints)