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Standard Bank complaints process

Step 1
If you’re not satisfied with our service, you can raise a complaint at your nearest branch/suite or your Relationship Manager. You will get a reference number and a timeline to resolve your complaint. 

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 it to the Complaints Resolution Centre (the Centre):

a) Call them on 0860 101 101, or
b) Send an email to: [email protected].

Please give the Centre the reference number you received from the branch/suite or your Relationship Manager and all relevant information about your complaint, including correspondence with the branch/suite or your Relationship Manager.

The Centre will:

  • Acknowledge receipt of your complaint and give you a reference number 24 hours after you’ve lodged the complaint by email, fax or the website.
  • Allocate a case manager who will manage your complaint with the relevant business area or product supplier.
  • Keep you updated on the progress of our investigation.
  • Resolve your complaint within eight working days. Your case manager will inform you if the Centre needs more time to investigate the matter.
  • Notify you in writing of the outcome, using your preferred method of communication.

If we don’t resolve your complaint or are not satisfied with the outcome, 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.
 

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

Kasteel Park Office Park,
Orange Building, 2nd Floor,
c/o Nossob & Jochemus Street,
Erasmus Kloof,
Pretoria,
0048

P.O Box 74571
ynnwood Ridge
0040
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]
Website: www.faisombud.co.za

Ombudsman for Short-Term Insurance (product related complaints):

1 Sturdee Avenue, 
1st Floor, Block A,
Rosebank,
Johannesburg, 2196

PO Box 32334 
Braamfontein 
2017 

Tel: +27 11 726-8900 
Fax: +27 11 726-5501 
Sharecall: 0860 726 890 
Email: [email protected]
Website: www.osti.co.za

Ombudsman for Long-Term Insurance (product related complaints):

3rd Floor, Sunclare Building 
21 Dreyer Street 
Claremont 
Cape Town,7700 

Private Bag X45 
Claremont 
Cape Town 
7735 

Tel: +27 21 657 5000/0860 103 236 
Fax: +27 21 674 0951 
Share call: 0860 103 236
Email: [email protected]
Website: www.ombud.co.za

Ombudsman for Banking Services (all banking and banking credit related complaints):

Ground Floor
34 & 36 Fricker Road 
Illovo 
Johannesburg, 2041

PO Box 87056 
Houghton 
2041 

Tel: +27 11 712 1800 
Sharecall: 0860 800 900 
Email: [email protected]
website: www.obssa.co.za

Credit Ombudsman (credit information complaints i.e. credit bureau information and listings):

Fernridge Office Park 
5 Hunter Street 
Ferndale 
Randburg

PO Box 805 
Pinegowrie 
2123

Call centre: 0861 662 837
SMS: “help” to 44786
Fax: 086 674 7414
Email: [email protected].
Website:www.creditombud.org.za

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 
Technopark 
Centurion 

Tel: +27 12 428 7000 
Website: www.thencc.gov.za

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 
Pretoria 
South Africa 
0081 

PO Box 35655 
Menlo Park 
0102 

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] 
Website: www.fsca.co.za

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

127 - 15th Road 
Randjespark 
Midrand 

Tel: +27 11 554 2700 
Call Centre: 0860 627 627 
Email: [email protected] (complaints and queries)
Email: [email protected] (Debt counselling complaints)
Website: www.ncr.org.za