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. Alternatively you can raise your complaint with our Complaints Resolution Centre (The Centre), by contacting them on:

1. Call them on  0860 101 101, or
2. Send an email to:  [email protected]
3. Complete our complaints form

You will be provided with:

• A reference number within 24 hours after you’ve lodged the complaint.
• The details of a case manager who will manage your complaint, and who will revert to you within 24 hours.
• The expected timeline to resolution.
• Regular updates on the progress of your complaint until resolution and should more time be needed to investigate the case manager will inform you.
• The outcome and this will be communicated to you in your preferred method of communication.

Step 2
If you feel that your complaint has not been resolved to your satisfaction, after receiving the outcome, you may refer this to our Specialised Complaint Escalation Centre, by emailing them on [email protected]

You will provide:
The reference/case number and details regarding your complaint to the Specialised Complaints Escalation Centre

The Centre will :
Inform you should more time be required for investigation and final outcomes will be communicated to you in your preferred method of communication


Step 3
If you still remain unhappy with the resolution of your complaint, 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.