Standard Chartered Bank India: Customer Care Guide (Expert, 2025)

How to reach Standard Chartered customer care in India

Standard Chartered Bank (SCB) India supports retail, NRI, SME, and corporate clients across approximately 100 branches in 40+ cities. The fastest digital channels are the SC Mobile India app and Online Banking, both of which provide secure in-app/secure-mail messaging and self-service options for card controls, statement downloads, limit changes, and dispute initiation. If you have the app installed and active, use it first for card hotlisting, transaction dispute, and service requests to avoid IVR wait times.

For phone support, use the 24×7 number printed on the back of your debit/credit card or on your statement. These numbers route you through identity verification and the IVR to the right queue (cards, deposits, loans, wealth). If you’re dialing a legacy city number, remember to add your city STD code in front (for example, 011 for Delhi, 022 for Mumbai). For face-to-face assistance, locate your nearest branch or priority center via the branch/ATM locator on the bank’s website and carry a valid photo ID.

• Official website (India): https://www.sc.com/in/ (Products, service requests, secure messaging)
• Branch/ATM locator: https://www.sc.com/in/atms-and-branches/ (check timings; most branches follow Mon–Fri plus 1st/3rd Saturdays; 2nd/4th Saturdays closed since 2015)
• Grievance Redressal (India): https://www.sc.com/in/help/grievance-redressal/ (escalation path, senior management/Nodal Officer)
• Head Office (India): Standard Chartered House, 23–25 Mahatma Gandhi Road, Fort, Mumbai 400001
• Cybercrime helpline for fraud reporting: 1930 and portal https://cybercrime.gov.in (use in addition to informing the bank)

What to prepare before you call or write

Have your customer ID, last four digits of the account/card, date of birth, and your registered mobile number handy. SCB will typically authenticate using a combination of OTP to your registered mobile/email, and knowledge-based responses (e.g., last transaction amount/date). If you are calling from a number that is not registered, keep an identity document ready for additional verification or be prepared to visit a branch.

For transaction disputes or service requests, collect specifics before contacting support: transaction date/time, merchant name/location, amount in INR, channel (UPI, POS, e-com, ATM), and device/app version if digital. For chargebacks, keep any screenshots, merchant emails, and cancellation proofs. For loan or mortgage queries, note your loan account number, sanction date, EMI amount, and last EMI debit date.

• Identity verification: Customer ID, last 4 digits of card/account, DOB, and OTP on registered mobile/email
• Dispute data: date/time, INR amount, merchant/payment channel, reference number (RRN/ARN/UTR), evidence (emails/invoices)

Response times, your rights, and key RBI rules that apply

SCB India follows RBI timelines on failed electronic transactions. For most ATM failures and certain electronic payment reversals, RBI’s September 2019 framework requires credit within defined Turnaround Times (TATs) and compensation of ₹100 per calendar day for delays beyond those TATs. Keep the SMS or app alert of a failed transaction and raise the complaint promptly; this helps the bank meet the TAT and ensures compensation if delays occur.

For unauthorized electronic transactions, RBI’s July 2017 directions provide that customers have zero liability if they report within 3 days of the occurrence/notification. Liability becomes limited if reported between 4–7 days, with caps based on account type; beyond 7 days, liability depends on the bank’s policy and your negligence, if any. Always report immediately via the app or phone and obtain a complaint reference number. NEFT (24×7 since December 2019) and RTGS (24×7 since December 2020) operate round-the-clock; if a transfer is stuck beyond the normal settlement cycle, raise it with the UTR.

Escalation matrix at Standard Chartered India

Level 1: Use primary channels—SC Mobile app/Online Banking secure message, phone banking (number on your card/statement), or your home branch. Describe the issue clearly with dates, amounts, and references; ask for a Service Request (SR) or complaint reference number and note the promised resolution date. Simple service requests are often closed within 1–3 working days; disputes may take longer depending on scheme/network investigation.

Level 2: If unresolved or the response is unsatisfactory, escalate via the Grievance Redressal page: https://www.sc.com/in/help/grievance-redressal/. Provide the prior reference numbers, full chronology, and any new evidence. You can also request a call-back from a senior case manager. Keep copies of all emails and acknowledgements with timestamps.

Level 3/External: If SCB does not resolve your complaint within 30 days of lodging it, or you are dissatisfied with the final response, you may approach the RBI Integrated Ombudsman through the online Complaint Management System (CMS) at https://cms.rbi.org.in. Upload your bank complaint letters/emails and references. The Ombudsman process is free. Continue to cooperate with any additional document requests to avoid delays.

Card blocking, fraud, and urgent scenarios

If your card/phone is lost, or you notice unauthorized activity, immediately hotlist the card and disable channels (international, contactless, e-com, UPI) via the SC Mobile app or by calling the 24×7 number printed on the back of your card. Ask the agent to block the card and request a replacement; note the block confirmation and replacement fee, if any. Follow up with a written dispute within the timelines specified in your statement (many issuers require within 30 days of statement date).

File a cybercrime report at https://cybercrime.gov.in or dial 1930 as soon as possible, especially for UPI/IMPS fraud, to increase the odds of fund tracing/freezing. For large-value incidents, lodge an FIR at the nearest police station and share the FIR number with the bank. Keep device logs, SMS alerts, and screenshots. Do not share OTPs, CVV, PIN, or full card numbers with anyone; bank staff will never ask for these.

Branch hours, fees, and practical tips

Most SCB branches follow RBI’s Saturday schedule (2nd and 4th Saturdays closed; other Saturdays typically open), but hours vary by location. Use the branch locator to confirm timings before you visit. Carry original and photocopies of your ID for KYC or account updates. For NRIs, many service requests can be completed through notarized/attested documents by an Indian Embassy/Consulate—confirm accepted formats with customer care before couriering documents.

For disputes and service fees, ask the agent to cite the current Schedule of Charges and to reference the fee code on your service request. Where a charge is levied in error, request a waiver with justification; approvals generally depend on product tiering (e.g., Priority/Private) and history. Keep a written trail—email confirmations and SR references are valuable if you later need to escalate.

Corporate, SME, and NRI support nuances

Corporate and SME clients primarily use Straight2Bank for payments, collections, and trade. Complex cases (e.g., trade finance discrepancies, host-to-host connectivity, API issues) are best raised through your Relationship Manager (RM) with ticket IDs generated in your corporate service portal. Provide UETR/MT103 copies for cross-border payment traces and cutoff-time details; for trade, include bill numbers, LC references, and discrepancy notices.

For NRIs, start with https://www.sc.com/in/nri/ for product details and service options. If calling from overseas, use the international number printed on your card or statement to avoid local IVR restrictions, or raise a secure message via online banking. Keep your India mobile number active for OTPs; if unavailable, request alternate authentication well in advance of travel to avoid access issues.