Standard Chartered (SC) Customer Care India: The Complete, Practical Guide

What SC Customer Care Covers in India

Standard Chartered (SC) customer care in India supports retail banking, credit cards, personal loans, wealth products, NRE/NRO services, and digital channels (SC Mobile/Online Banking). Typical requests include balance and statement queries, card hotlisting and replacements, dispute/chargeback filing, EMI conversions, fee clarifications, KYC updates, foreclosures/closures, and grievance redressal.

For business banking, customer care assists with current accounts, trade services, payments, and channel support. Turnaround times (TATs) and documentation requirements differ by product; knowing which channel to use, and when to escalate, can cut resolution time significantly.

Official Contact Channels That Actually Work

Your fastest route depends on the task. Digital channels are best for routine requests and emergency card controls; phone banking is effective for time-sensitive issues; branch visits help for KYC and complex documentation. Always use official endpoints to avoid phishing.

• Website: Start at https://www.sc.com/in (desktop or mobile). Use “Contact Us” and “Help & Support” for forms, chat (when available), and frequently requested services. The site hosts fee schedules, product T&Cs, and branch/ATM information.
• SC Mobile India app: Offers card hotlisting, temporary card lock/unlock, PIN set/reset, statement download, address/email updates, and service requests. Search “SC Mobile India” by Standard Chartered Bank on Google Play and Apple App Store.
• Online Banking: Log in via sc.com/in to raise secure messages, download statements, place stop payments, and track service requests with reference IDs.
• Phone Banking: Use the official numbers listed under “Contact Us” on sc.com/in based on your city/account type. IVR supports hotlisting, balance, and basic requests 24×7; agent support is usually available during extended hours.
• Branch support: For KYC refresh, signature updates, loan foreclosures, demand drafts, and relationship-manager escalations. Typical counter hours are 10:00–16:00 Monday–Friday and working Saturdays (1st, 3rd, 5th), but verify timings on sc.com/in; Indian banks are closed on 2nd and 4th Saturdays (since 2015).
• Social media: Use only verified handles linked from sc.com/in. Never share full account/card numbers, OTPs, or CVV on social platforms.

If you suspect any link or caller is fraudulent, stop immediately and contact official channels from sc.com/in. For scams or unauthorized debits, report to the bank and dial 1930 (Cybercrime Helpline) without delay.

Hours, Turnaround Times, and What to Expect

Emergency services (card hotlisting, digital fraud lock) operate 24×7 via IVR and the mobile app. Most routine service requests on digital channels complete instantly to T+2 working days. Branch requests vary: KYC updates often post same-day to T+2; loan closure letters/NOCs can take 3–7 working days depending on product and location.

Dispute/chargeback timelines are governed by card network rules: domestic transactions typically resolve in up to 90 calendar days; cross-border disputes can take up to 120 days. For UPI failures (debited but not credited), NPCI prescribes automated reversal by T+5 working days; if funds do not auto-reverse, raise a complaint through the bank and track the reference ID.

RBI’s grievance framework expects banks to resolve complaints within 30 days. If you do not receive a satisfactory response within that period, you are eligible to escalate under the Reserve Bank — Integrated Ombudsman Scheme (2021).

Lost Card or Suspected Fraud: Do This First

Act within minutes. Use SC Mobile to lock or permanently block the card, or call the bank’s official IVR to hotlist (numbers are listed on sc.com/in → Contact Us). Change your online banking and UPI PINs if compromised. Note the date, time, and channel used to block, and save the service request/complaint reference.

Report the incident nationally by dialing 1930 (Cybercrime Helpline) and by filing a complaint at https://cybercrime.gov.in. For broad consumer assistance, you can also contact the National Consumer Helpline at 1915 or WhatsApp +91-8800001915. Under RBI’s 2017 circular on customer liability, you typically have zero liability for unauthorized electronic transactions if you report within three working days and meet the specified conditions; delayed reporting may lead to limited liability per bank policy.

Escalation Matrix (When you need a faster resolution)

Most issues resolve at Level 1 (frontline support). For complex cases—billing disputes, mis-posted fees, credit bureau corrections, or cross-border chargebacks—use a structured escalation and document each step. Keep screenshots, reference IDs, and dates.

• Level 1: Register a complaint via SC Mobile/Online Banking or phone banking. Ask for a written acknowledgement with a complaint reference and the promised TAT.
• Level 2 (Grievance/Nodal Desk): If unresolved or past TAT, submit a detailed escalation through the “Grievance Redressal” section on https://www.sc.com/in, attaching prior references and evidence. Request a final written response.
• Level 3 (RBI Ombudsman): After 30 days without satisfactory closure, file at https://cms.rbi.org.in under the Reserve Bank — Integrated Ombudsman Scheme (2021). Provide all correspondence, reference IDs, and proofs. You may also raise data/privacy issues referencing the Digital Personal Data Protection Act, 2023 where applicable.

For credit bureau corrections, simultaneously raise a dispute with the relevant bureau(s) and ask the bank to send updated data. Bureaus typically take 30 days to investigate; track closure letters and your updated report.

Fees, Limits, and Practical Tips

Replacement card fees, statement retrieval, or duplicate document charges vary by product and are updated periodically. Always consult the current “Schedule of Charges” on https://www.sc.com/in before requesting a service. EMI conversions often have a one-time processing fee and interest/markup; ask for the total cost (in rupees), the APR, and foreclosure terms in writing.

For KYC, RBI’s periodicity is risk-based: high-risk customers typically every 2 years, medium-risk every 8 years, and low-risk every 10 years. If your KYC is due, update promptly to avoid service restrictions. For high-value international spends, enable only when needed, set transaction limits in SC Mobile, and disable when not in use to minimize risk.

Accessibility, Data Privacy, and Security

SC customer care provides multilingual IVR and accessibility options on digital channels. If you need assistive features, mention it at the start of your call or in your branch visit; many branches can schedule extended support windows for documentation or form-filling assistance.

Never share OTPs, CVV, complete card numbers, or passwords—even with callers claiming to be from the bank. Use only links that begin with https://www.sc.com. For added security, keep international, contactless, and online transaction controls off by default and enable selectively within the mobile app. Review login and transaction alerts regularly, and report anomalies immediately.

Useful References

Standard Chartered India: https://www.sc.com/in (Contact Us, Help & Support, and Schedule of Charges are accessible from the homepage navigation). SC Mobile India app is available on both major app stores; verify the publisher as “Standard Chartered Bank.”

Regulatory and public helplines: RBI Ombudsman complaints at https://cms.rbi.org.in; Cybercrime reporting at https://cybercrime.gov.in and phone 1930; National Consumer Helpline 1915 and WhatsApp +91-8800001915. These channels complement—do not replace—formal complaints with the bank, which you should initiate first for fastest resolution.