StanChart Customer Care: An Expert, Country‑by‑Country Guide

Standard Chartered (often called StanChart) operates in 52 markets and serves clients in more than 120 countries. Because products, regulations, and hotlines vary by country, the fastest route to help is via your local market’s contact page. This guide explains how to reach customer care securely, what to prepare before you call, realistic timelines for common requests, and how to escalate a complaint if needed.

Corporate head office (for reference, not retail servicing): Standard Chartered PLC, 1 Basinghall Avenue, London EC2V 5DD, United Kingdom. Official website: https://www.sc.com. Always use the official site to locate phone numbers and secure service options for your country.

How to reach StanChart customer care

The bank supports multiple service channels: phone banking (with dedicated lines for card emergencies that operate 24/7), secure in‑app or online banking messages, and branch or priority relationship teams (where applicable). For account‑specific help, expect the agent to authenticate you before discussing details. Email is typically not used for sensitive servicing; use secure messaging in online or mobile banking instead.

Because StanChart’s retail presence and hotlines differ by market, use the official country pages below. Numbers may change due to regulatory updates, so avoid relying on third‑party directories or old PDFs. If you receive unsolicited calls, hang up and redial using a number from your country’s official page.

• Global contact gateway: https://www.sc.com/en/contact-us
• Singapore: https://www.sc.com/sg/contact-us
• Hong Kong: https://www.sc.com/hk/contact-us
• United Arab Emirates: https://www.sc.com/ae/contact-us
• India: https://www.sc.com/in/contact-us
• Kenya: https://www.sc.com/ke/contact-us
• Ghana: https://www.sc.com/gh/contact-us
• Pakistan: https://www.sc.com/pk/contact-us
• Bangladesh: https://www.sc.com/bd/contact-us
• Malaysia: https://www.sc.com/my/contact-us
• China (Mainland): https://www.sc.com/cn/contact-us
• Taiwan: https://www.sc.com/tw/contact-us

Verification and security when you call

Expect knowledge‑based authentication (KBA) such as your full name as registered, date of birth, partial ID/passport number, last 4 digits of a card or account, and recent transaction details. For digital channels, the bank typically requires two‑factor authentication (e.g., OTP by SMS or app push).

Never disclose full passwords, full OTPs, or your complete card PIN to anyone—including bank staff. StanChart agents do not ask for full online banking passwords or OTPs for card‑not‑present verification. If a caller pressures you, end the call and dial your market’s official number from the links above. For international travel, set up call‑back verification in the app where available and keep your contact details up to date to avoid failed OTP delivery.

Common requests and realistic timelines

Lost or stolen card: Use the mobile app’s “lock card” or “report lost/stolen” feature immediately, or call the 24/7 card emergency line for your country. Digital locks are instantaneous; permanent replacement typically takes 3–5 business days domestically and 7–10 business days for overseas delivery, depending on postal and verification requirements.

Disputed transactions and chargebacks: File a dispute as soon as you notice an unauthorized charge. Provide the date, amount, merchant name, and any supporting evidence (receipts, cancellation emails). Visa and Mastercard dispute windows and investigation timelines commonly range from 45 to 120 days end‑to‑end, depending on scheme rules and merchant responses. Provisional credits may appear sooner in straightforward fraud cases but are subject to reversal if the merchant prevails.

Fees, limits, and cut‑off times

Service fees (card replacement, telegraphic transfers, statement reprints) are set per country and product. Always check your market’s “Service Charges” or “Tariff” document from its contact or fees page on https://www.sc.com. Card replacement is often complimentary for fraud and chargebacks, while replacement due to damage may incur a fee as per your tariff.

Payment cut‑offs matter. Domestic real‑time networks (e.g., FAST in Singapore or FPS in Hong Kong) post instantly or within minutes, subject to compliance reviews. International SWIFT payments typically have weekday cut‑offs around mid‑afternoon local time; value dates are often T+1 to T+3 business days depending on currency and intermediary banks. Large first‑time transfers may trigger additional verification, extending processing by 1–2 days.

Escalation and complaints

If your issue is not resolved, request a case ID and the formal response time. First‑line resolutions usually target 1–3 business days for straightforward requests; complex investigations (fraud, chargeback, cross‑border wire traces) may require 10–15 business days or more. Keep a written log with dates, agent names, and promised next steps.

If you remain unsatisfied, use your country’s formal complaints process on the contact page. External escalation options vary by market, for example: Singapore’s Financial Industry Disputes Resolution Centre (FIDReC, https://www.fidrec.com.sg), Hong Kong Monetary Authority consumer enquiries (https://www.hkma.gov.hk), Reserve Bank of India’s Complaints Management System (https://cms.rbi.org.in), Central Bank of the UAE consumer portal (https://www.centralbank.ae/en/consumer-protection/make-complaint), Banking Mohtasib Pakistan (https://www.bankingmohtasib.gov.pk), Central Bank of Kenya (https://www.centralbank.go.ke), and Bank of Ghana (https://www.bog.gov.gh). Use the internal process first; most regulators require proof of attempted resolution with the bank.

Digital self‑service options that save time

The Standard Chartered Mobile app and Online Banking can handle most day‑to‑day needs: instant card lock/unlock, e‑statements, spend limits, travel notices, beneficiary management, local and international transfers, and rewards redemption (where offered). App store listings are under “Standard Chartered Mobile.” Avoid sideloaded apps; install only from Apple App Store or Google Play via links on https://www.sc.com.

For security‑sensitive actions (e.g., profile updates, new device registration, high‑value transfers), expect step‑up verification with OTP or in‑app approval. If you are abroad, ensure roaming is active for SMS OTP or enroll in app‑based authentication before travel. Many markets also support card PIN changes at proprietary ATMs—check your local contact page for availability.

What to prepare before calling

Arriving prepared shortens your call and reduces repeat contact. Gather the following and keep it at hand; do not email or text sensitive details.

• Identity and account: full legal name, date of birth, partial ID/passport (last 4 digits), last 4 of your card or account, and your registered address or email.
• Transaction evidence: dates, amounts, merchant names, booking references, and screenshots or PDFs for disputes or refund chasers.
• Technical details: device model, OS version, app version, error messages and timestamps for login or payment issues.
• Travel context: countries and dates if you need temporary limit increases or to explain unusual card usage.
• Callback preferences: best phone number and time window; request a case ID and SMS/email confirmation of your ticket.

Known safe links and identifiers

Official website: https://www.sc.com. Use the “Contact Us” page for your specific country to retrieve current hotlines and branch information. Do not rely on numbers from search engine snippets or social media posts.

Common SWIFT/BIC identifiers for reference when receiving funds (confirm with your local branch before use): United Kingdom SCBLGB2L, Singapore SCBLSGSG, Hong Kong SCBLHKHH. Intermediary banks may be required for certain currencies; verify details in your transfer form or with customer care.

Corporate head office address: Standard Chartered PLC, 1 Basinghall Avenue, London EC2V 5DD, United Kingdom. For investor and corporate communications only; retail servicing is via your country’s channels listed above.