Standard Chartered (StanChart) Customer Care India: A Practical, In‑Depth Guide

Who StanChart serves in India and why customer care matters

Standard Chartered has operated in India since 1858 and is the country’s oldest foreign bank. Today, it serves retail, NRI, SME, and corporate clients through 100+ branches across 40+ cities, regulated by the Reserve Bank of India (RBI). Because the bank spans cards, accounts, wealth, and trade services, getting to the right support channel quickly saves time and prevents avoidable delays.

Customer care in India is delivered via phone banking, secure online and in‑app messaging, and assisted branch support. Digital self‑service handles most routine needs (card controls, statements, fund transfers), while phone and branch channels handle identity‑sensitive or exception cases (disputes, complex service requests, escalations). Always start with the official help hub at https://www.sc.com/in/help/ for the latest options and any service advisories.

Contact channels at a glance

For most everyday requests, use digital channels first: online banking, the SC Mobile app, and the on‑app chat/secure message feature. These are available 24×7 and let you authenticate safely, track requests, and avoid wait times. Card controls (block, set limits, enable/disable international usage), statement downloads, and address/email updates are typically completed instantly or within a business day after verification.

Phone banking remains essential for urgent situations (lost/stolen cards, suspected fraud) and for guided help. The IVR is available round‑the‑clock; live agent hours may vary by queue and day but card blocking and fraud hotlines are treated as 24×7. In‑branch assistance is recommended for KYC refresh, high‑value instrument requests, and cases requiring physical documentation; check the branch locator for hours before visiting.

Phone banking—numbers that actually work

Standard Chartered India operates city‑access phone banking on two core lines. Dial with your local city STD code first. These reach the IVR (24×7) with options for card hotlisting, account info, and agent support.

• Mumbai: 022 6601 4444 or 022 3940 4444
• Delhi NCR: 011 6601 4444 or 011 3940 4444
• Bengaluru: 080 6601 4444 or 080 3940 4444
• Chennai: 044 6601 4444 or 044 3940 4444
• Kolkata: 033 6601 4444 or 033 3940 4444
• Hyderabad: 040 6601 4444 or 040 3940 4444

If you are overseas, dial +91 followed by the city code and number (e.g., +91 22 6601 4444 for Mumbai). Standard carrier charges apply. For the latest list of cities and alternative lines, check https://www.sc.com/in/help/ before calling. Card blocking is also available from the IVR without speaking to an agent—use this immediately if your card is lost, stolen, skimmed, or compromised.

Digital help: online banking, mobile app, and chat

Online banking: https://ibank.standardchartered.co.in (or navigate from https://www.sc.com/in/ways-to-bank/online-banking/). After login, you can download e‑statements, raise service requests (charge disputes, cheque book, address/email updates), and send a secure message. Secure messaging is the recommended way to share case details because it’s encrypted and tied to your authenticated profile.

SC Mobile app (Android/iOS): allows instant card controls (block/unblock, set limits, enable e‑commerce/international usage), UPI and NEFT/RTGS transfers, and in‑app chat. Push notifications provide real‑time transaction alerts—turn these on to detect fraud early. Keep the app updated; new builds often add self‑service options that remove the need to queue on calls.

Help hub and FAQs: https://www.sc.com/in/help/ consolidates numbers, forms, and detailed FAQs. For complaints and escalations, go directly to the grievance page: https://www.sc.com/in/help/complaints/.

What to keep handy before you call or chat

• Customer ID or last 4 digits of your account/card, and your registered mobile number (for OTP). For dispute calls, note the exact transaction amount, date/time, merchant name, and channel (POS/e‑com/ATM).
• Identity proof details (PAN/Aadhaar or passport for NRIs) for verification. For address updates, keep scanned copies of accepted proof (e.g., Aadhaar, utility bill ≤ 3 months, bank statement, lease agreement).
• For loan or EMI queries: your loan account number, sanction letter date, and the last EMI debit amount; for foreclosure/part‑prepayment, have your preferred date and payment mode ready.

Never share full card numbers, CVV, OTPs, or net‑banking passwords over calls, email, or social media. Bank staff will not ask for OTPs or full card details. Use only the official channels listed above and verify any inbound call by calling back on the published numbers.

Typical requests and realistic timelines

Card hotlisting and reissue: blocking is immediate via IVR/app. Replacement card dispatch generally occurs within 1–2 business days, with delivery in 3–5 business days in metros and 5–7 in non‑metros (courier timelines vary by PIN code). Virtual card details in the app may be available sooner for select products—check your app wallet/cards section.

Disputes and chargebacks: file within 3–7 days of noticing the issue for best outcomes. Card network rules typically allow up to 120 days from the transaction date for most dispute categories, but earlier is better. Provisional credit is case‑dependent; final resolution can take 45–90 days depending on merchant/acquirer response cycles. ATM cash‑not‑dispensed claims within India usually resolve within 7–10 working days; international ATM disputes can take longer.

Complaints, grievance redressal, and RBI escalation

Level 1: Raise your complaint via secure message in online banking/app or by calling the phone banking numbers listed above. You will receive a reference number. Keep screenshots or email acknowledgments. Many service issues are resolved within a few working days when complete information is provided upfront.

Level 2: If unresolved or the response is unsatisfactory, escalate through the bank’s grievance portal: https://www.sc.com/in/help/complaints/. This page lists segment‑specific contacts (including senior/nodal officers) and provides a webform for tracked submissions. Quote your original reference number and attach supporting documents.

Level 3 (Regulator): Under RBI’s Integrated Ombudsman Scheme, 2021, you may approach the RBI Ombudsman via the CMS portal at https://cms.rbi.org.in if the bank has not resolved your complaint within 30 days or you are dissatisfied with the resolution. Submit your complaint with all correspondence and evidence. The Ombudsman generally requires that you attempt resolution with the bank first and will close duplicate or unsubstantiated cases.

Branch and ATM support

Use the locator to find the nearest branch/ATM and to check working hours and services offered: https://www.sc.com/in/atm-branch-locator/. For KYC refresh, in‑person updates, large drafts, or documentation requiring wet signatures, booking an appointment through the branch locator or calling ahead helps avoid wait times.

Carry original and photocopies of ID/address proof for KYC or account services. For third‑party submissions (e.g., corporate salary account letters), confirm accepted document formats on the help hub beforehand. Many branches can scan and return originals immediately when documents meet RBI KYC guidelines.

Security essentials when seeking support

Only use numbers and links from the official site (https://www.sc.com/in/). Type URLs directly—do not click links in unsolicited emails/SMS/DMs. The bank will never ask for OTPs, full passwords, or remote access to your device. If you suspect a phishing attempt or have disclosed sensitive data, block affected cards immediately via IVR/app and notify support.

Enable transaction alerts (SMS/push) on all accounts and cards, set sensible card limits, and disable channels you do not use (e.g., international/e‑commerce) until needed. Reviewing statements monthly and acting within days of spotting anomalies materially improves dispute outcomes.

For social media, follow verified handles only (e.g., @StanChartIN for updates). Do not share personal or account details in public posts; move to DM only for non‑sensitive queries and complete all verification through official banking channels.