Standard Chartered Bank India Customer Care: A Complete, Practical Guide

Official Channels: How to Reach Standard Chartered India

For the most reliable and secure assistance, start with the bank’s official digital channels. Visit the India website at https://www.sc.com/in and navigate to Help or Contact Us for the latest customer care options, including secure web forms. The SC Mobile app (Android and iOS) and Online Banking both include in-app “Contact us” and “Message/Help” features, which route your query to the right team and keep an audit trail of the conversation.

Phone banking is available 24×7 for critical services such as card hotlisting, PIN unlock, and IVR-based self-service; representatives are typically available during extended business hours for detailed queries. For the most accurate phone numbers, use the one printed on the back of your debit/credit card or refer to the “Contact us” page for city-wise phone lines. When you call, have your Customer ID, last 4 digits of your card/account, and registered mobile number ready for verification.

Postal and In-Branch Support

For formal complaints, service requests requiring documents, or escalation via post, you can write to the bank’s India head office: Standard Chartered Bank, Standard Chartered House, 23–25, Mahatma Gandhi Road, Fort, Mumbai 400001, Maharashtra, India. Always include your full name, registered contact details, a clear description of the issue, relevant dates/amounts, and photocopies (not originals) of supporting documents.

Branch assistance is available during banking hours, typically 10:00–16:00 Monday to Friday, and on the 1st, 3rd, and 5th Saturdays (with the 2nd and 4th Saturdays being bank holidays across India). Use the Branch/ATM Locator on the website to confirm the nearest branch, timings, and any appointment requirements before visiting.

• Website: https://www.sc.com/in (Help and Contact Us sections for the latest numbers, secure forms, and chat options)
• SC Mobile app: Use “Contact us” or “Help” for authenticated, faster routing and to track your Service Request (SR) number
• Branch/ATM Locator: Accessible via the website to check addresses, hours, and services offered
• Card hotlisting: 24×7 via IVR, SC Mobile app, Online Banking, and the number printed on the back of your card
• Regulatory recourse: RBI’s Complaint Management System (CMS) at https://cms.rbi.org.in (file after 30 days if unresolved by the bank)

What Customer Care Handles and Typical Timelines

Customer care supports a wide range of services: savings/current accounts, debit/credit cards, loans and mortgages, wealth management and investments, NRI services, forex and remittances, digital banking (UPI/IMPS/NEFT), and dispute handling. Routine services like balance/interest certificates, statement reprints, and PIN resets are usually completed instantly or within one business day through digital channels.

For complaints and service requests, expect an acknowledgement within the same day to 48 hours (email/web form), and resolution for straightforward cases within 7–10 working days. Complex matters (e.g., card chargebacks, fraud investigations, lien/hold releases, cross-border remittance issues) can take longer; as per RBI guidelines, you may escalate to the RBI Integrated Ombudsman if not resolved within 30 days from the date you raised the complaint with the bank.

Documentation That Speeds Up Resolution

Having the right information ready reduces back-and-forth and shortens turnaround times. For transaction-related issues, note the exact date, time, amount, merchant name/ID, and the last 4 digits of the impacted account or card. For digital banking issues, include screenshots with timestamps (mask sensitive data like full card numbers).

When the issue involves unauthorized transactions, report immediately via phone/app to block the instrument and obtain a reference number. If advised, file a police complaint/FIR or a cyber-crime report at https://cybercrime.gov.in and attach the acknowledgment to your case.

• Service Request (SR) number or complaint reference (you’ll receive this via SMS/email)—quote this in every follow-up
• KYC details: full name, date of birth, registered mobile/email, and communication address
• Evidence: transaction SMS, statement entries, merchant invoices, ATM slips, screenshots (mask full card/account numbers)
• For card disputes: reason code (e.g., not received goods, duplicate debit, ATM cash non-dispensation), date of attempt, and amount
• For address/email/mobile updates: self-attested ID/address proof as per KYC norms (Aadhaar, PAN, Passport, etc.)

Escalation Matrix and Regulatory Recourse

If your issue remains unresolved after the initial interaction (Level 1), escalate via the bank’s Grievance Redressal page on the website. Provide the original SR number and any additional documents requested. If you do not receive a satisfactory resolution, escalate to the Principal Nodal Officer (Level 3) through the same page or postal mail addressed to the Head Office in Mumbai, clearly marked “Attention: Principal Nodal Officer – Grievance Redressal.”

If the bank has not resolved your complaint within 30 days, or you are aggrieved by the resolution, you can approach the Reserve Bank of India’s Integrated Ombudsman via the CMS portal at https://cms.rbi.org.in. Keep your bank SR number, all correspondence, and evidence handy. The Ombudsman process is free of charge; you can track your complaint status online and may be asked for clarifications or additional documents during review.

Security, Fraud Handling, and Your Liability

For lost/stolen cards or unauthorized electronic transactions, time is critical. Block the card/disable channels immediately via SC Mobile, Online Banking, or phone banking, and change your PINs/passwords. As per RBI’s July 6, 2017 framework on customer liability, you generally have zero liability if you report unauthorized transactions within three days of discovery (or if the fault lies with the bank/system). Delays beyond this window can lead to limited liability as per RBI caps and bank policy, so report promptly and obtain a reference number.

For card chargebacks and ATM cash non-dispensation disputes, raise a dispute as soon as the transaction appears in your statement or SMS alert—most banks require intimation within 30 days of the statement date. Investigations typically take 45–90 days depending on the network and merchant category; you may receive provisional credit subject to outcome. Continue monitoring your account, and keep your registered contact details updated so you never miss an alert.

Fees, Limits, and Service Specifics to Know Before You Call

Many services are free over digital channels, but some may have fees—examples include physical statement reprints, cheque book issuance beyond free limits, demand drafts, and card replacement/courier charges. The most current tariff is published on the bank’s India website; search for “Service charges and fees” on https://www.sc.com/in for the official schedule. For remittances, NEFT now runs 24×7 (except planned downtime), IMPS generally supports up to INR 5,00,000 per transaction (subject to your account/app limits), and UPI limits vary by bank/merchant; check and adjust your per-transaction and per-day limits in the app before initiating large transfers.

Travel-related settings—international usage, contactless limits, and e-commerce channel controls—can be enabled/disabled instantly via SC Mobile. Before traveling, update your mobile/email, enable international transactions only for the duration needed, and note down your SR number or case reference if you’ve raised any pending requests. For large-value disputes or claims, retain original invoices, booking confirmations, and cancellation evidence; these are frequently required by the acquiring bank or card network during arbitration.