We want to:

• Make it easy for you to raise your complaint
  
• Listen to your complaint
  Consider how you'd like us to remedy your complaint
  
• Make sure you're satisfied with how your complaint was handled.

How and where to complain:

In writing:

Address your letter to your Relationship Manager and send to:

Standard Chartered (Jersey) Limited,
PO Box 80,
15 Castle Street,
St Helier,
Jersey JE4 8PT,
Channel Islands.

By telephone:

Please call your usual contact at the bank on +44 (0)1534 704000.

In person:

If in Jersey visit our office which is situated at:

15 Castle Street,
St Helier,
Jersey,
Channel Islands.

By E-Mail:

Use this Secure Mail button to send an e-mail with full details of your complaint.

How long will it take?

Upon receipt of your complaint we will issue you with an acknowledgement. If we cannot resolve the matter straight away we aim to provide you with a detailed response within 5 working days of receipt. If your complaint remains unresolved after 8 weeks we will provide a reason for the further delay and a date when we are likely to provide a final response.

What if you're not happy with our response?

Our aim is that your complaint should be resolved as quickly as possible by staff who have the right experience, knowledge and authority. If you're not satisfied by our action or explanation your case can be reviewed at a higher level within the Bank.

Standard Chartered (Jersey) Limited is regulated by the Jersey Financial Services Commission. If you are not happy with the way in which we have dealt with your complaint you may wish to refer the matter to the Commission. Please be aware however that the Commission does not have an explicit statutory responsibility for consumer protection, and has not been given the role of an ombudsman. Further details can be found on the Commission's website at Jersey FSC. We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you. Jersey is not part of the United Kingdom and all business transacted with Standard Chartered (Jersey) Limited and other Standard Chartered Group offices outside of the United Kingdom, are not subject to some or any of the investor protection and compensation schemes available under United Kingdom Law. Standard Chartered Bank is incorporated in England with limited liability by Royal Charter 1853, under Reference Number ZC18. The principal office of the Company is situated at 1, Aldermanbury Square, London EC2V 7SB and it is regulated in the UK by the Financial Services Authority.

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