General Services
How long does it take for funds sent via telegraphic transfer to be credited in my account? - It takes 48hours for the clearing process.
Is there any commission charged when I order for my statements? - Yes, there is a commission levied for each duplicated page is Kshs. 250 and interim page is Kshs. 100. This is because normally, you receive your statements free of charge either quarterly or monthly when they are sent through your post office box. If you find that the statements have not been send to you through the post, it would be prudent to visit any branch to check that the post office number that we have on record is correct. It is also advisable that when you do change your address details you amend the details at any of our branches countrywide. You can also register for e-statements which will be easier and convenient for you.
What should I do to set up a standing order from my account? - You are required to fill in the request form at any of our branches and this will be effected within 4 working days.
What do I need to do stop or amend standing order? - You are required to give written and signed instructions at any of the branches within two working days prior to the date that the standing order goes through.
What is the difference between direct debit and standing order instructions? -A direct debit is an instruction that the customer gives to a company, for instance insurance company, the authority to directly deduct the charges from the customer’s account for the services rendered. In such a case, the bank is not involved and thus cannot amend or stop such instructions. On the other hand, a standing order is instructions that the customer has given to the bank directly to pay a certain beneficiary on a specific date and specific amount. In this case, the customer has to fill in a standing order form at any of our branches and can amend or stop the instructions from any of our branches.
If I am interested in applying for a loan or opening an account with your bank do I have to go to the branch? - No, you don’t have to go to the branch you can call the call centre and have them send our direct sales team.
If I am out of the country and I would wish to do a transfer from my account, is this possible? - Yes, this is possible if you have filled a fax/ telephone indemnity form at the branch. This is form that gives the authority to your customer service manager or branch manager to do such transactions on your behalf once you give the instructions on phone or by fax. Alternatively, before you leave the country/ area, you can appoint a person to do such transactions on your behalf. This can be done by making this proxy an authorised signatory to your account.
My signature has since changed over the years. How do I change it? - You will visit one of our branches at the enquiries desk and fill in a form to amend the signature that we have on record. This will enable us to serve you better.
Do you open the branches on all the Saturdays? - Yes, we open all our branches on Saturdays.
Why was I charged 950/= in my account? - Every time an account is overdrawn, this standard fee is recovered from the account, except you have an overdraft facility.
why would you charge 3000/= if a standing order of 500/= bounces? - This is a standard fee that is charged for the inconvenience caused on having no money in the account on the payment maturity date.
Why can’t you make the withdrawals of the safari savings account more frequent? - This is because this is account is to help our customer save and this is one of the features that define the account.
If I stop my card, can I re-activate it? - No, but you can apply for another card.
Why doesn’t the safari savings account have debit cards? - Debit cards do not encourage savings but motivate spending.
What do you need to telegraphically transfer money abroad? - the swift code of the bank and the recipient's account details
What is the bank swift code for telegraphic transfers? - The swift code is SCBLKENXXXX. Can I do a transaction from any of the branches or I have to go to my branch. You can actually do all transactions from branches that are not your domicile branch.
What is the commission charged for withdrawal over the counter? - This depends on the type of account you have . Please call our call centre on (020) 329 3900 to find out which type of account you have.
What is the difference between available (cleared) balance and book balance? - The book balance is the sum total of the customer balance including uncleared cheques and blocked funds while as the cleared balance is the amount that is available to the customer at that particular time.
How long does it take for a cheque drawn on standard chartered to clear? - It takes two working days for instance if you deposit the cheque on Monday, the value date will be on Wednesday same week. Saturday and Sunday are not considered as working days.
How long does it take for a cheque drawn on another bank to clear? - It takes four clear working days, for instance if you deposit the cheque on Monday the funds will be available to you on Friday. Saturday and Sunday are not considered as working days.
If I write to somebody a cheque can they be paid over the counter? - Unfortunately, the bank does not honour third party cheques since the cheque is crossed. This can only be done if you open the cheque.
