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The Standard Bank of SA Ltd

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Complaints Process:

Step 1

If you are not satisfied with our service you can raise a complaint at your nearest branch/suite or with your relationship manager. They will give you a reference number and a timeline to resolve your complaint.

We will give you regular feedback until your complaint is resolved.

Step 2

If you are not satisfied with the outcome of the complaint, you can escalate it to the Complaints Resolution Centre (the Centre):

Call them on 0860 101 101, or

Send an email to complaintresolutionCentre@standardbank.co.za, or

Send a fax to 086 581 8536 or +27 11 636 8860, or

Click here to log the complaint on to our website

Please give the Centre the reference number you got from the branch/suite or your relationship manager and all relevant information about your complaint, including correspondence with the branch/suite or your relationship manager.


The Centre will:

Acknowledge receipt of your complaint and give you a reference number within 24 hours after you have lodged the complaint by email, fax or the website.

Allocate a case manager who will manage your complaint with the relevant business area or product supplier.

Keep you updated on progress of our investigation.

Resolve your complaint within eight working days. Your case manager will let you know if the Centre needs more time to investigate the matter.

Notify you in writing of the outcome, using your preferred method of communication.

If we do not resolve your complaint, or if you are not satisfied with the outcome, you are welcome to make use of the services of the Ombudsmen mentioned below. This service is available at no cost to you to consider any complaint that we have not been able to resolve. You can also refer your complaint to the relevant regulator.

Step 3

You need to lodge a formal complaint with the relevant ombudsman or regulator. The ombudsmen and regulators require complaints to be lodged generally within four to six months after you have received an outcome from us

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