In line with the Bank’s Grievance Redressal policy, Customers who wish to provide feedback or send in their complaint may use the following channels available with the Bank:

Level 1:

• Call our Phone Banking Help lines
• “May I Help You” desks are available at all our branches. Customers can also approach our Service Managers at the designated desks.
• Email us at Customer.Care@sc.com or Write to us at the below mentioned address:
             
  Standard Chartered Bank
  Customer Care Unit
  19, Rajaji Salai
  Chennai 600 001

Level 2:

If you are not satisfied with the response received from Customer.Care@sc.com on your request or complaint, you can write to Standard Chartered Bank, 19, Rajaji Salai, Chennai – 600001 or Email us at Head.Service@sc.com 

Level 3:

If you are not satisfied with the response received from Head.Service@sc.com on your request or complaint, you can write to Ms Perveen Rana, Principal Nodal Officer (PNO) at Principal.NodalOfficer@sc.com or call us at 080 – 42896718 / 080 – 28089025. (Monday to Friday – 9:30 AM to 6:30 PM), except on national holidays. You will receive a response within 5 working days.

The complete details of the Bank’s Grievance Redressal policy along with Nodal Officer details can be found in the enclosed link: https://www.sc.bank.in/important-information/grievance-redressal/

In line with RBI recommendation, the Bank has incorporated the role of an Internal Ombudsman, who is an independent authority to review grievances raised by Customers. The Internal Ombudsman will share an independent view and be a part of Bank’s Grievance Redressal mechanism. The decision taken by the Internal Ombudsman will be binding on the Bank.

If you are still not satisfied with the response or have not received a response from the Bank within a month, then you can file a complaint with the Integrated Ombudsman. The complaint may be lodged Online through the portal https://cms.rbi.org.in

The Reserve Bank- Integrated Ombudsman Scheme, 2026

A Scheme for resolving customer grievances in relation to services provided by entities regulated by Reserve Bank of India in an expeditious and cost-effective manner under Section 35A of the Banking Regulation Act, 1949 (10 of 1949), Section 45L of the Reserve Bank of India Act, 1934 (2 of 1934), Section 18 of the Payment and Settlement Systems Act, 2007 (51 of 2007) and Section 11 of the Credit Information Companies (Regulation) Act, 2005 (30 of 2005).

Key Definitions

• “Regulated Entity” means a Bank or a Non-Banking Financial Company, or a Non- bank Prepaid Payment Instruments Issuer or a Credit Information Company as defined in the Scheme, or any other entity as may be specified by the Reserve Bank from time to time, to the extent not excluded under the Scheme;
•  “Complaint” means a representation in writing, alleging a deficiency in service on the part of a Regulated Entity, submitted by its customer or his/her authorised representative, and seeking relief under the provisions of the Scheme;
• “Customer” means a person who uses, or is an applicant for, a service provided by a Regulated Entity;

Salient Features:

• The Scheme aims to provide a cost-effective, expeditious, non-adversarial alternate grievance redress mechanism for the resolution of complaints against Regulated Entities covered under the Scheme.
• It shall come into force with effect from July 1, 2026.
• The Ombudsman/Deputy Ombudsman shall consider the complaints of customers of Regulated Entities relating to deficiency in service.
• The Reserve Bank may appoint one or more of its officers as RBI Ombudsman and RBI Deputy Ombudsman, to carry out the functions entrusted to them under the Scheme.
• The appointment of RBI Ombudsman or the RBI Deputy Ombudsman, as the case may be, shall be made generally for a period of three years at a time.
• While the RBI Ombudsman shall have the power to address and close all complaints, the Deputy Ombudsman shall have the power to close those complaints falling under clause 10 of the Scheme and complaints resolved as per the provisions of the clause 14(8)(a) to 14(8)(c) of the Scheme.
• Any customer aggrieved by an act or omission of a Regulated Entity resulting in deficiency in service may file a complaint under the Scheme personally or through an authorised representative.
• The RBI Ombudsman/RBI Deputy Ombudsman shall endeavour to promote settlement of a complaint by agreement between the complainant and the Regulated Entity. In the course of such proceedings, the parties to the complaint shall comply with the advisory issued by the Office of the RBI Ombudsman for submission of relevant documents or material within the stipulated time.
• The Regulated Entity shall, on receipt of the complaint, file its written version in reply to the averments in the complaint enclosing therewith copies of the documents relied upon, within 15 days before the RBI Ombudsman for resolution.
• Where the RBI Ombudsman / RBI Deputy Ombudsman is of the opinion that the documents / material furnished and written submissions by both the parties are not conclusive enough to arrive at a settlement, a conciliation meeting of the Complainant with the officials of Regulated Entity may be initiated by the RBI Ombudsman or RBI Deputy Ombudsman, if considered necessary. If such meeting is held and it results in a mutually acceptable settlement of the grievance, the proceedings of the meeting shall be recorded and signed by the parties stating that they are agreeable to the settlement.

Procedure for Filing a Complaint:

A complaint to the RBI Ombudsman can be filed in three ways: (i) through the online CMS portal at https://cms.rbi.org.in ; (ii) or by emailing to: crpc@rbi.org.in; or (iii) by sending a filled-in complaint form with supporting documents by post/courier to the following address: Centralized Receipt and Processing Centre (CRPC), Reserve Bank of India, Central Vista, Sector 17, Chandigarh – 160 017.

Amount of compensation admissible under the Scheme:

There is no limit on the amount in a dispute that can be brought before the RBI Ombudsman for which the RBI Ombudsman/ RBI Deputy Ombudsman can facilitate a settlement or pass an Award. However, for any consequential loss suffered by the Complainant, the RBI Ombudsman shall have the power to provide a compensation up to ₹30 lakh. In addition, the RBI Ombudsman shall also have the power to provide a compensation up to ₹3 lakh for the loss of the Complainant’s time, expenses incurred, harassment/mental anguish suffered, etc., if any, by the Complainant.

Complaints involving the following matters are excluded from the purview of the Scheme:

(a) matters related to commercial judgment or decision of a Regulated Entity;

(b) a dispute between a vendor and a Regulated Entity;

(c) grievances against Management or Executives of a Regulated Entity;

(d) a grievance arising from an action of a Regulated Entity in compliance with the orders of a judicial/quasi-judicial or statutory or law enforcing authority;

(e) a service not within the regulatory purview of the Reserve Bank;

(f) a dispute between Regulated Entities;

(g) a dispute involving the employee-employer relationship of a Regulated Entity;

(h) a grievance for which a remedy has been provided in Section 18 of the Credit Information Companies (Regulation) Act, 2005; and

(i) a grievance pertaining to customers of Regulated Entity not included under the Scheme.

• Time limits for filing a complaint
  • A complaint can be filed with the RBI Ombudsman if:
  • No reply has been received from the Regulated Entity within the timeline prescribed by RBI/NPCI/Card Network guidelines (where applicable) or within 30 days of receipt of the complaint by the Regulated Entity, whichever is later; or the Complainant is not satisfied with the reply/resolution received from the Regulated Entity; and
  • Complaint is made to the RBI Ombudsman within 90 days from the date on which the timeline specified in (i) above expires or the date of the last communication from the concerned Regulated Entity, whichever is later; and;
  • Complaint to the Regulated Entity was made before the expiry of the period of limitation prescribed under the Limitation Act, 1963, for such claims.
• Complaint shall be closed by the RBI Ombudsman / RBI Deputy Ombudsman when:
  • All aspects of the complaint, have been fully settled by the Regulated Entity upon their intervention; or
  • Complainant has agreed in writing or otherwise (which may be recorded by the Office of the RBI Ombudsman) that the manner and the extent of resolution of the grievance is satisfactory; or
  • Complainant has withdrawn the complaint voluntarily; or
  • Complainant has objected, in part or full, to the resolution provided, but the RBI Ombudsman is of the opinion that the objections do not have sufficient merit; or
  • Regulated Entity has addressed certain issues raised in the complaint, and the remaining issues, in the opinion of the RBI Ombudsman, either fall outside the purview of the Scheme, or do not involve any deficiency in service on the part of the Regulated Entity, or do not merit further consideration.
• Rejection of a Complaint :

  The RBI Ombudsman may reject a complaint at any stage if in his/her opinion:

  • There is no deficiency in service; or
  • Compensation sought for the consequential loss is beyond the power of the RBI Ombudsman to provide the compensation as indicated in clause 8(3); or
  • Complaint is not pursued by the Complainant with reasonable diligence; or
  • Complaint is without sufficient cause; or
  • Complaint requires consideration of elaborate documentary and oral evidence and the proceedings before the RBI Ombudsman are not appropriate for adjudication of such a complaint; or
  • There is no financial loss or damage, or inconvenience caused to the Complainant.

Note: A copy of the Scheme is available at our branches and the same shall be shared upon request. The Scheme can also be accessed here.