PUBLIC PREFACE The ability of the banking industry to achieve the socio-economic objectives and in the process bringing more and more customers into its fold will ultimately depend on the satisfaction of the customers. We have a strong belief that a satisfied customer is the foremost factor in developing our business. A need was felt by us at Standard Chartered Bank that in order to become more customers friendly the Bank should come out with charter of its services for the customers. Citizens' Charter concept was considered as a base instrument to fill this need and accordingly this document was prepared. The BCSBI has published the “Code of Banks‟ Commitments to Customers “ (the Code) which sets minimum standards of banking practice and benchmarks in customer service for banks to follow. SCB is a member of the BCSBI and has therefore voluntarily adopted the Code as its „Fair Practice Code‟ in dealings with its customers. This document, called the Citizens' Charter of Standard Chartered Bank, provides key information on various facilities/services provided to customers in ordinary course of business and highlights Standard Chartered Bank's commitments towards the customer satisfaction, thus ensuring accountability and responsibility amongst its officials and staff. This charter for customers not only explains our commitment and responsibilities along with the redressal methods but also specifies the obligation on the part of customers for healthy practices in customer-banker relationships. This is not a legal document creating rights and obligations. The charter has been prepared to promote fair banking practices and to give information in respect of various activities relating to customer service. Copies of the Code and Citizens' Charter will be available on request to all our customers at our branches, Customer Care Unit and at our web site. We wish to acknowledge the initiative taken by the Ministry of Finance, Government of India and Ministry of Administrative Reforms and Public Grievances for encouraging us to bring out this charter. We maintain constant consultations with our clientele through various Seminars, Customer Meets, etc., to evaluate, improve and widen the range of service to customer. However, all our customers are requested to keep us informed of their experiences about the various services rendered by the Bank and feel free to comment on this charter. The Charter provides essential information on transactions relating to savings, current and fixed deposit accounts, collections and remittances, grievance redressal etc. For further details and complete information on terms and conditions of service visit our branches or our website or write to our Local Head Offices (addresses and contact nos. available on our website www.sc.com/in or contact us at the following address: Head, Customer Care Standard Chartered Bank 19 Rajaji Salai, Chennai - 600 001 NOTE Information given in this document is current as of December 31, 2013, which is subject to change/revision.
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PREFACE - Standard Chartered...Account “Dormant‟ and “Inoperative / Unclaimed” respectively. 12. The service charges/minimum balance requirements are subject to change. For
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Transcript
PUBLIC
PREFACE
The ability of the banking industry to achieve the socio-economic objectives and in the process bringing
more and more customers into its fold will ultimately depend on the satisfaction of the customers. We
have a strong belief that a satisfied customer is the foremost factor in developing our business.
A need was felt by us at Standard Chartered Bank that in order to become more customers friendly the
Bank should come out with charter of its services for the customers. Citizens' Charter concept was
considered as a base instrument to fill this need and accordingly this document was prepared. The BCSBI
has published the “Code of Banks‟ Commitments to Customers “ (the Code) which sets minimum
standards of banking practice and benchmarks in customer service for banks to follow. SCB is a member
of the BCSBI and has therefore voluntarily adopted the Code as its „Fair Practice Code‟ in dealings with
its customers. This document, called the Citizens' Charter of Standard Chartered Bank, provides key
information on various facilities/services provided to customers in ordinary course of business and
highlights Standard Chartered Bank's commitments towards the customer satisfaction, thus ensuring
accountability and responsibility amongst its officials and staff. This charter for customers not only
explains our commitment and responsibilities along with the redressal methods but also specifies the
obligation on the part of customers for healthy practices in customer-banker relationships.
This is not a legal document creating rights and obligations. The charter has been prepared to promote
fair banking practices and to give information in respect of various activities relating to customer
service. Copies of the Code and Citizens' Charter will be available on request to all our customers at our
branches, Customer Care Unit and at our web site. We wish to acknowledge the initiative taken by the
Ministry of Finance, Government of India and Ministry of Administrative Reforms and Public Grievances
for encouraging us to bring out this charter. We maintain constant consultations with our clientele
through various Seminars, Customer Meets, etc., to evaluate, improve and widen the range of service to
customer. However, all our customers are requested to keep us informed of their experiences about the
various services rendered by the Bank and feel free to comment on this charter. The Charter provides
essential information on transactions relating to savings, current and fixed deposit accounts, collections
and remittances, grievance redressal etc. For further details and complete information on terms and
conditions of service visit our branches or our website or write to our Local Head Offices (addresses and
contact nos. available on our website www.sc.com/in or contact us at the following address:
Head, Customer Care
Standard Chartered Bank
19 Rajaji Salai, Chennai - 600 001
NOTE
Information given in this document is current as of December 31, 2013, which is subject to
change/revision.
PUBLIC
Only key information on various services/facilities is given in this document. Each service has its own
detailed terms and conditions, which are displayed on our website www.sc.com/in or can be made
available on request.
For further details/information, please visit the Standard Chartered website www.sc.com/in or call your
local Standard Chartered Phone Banking number or visit your nearest Standard Chartered Bank Branch.
Key Commitments to our Customers
1. Display business hours and Time - Norms for various banking transactions..
2. Render fair, reasonable and courteous services.
3. Attend to all customers present in the banking hall at the close of business hours.
4. Provide separate 'Enquiry' or 'May I Help You' counter at large branches.
5. We will ensure that our documents and procedures are clear and not misleading and that you are
given clear information about our products and services
6. Display interest rates for various deposit schemes from time to time.
7. Notify change in interest rates on advances.
8. Provide details of various deposit schemes/services of the Bank.
9. Pay interest for delayed credit of outstation cheques, as advised by Reserve Bank of India (RBI) from
time to time.
10. ATM transactions the wrong debit to the customer's account will be investigated and credit back to
the customer account within a maximum period of 7 days from the date of customer dispute.
11. Accord immediate credit in respect of outstation and local cheques up to a specified limit subject to
certain conditions, as advised by RBI from time to time.
12. Provide Complaint forms at every branch and also at our website, which customer can submit and
get acknowledgement immediately. Also customer can submit written complaints at branches and take
acknowledgement.
13. Display address of Regional / Zonal and Central Offices as well as Nodal Officer dealing with
customer grievances/complaints. We will treat all your personal information as private and confidential,
and operate secure and reliable banking and payment systems
WE EXPECT OUR CUSTOMERS TO:
i. Help us meet the “Know Your Customer (KYC)” guidelines at the time of opening the account and at
periodical intervals as per regulatory requirements from time to time.
ii. Take precautions that are indicated for protection of their accounts
PUBLIC
iii. Avail services like Automated Teller Machine (ATM), Online banking, Electronic Clearing System (ECS),
Electronic Fund Transfer (EFT) etc. if offered by the branch.
iv. Avail nomination facility for their accounts and safe deposit lockers.
v. Pay service charges for non maintenance of minimum balances, return of cheques, remittances,
collections etc. The details of charges are available on the Bank's web site and also with our branches.
vi. Provide valuable feedback on our services so as to enable us to correct our mistakes and improve our
customer service.
FAIR BANKING PRACTICES
Customers are requested to:
1. Ensure safe custody of cheque book and statements.
2. Issue crossed/account payee cheques as far as possible.
3. Check the details of the cheque, namely, date, amount in words and figures, crossing etc., before
issuing it.
4. Not issue cheque without adequate balance and maintain minimum balance as specified by the Bank.
5. Send cheques and other financial instruments by Registered Post or by courier.
6. Note down account numbers, details of FDR, locker numbers, etc., separately.
7. Immediately inform the Bank of any change of address, telephone number, email id, etc. (as
applicable).
8. Inform branch immediately, for change in Residential status (residential or non- residential or vice-
versa)
9. Inform loss of demand draft, ATM / Debit / Credit Card, cheque leave (s)/book, key of locker, etc.,
immediately to the Branch.
10. Avail standing instructions facility for repetitive transactions.
11. Provide feedback on our services and bring any deficiency in services to the notice of the branch
12. Pay interest, instalments, locker rent and other dues on time.
13. Not sign blank cheque/s. So also not record your specimen signature either on pass book, cheque
book and do not keep ATM card and PIN together or do not write PIN anywhere.
14. Inform the branch immediately, when a Minor turns Major or in the event of the unfortunate demise
of any of the account holder's. The comprehensive code of conduct has also put up in our website and
PUBLIC
this can be accessed through the following link https://www.sc.com/in/important-information/bcsbi-
code.html.
GENERAL TERMS AND CONDITIONS OF SERVICES
COMMON AREAS OF CUSTOMER-BANKER RELATIONSHIP:
1. SAVINGS BANK ACCOUNT
2. CURRENT ACCOUNT
3. TERM DEPOSIT ACCOUNTS
4. NOMINATION FACILITY
5. REMITTANCE FACILITIES
6. OTHER PRODUCTS AND SERVICES
7. SETTLEMENT OF CLAIMS ON ACCOUNTS OF DECEASED
8. CUSTOMERS GRIEVANCE REDRESSAL MECHANISM
SAVINGS BANK ACCOUNT
1. These accounts are designed to help the individuals (personal customers) to inculcate habit of saving
money and to meet their future requirement of money. The amounts can be deposited / withdrawn
from these accounts by way of cheques/ withdrawal slips / ATM cards.
2. Savings Bank accounts are very popular. These accounts can be opened by an eligible individual in
single name or jointly with others and by certain organisations/agencies approved by RBI.
3. The prospective customer will need to comply with the “Know Your Customer (KYC)” guidelines which
are mandatory. As required by law, while opening this account we will satisfy ourselves about the
identity, including verification of address, of person/s seeking to open an account to assist in protecting
the prospective customer/s, members of the public and ourselves against fraud and other misuses of the
banking system.
4. The customer identification will be on the basis of documents provided by the customer as (a) Proof
of identity and (b) Proof of address. Documents normally acceptable are displayed / available from
branches and in our website. The customer has to submit the prescribed application form along with
Photographs in all cases, as per R.B.I. directives.
5. The Bank is required to obtain Permanent Account Number (PAN) or General Index Register (GIR)
Number or alternatively obtain declaration in Form No. 60 or 61 as per the Income Tax Act (vide Section
139 A) from the person/s opening the account.
6. The account holder is required to maintain certain minimum balance in the account, as specified by
the Bank from time to time. The minimum balance requirements of various types of accounts are
Moradabad, Pilibhit, Pratapgarh, RaeBareli, Rampur, Saharanpur, Sant Kabirnagar, Sant Ravidas
Nagar, Shahjahanpur, Shravasti, Siddharthnagar (Navgarh), Sitapur, Sultanpur Varanasi, CSM Nagar, Bhimnagar of the State of Uttar
Pradesh
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The General Manager Reserve Bank of India, Issue Department Main Building, Shahid Bhagat Singh Marg, Mumbai -400 001.
022-22703954
Greater Mumbai i.e. Mumbai is land and the suburban district (roughly south of a line connecting Dahisar and Mulund on the Western and Central Railways respectively)
Sr. No. Name and Address of RBI
Office Phone
Number Jurisdiction
PUBLIC
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The General Manager Reserve Bank of India, Issue Department, Main Office Building, Dr. Raghvendra Rao Road, Post Box No. 15, Civil Lines, Nagpur -440 001.
0712-2546719
The State of Chattisgarh and the districts of Akola, Amaravati,