In the app / on the site
Banking app / Internet Banking → Help → Log a complaint (get reference number)
Do this once, properly. Screenshot everything — you will attach it to the letter.
The escalation ladder
Complaints Resolution Centre
- 0860 101 101Complaints Resolution Centre
- complaint.resolutioncentre@standardbank.co.zaReference number within 24h, case manager assigned
Specialised Complaint Escalation Centre
- ComplaintsEscalations@standardbank.co.zaInclude your reference/case number from Step 1
Ombudsman / regulator
- National Financial Ombud Scheme (NFO)0860 800 900 — banking complaints; usually within 4–6 months of the bank's final response
Regulator & ombudsman channels
- National Financial Ombud Scheme (NFO) https://nfosa.co.za/ — — 0860 800 900 · WhatsApp +27 66 473 0157 Banking, credit and insurance complaints (was OBS/FOC)
- National Consumer Commission (NCC) https://www.thencc.gov.za/ — — +27 12 428 7000 Consumer Protection Act complaints
- National Credit Regulator (NCR) https://www.ncr.org.za/ — — 0860 627 627 Credit-agreement complaints
Regulators almost always require proof that you complained to the company first. Attach your ticket numbers.
Public social channels
- No verified public social channel for complaints — we only list channels we can source.
Sources & verification
Every phone number, email and link on this page comes from these official pages, checked on 2026-11-04:
- Standard Bank — Complaints process (steps, phone, emails, ombuds list)
https://www.standardbank.co.za/southafrica/personal/about-us/regulatory/complaints-process - Standard Bank — Complaints process PDF
https://www.standardbank.co.za/static_file/South%20Africa/PDF/Legal%20and%20Regulatory/Complaints_process.pdf - National Financial Ombud Scheme
https://nfosa.co.za/