This is a voluntary code which sets minimum standards of banking practice for
Standard Chartered Bank Malaysia Berhad when the bank deals with you for your day-
to-day operations.
1. Providing a positive customer experience
You can be confident that
fair treatment is critical to our bank’s
corporate culture and have the view that
you are treated in a reasonable and objective
manner. This would apply to a range of
situations including:
providing you with information
providing you access to basic
banking facilities
evaluating you for a loan
responding to your complaint
2. Product design and meeting your needs
The bank will make sure our
products and services meet relevant laws
and regulations in letter and spirit.
The bank will help you understand
how our products and financial services
work and will take into account the following
principles when designing a brochure:
The sales materials should not
be misleading, inappropriate or
generally offensive
The language used will be clear
The font size used for the terms
& conditions should not be unreasonably
small
3. Sales processes, suitability and transparency
The bank will make our terms
& conditions, interest rates, fees
& charges and your rights and responsibilities
transparent to you.
The bank will provide reasonably
adequate information to you to help you
make an informed decision regarding our
products.
The bank will not mis-sell.
4. Post sales service
The bank will help you use
your account by
Providing you regular updates
on your account
Keeping you informed about the
changes in the interest rates, charges
or terms and conditions relating
to your account
The bank will
Ensure that effective redress
is made available for you through
complaints management / handling
processes that provide objective
and expedient investigation and
resolution
Monitor internal practices to
ensure compliance with approved
processes
The bank will treat all your
personal information as private and confidential,
in line with our statutory duties.
The bank’s collection
policy is built on courtesy and fair treatment.
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