FAQ?

FAQ?Expand all

+How do I find out about European Union Savings Tax Directive?

The European Union Savings Tax Directive (EUSD) was introduced in 2005 and is an agreement between the EU Member States to automatically exchange information between states about individuals who reside in one EU Member state but earn interest in another.

For more information about the EUSD click here

+When are statements issued on my account?

Unless you have opted for Suppressed Statement Correspondence through our online banking service your statements will be sent out as follows::

Quarterly statements

Issued on 31st March, 30th June, 30th September & 31st December for:

  • Optimum Account
  • Offshore Moneymarket Call Account
  • Call Account
  • Professional Demand Account

Half yearly statements

Issued on 28th February & 31st August for;

  • Offshore Reserve Account

Annual statements

Issued on the 30th June for;
  • Expatriate savings account
  • Offshore Saver 96 Account

Advices

Issued with new term/product for the following accounts*;

  • Fixed term deposit
  • Structured product

*please note that the maturity date is included in this statement advice.

+What is the difference between a standing order and a direct debit?

Direct debits and standing orders are safe and convenient ways to set up regular payments from your bank account. Once they are set up they happen automatically.

Standing Order

A standing order is an instruction you give to your bank to pay a fixed amount to someone else on a regular basis. You can set up, amend and cancel standing orders. Standing orders from a Sterling account to another Sterling account within the UK are set up and processed free of charge. Sterling electronic transfers overseas and non Sterling standing orders are set up free of charge, but incur a standard payment fee of £35.00/$50.00/€50.00/AUD60.00/ZAR300.00.

Direct Debit

A direct debit gives someone else, usually a company, permission to take funds from your account in agreed amounts and at agreed intervals. You can set up, amend and cancel directly with the company concerned. It is essential to maintain a Sterling account which offers unrestricted withdrawals to take advantage of this facility, as direct debits are processed within the UK clearing system. The Bank reserves the right to reject and return a direct debit which does not comply with these rules.

+How do I make a complaint?

Your comments are of value

At Standard Bank we are committed to providing you with the highest standards of service. If you are not entirely satisfied with any aspect of our service then we want to hear from you. Your custom is important to us and your feedback enables us to deal with issues as soon as possible and where appropriate, take steps to improve our services.

Complaints procedure

The quickest way to provide your feedback or to make a complaint is in person, by telephone, or by writing (including email). However it is preferable for complaints to be made in writing to prevent any possible misunderstanding.

We will acknowledge your complaint in writing within five working days of receipt and where possible include a full response. Where we are unable to complete our investigations into your complaint within this timeframe our Quality Assurance and Care Manager's written acknowledgement will include a date by which we will endeavour to provide you with a full response.

If your account is held in the Isle of Man

Visit or write to:

Standard Bank Isle of Man Limited
Standard Bank House
One Circular Road
Douglas
Isle of Man
IM1 1SB

Call: Skype +44 (0) 1624 643643

Email: iomclientcare@standardbank.com

If your account is held in Jersey

Visit or write to:

Standard Bank Jersey Limited
Standard Bank House
47-49 La Motte Street
St Helier
Jersey
JE2 4SZ

Call: Skype +44 (0) 1534 881188

Email: sbj@standardbank.com

 

+What are Standard Bank Isle of Man Limited and Standard Bank Jersey Limited sort codes?

For Isle of Man accounts 40-48-52

For Jersey accounts 40-52-33

+What are Standard Bank Isle of Man Limited and Standard Bank Jersey Limited BIC codes?

For Isle of Man accounts SBICIMDX

For Jersey accounts SBICJESH

+How do I reset my internet banking password and / or memorable date?

Please click on the following link International Online and select the forgotten password link on the left hand side of the page and follow the steps.

Please note you will need your customer number to complete this process and this can be found on your welcome letter or bank statement.

Make a note of the request number and call to our Priority Client Services team on +44 (0) 1624 643643 (between 8am – 5pm GMT). Alternatively, we will call you upon receipt of your request within 48 business hours.

+What are Standard Bank Isle of Man Limited and Standard Bank Jersey Limited routing details?

Standard Bank Isle of Man Limited - click here

Standard Bank Jersey Limited - click here

+How can I send an instruction?

There are a number of ways we can accept instructions. You will find the most common instructions listed below under the channel we can accept them through:

Signed Letter, Signed Fax and Signed Scan

Provided you hold a signed telephone/fax indemnity with the Bank any instruction can be accepted in this way. If you are unsure whether you hold a telephone/fax indemnity please contact our Priority Client Services Team on Skype +44 (0) 1624 643643.

Telephone

If you hold a signed telephone/fax indemnity you may instruct the following by phone. If you are unsure whether you hold a telephone/fax indemnity please contact our Priority Client Services Team on Skype +44 (0) 1624 643643.

  • Instruct change of address / contact details
  • Make payments including Standing orders under £25kM

If you do not hold a telephone/fax indemnity we can still accept the following instructions:

  • Instruct opening of Sub account
  • Provide notice to access funds
  • Stop Fixed Term Deposits rolling over
  • Any general servicing queries
  • Order security tokens for internet banking
  • Upgrade payment functionality on internet banking
  • Unlock internet banking
  • Reset / re-assign internet tokens
  • Order statements / certificates of interest
  • Cancel or block debit cards
  • Instruct Debit card limit increases
  • Order PIN reminder letters for debit cards
  • Provide travel plans for debit card
  • New account enquiries
  • Order replacement /new debit cards provided you already hold a debit card with the bank
  • Open payment query

Email

By email you may:

  • Provide notice to access funds
  • Stop fixed term deposits rolling over
  • Make general servicing enquiries
  • Amend your e-mail address
  • Amend or cancel existing standing order

Secure Message

If you are registered for our online banking service you can submit the following instructions by secure message online:

  • Request Internal transfers
  • Close an account with no balance
  • Close an account and transfer funds internally
  • Close an account and send funds to your reference bank
  • Set up and cancel standing orders
  • Order and cancel debit cards
  • Activate ordered debit cards
  • Request new or replacement internet banking security tokens
  • Setting up and maturing Fixed Term Deposits
  • Open additional accounts
  • Order cheque books (sterling accounts only)
  • Request statements, bank references or interest certificates
  • Change your address or contact details

Internet Banking Payments

  • Instruct unlimited payment amount where no FX is involved*
  • Instruct payments up to £50k or currency equivalent where an FX is involved*

* Payments are subject to banks payment procedure so a call back or further information may be required before payment is processed.

Points to note:

You are unable to close accounts via your internet payment function.

The Offshore Reserve, Expat Savings, Fixed Term deposits and Notice accounts do not have payment functionality.

+What information does an instruction require?

General Instructions

Regardless of the instruction you are requesting it is always useful if you include the following information:

  • Customer number
  • Contact number
  • The instruction
  • Your full name

Instructions involving movement of funds

  • Your account name
  • Your account number
  • A short statement of intent
  • The reason for payment
  • The beneficiary account name and number/IBAN
  • The beneficiary swift code
  • The beneficiary sort or branch code
  • Your signature (if submitted in writing)

For payments being remitted to your account from outside the UK (including GBP payments being sent from abroad), you will also need to quote our correspondent bank details which can be found in our transfer instruction form.

Instructions involving contact detail updates

When taking a change of address instruction we will require the following information to process your request in addition to the general instruction information:

  • The full address you wish to use
  • Any new postal address that may accompany this
  • New contact details for home and mobile telephones
  • Any new email address you may be using
  • Your signature (if submitted in writing)

+What is a Security Token? How do I use it?

A security token or “authenticator” is a secondary level of security we use with our online banking facility. It is registered to your online banking and is required to make a payment.

What does it look like?

Our security token is a small blue plastic oval. It has a grey button on the left hand side of a small calculator screen and a reference key code on the back. It is about the size of a large key-ring.

How do I activate my security token?

Instructions on how to activate a token are included in the package sent to you. If you are having difficulty activating a token or if you have lost the instructions then please contact our Priority Client Services Team on +44 1624 643 643.

How do I use my security token?

When prompted for a security key in our payment facility simply press the grey button on the left of the screen and enter the randomly generated number. This number will change every time you press the button.

We recommend that you keep your token some where safe and easily accessible. Your token is unique to your internet banking and each party on the account will require their own.