FAQ?

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

You can change your PIN number to make it more memorable to you using Automated Teller Machines (ATMs) displaying the Visa symbol at ATM's in the following countries/regions:

• Andorra
• Austria
• Bear Island
• Belgium
• Bulgaria
• Czech Republic
• Cyprus
• Denmark
• Estonia
• Faroe Islands
• Finland
• France
• Germany
• Gibraltar
• Greece
• Greenland
• Hungary
• Iceland
• Ireland
• Isle of Man and Channel Islands
• Israel
• Italy
• Latvia
• Liechtenstein
• Lithuania
• Luxembourg
• Malta
• Monaco
• Netherlands
• Norway
• Poland
• Portugal
• Romania
• San Marino
• Slovakia
• Slovenia
• Spain
• Sweden
• Switzerland
• Turkey
• United Kingdom
• Vatican City

The frequecy of statements depends on the type of account you have. Please see details below:

Optimum current account - Issued quarterly on 31st March, 30th June, 30th September & 31st December

Offshore reserve account - Issued half yearly on 28th February & 31st August

Offshore moneymarket call account - Issued quarterly on 31st March, 30th June, 30th September & 31st December

Expatriate savings account - Issued annually on 30th June

Fixed term deposit - Advice issued with new term/product. Please note that you are responsible for remembering when your product matures

Call account - Issued quarterly on 31st March, 30th June, 30th September & 31st December

Professional demand account - Issued quarterly on 31st March, 30th June, 30th September & 31st December

Structured product - Advice issued with new term/product

There may be an occasion when you expect funds to be in your account and available for withdrawal and yet find that a purchase transaction or cash withdrawal is not accepted by the Visa network.

If a Sterling cheque has recently been paid into your Sterling account it may take up to six working days before the funds can be withdrawn from your account (other CCY cheques may take longer to clear). This is common to all Banks in the British Isles and is necessary in case a cheque shown as credited to your account is, for any reason, not honoured.

You are unable to access the balance below £100, US$150, AU$150 or €150 in your account by means of your offshore debit card.

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.

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.

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.

Don't be caught out by fraudsters - a few tips for you!

• Het Zuiden Investments BV is not an Agent of Standard Bank Offshore Group nor in any other way lawfully authorised to represent it. Should you be contacted by, or receive correspondence from, the above named company please contact jerry.mills@standardbank.com immediately.

 

• In recent years, there has been a marked increase in so-called "financial crime", where organised criminal gangs seek to exploit the world's financial systems to further their own illegal ends.

 

• We have become aware that fraudsters are currently targeting customers of various banking organisations on a worldwide basis asking for personal information, which is subsequently used for fraudulent means.

 

• Many of the victims are completely innocent individuals who have been hoodwinked into providing confidential details of their banking, investment or other accounts to fraudsters who then proceed to attempt to steal the victims' cash.

 

• Standard Bank Offshore already goes to great lengths to preserve the safety and security of its clients' financial information, but there are steps you can take to further minimise the likelihood of your offshore accounts becoming involved in a fraud attempt. The following points should be emphasised:

 

Do not respond to any requests for personal information, whether written or by telephone, which you believe we should already know. It is fairly easy for fraudsters to construct letters, which appear to have come from banking or financial institutions.

 

• These letters will often require you to complete an official-looking declaration or similar form requesting details of your accounts including account numbers and personal information such as your date of birth or place of work, mothers maiden name etc. Fraudsters are very keen to obtain this information, as this could enable them to pass themselves off as you when calling your bank.

 

• Often you are asked to fax back these details to a number that will not be the fax number of the bank. Once you respond to this request, the fraudster has your signature and enough personal details to attempt withdrawing funds from your account.

 

• Do not fax back personal information to an unknown fax number, if you are in any doubt telephone the bank using the telephone number you already hold to check the request and the fax number quoted are genuine.

 

• Similarly, treat any unexpected telephone calls purporting to come from us as being potentially suspicious.

 

• If you are in any doubt, telephone us back using the telephone number you already hold.

 

• Check the security of your arrangements for receiving and storing mail and be aware when opening your mail. For example:

1. Could your bank statement or other documents have been intercepted or opened before you received?
2. Could a previous statement fall into the wrong hands?
3. Don't be caught out by phishing - a few tips for you!

REMEMBER if at any time you have a suspicion about a request for information about your offshore accounts, or if you feel you may have been an unwitting victim to this type of fraud, you should contact us immediately.

To make a payment to your Standard Bank Offshore account, you will need to provide the remitting bank with the following information:

• Account name to credit
• IBAN (for payments made within EU) or account number
• SWIFT / BIC
• 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.

When quoting correspondent bank details, please detail the currency of the funds being remitted.

We would be happy to discuss your account requirements and what products and services we can offer you. Please contact one of our Relationship Development Officers on +44 (0) 1624 643643 or e-mail priority.clients@standardbank.com

Fax

If you have signed the telephone/fax indemnity form, you can request an additional account to be opened by faxing us on +44 (0) 1624 643800. Please note that it may be necessary for the Bank to contact you by telephone to verify your instruction before acting on it.

Internet

If you are signed up for Internet banking, you can request an additional account to be opened via the secure message function. This will be sent directly to the Bank and upon receipt, we will arrange for your request to be acted on accordingly. Please note that it may be necessary for the Bank to contact you by telephone to verify your instruction.

There are a number of ways in which you can instruct a payment:

Internet Banking

You can send payments, at a discounted rate, via our Internet banking service. You can send up to £50,000 (or currency equivalent) when a foreign exchange is instructed or an unlimited amount when sending funds in the same currency as the debiting account. At times it may be necessary for the Bank to contact you by telephone to verify your instruction.

Telephone

If you have signed the telephone/fax indemnity form, you can instruct a payment up £10,000 over the phone by calling one of our dedicated Client Relationship Officers on +44 (0) 1624 643643 and they will be happy to take your instruction once they have been through the relevant security with you. Telephone payments are charged at the standard payment rate which can be found on the Banks standard charges tariff.

Fax

If you have signed the telephone/fax indemnity form, we can accept a signed fax from you to instruct your payment. Please send your fax to +44 (0) 1624 643800.

If you are based in South Africa, you can pass your instruction to any one of the Standard Bank Offshore branches and they will be happy to send this directly to us on your behalf.

At times it may be necessary for the Bank to contact you to verify your instruction. If we are unable to contact you this may potentially delay the payment from being processed. Faxed payments are charged at the standard payment rate which can be found on the Banks standard charges tariff.

Post

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

If you are based in South Africa, you can pass your instruction to one of the Standard Bank Offshore branches and they will be happy to send this directly to us on your behalf.

When instructing a payment, please provide us with the following:

• The account number to debit
• The amount that you would like to send
• The account name
• The account or IBAN number, sort code or Swift code
• Beneficiary Bank name and address
• Any reference you would like adding to your instruction

Please ensure you sign the instruction and provide a contact number that we can call you on if necessary for the Bank to verify your instruction.

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: +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: +44 (0) 1534 881188

Email: sbj@standardbank.com

In order to register for Internet banking, you will need to know your Customer Number which can be found at the top of any of your statements or on your original welcome letter.

Once you have this, please follow these step by step instructions:

1. Visit www.standardbank.com/international and follow the link to Internet banking in the top right hand corner of the homepage titled ‘Log on to’
2. On the left hand side of the International Online homepage is an option for ‘New Registration’
3. You will now need to complete the profile details – these are your own personal details (if you have a joint account, each person will need to register individually)
4. Select and confirm a suitable password and memorable date. The password requires the following criteria:
   1. Min 6 characters
   2. Max 16 characters
   3. At least two characters must be letters
   4. At least two characters must be numbers
   5. At least one character must be a capital letter
   6. You cannot have a string of three consecutive or same numbers together – i.e. 123, 321, 111, 876, 345
5. At the bottom of this screen, select the ‘Single Customer’ service
6. Click ‘Continue’
7. Enter your Customer Number
8. Enter the Customer Name (if joint account, you need to enter the joint details here)
9. Select the appropriate transaction rights that you would like for your Internet banking profile in accordance with your banking mandate
10. Click ‘Continue’
11. If you have selected Inter Account Transfers and/or Payments, then this next screen is to order the dual factor security token, and needs to be populated with the delivery address and a contact number. Ideally this should be your normal mailing address to ensure we can get this to you as soon as possible*
12. Click ‘Continue’
13. Please read the Terms and Conditions for using International Online and ‘tick’ to accept by clicking ‘Confirm’
14. Please print and sign your registration confirmation in accordance with your Bank mandate and return to us either by PDF scan to IAU@standardbank.com, or by fax to +44 (0) 1624 643803.
15. Click ‘Exit’ to finish

Once we have processed your application, we will be in contact with you to provide you with your individual Internet Client Number and complete the set up of your Internet banking facility. Where applicable, your security token will be dispatched as soon as the registration has been completed.

*In order to process payments on-line, you need to use a security token which provides a secure ‘one-time’ password each time you authorise a payment. This is to enhance the security for your Internet banking service.

To upgrade your Internet banking service

• Log onto your Internet banking service, select the ‘profile’ tab and then ‘user rights’
• You will be given the option to add inter account transfers and payments by selecting the relevant tick box
• You are required to enter your mailing address where we will send the hand held security token which is required to make payments
• Please print, sign and return the updated terms and conditions to:

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

Alternatively, you can call one of our dedicated Client Relationship Officers on +44 (0) 1624 643643 and they will be happy to upgrade your Internet banking service once you have been through the relevant security.