General Terms and Conditions

These Terms and Conditions set out the agreement between:

You– the person we’ve opened an account for.

Us- Chase, a trading name of J.P. Morgan Europe Limited, so whenever you see ‘we’, ‘us’ or ‘our’, you know who we’re referring to.

The big picture

When you sign up to Chase we'll open an account which you can use for making and receiving payments. You will also be able to open additional accounts if you want to put aside some of your money. For example, if you're planning a holiday you can put money aside in an account and give it the name “My Holiday”. Unless we tell you otherwise, all accounts can be used for day-to-day spending, so you'll be able to make payments directly from your “My Holiday” account in the same way you can from your everyday spending account.

One card for all accounts

We'll give you a debit card for making payments and to begin with it will be linked to the first account you open with us. If you add accounts, you can link it to one of them if you prefer, at any time through the app or by contacting us (unless we have told you otherwise).

Interest

If we pay interest on an account, we'll tell you the interest rate when we open the account. Where we do, we'll pay interest on the first calendar day of each month but if you close an account, we'll pay interest earned to the date it's closed.

Interest is calculated on a daily basis for all accounts.

You can check the app at any time to find our current rates. You can also contact us.

What’s this account for?

It's for your personal use only. For example, you must not use these accounts for a business or to hold money for someone else.

How this agreement works

This document contains the general terms that apply to all our accounts and customers such as:

  • important legal points;
  • how to use the account;
  • when we might change the terms;
  • what happens when things don't go as expected; and
  • how the agreement can be ended.

Other terms may also apply to certain types of accounts. You can find all our terms by going to the Legal section within the app or online at chase.co.uk

If there's an overlap or conflict between the General Terms and Conditions and any other terms, the other terms will apply e.g. if the General Terms and Conditions say that we can vary the interest rate, but our other terms say that the rate is fixed, then the rate will be fixed.

The General Terms and Conditions are always available in the app, but if you ask us, we'll send them to you. You can also ask us for copies of statements, notices and other documents. You are also able to download or print these documents from the app. If you want to know about other formats that we can provide, please contact us.

Where relevant, we've used standard industry terms in this and all our other documents. You can find the glossary of these terms in the app and online at chase.co.uk

Getting in contact

You can get in touch with us through the app or online at chase.co.uk/support/contact-us/

If you need to send a document to us you can upload it through the app. 

If we need to get in touch with you, we'll message you or call you by phone. We may also use emails or the post to contact you. We aren’t responsible if you don't get information or notices from us because we’ve used out of date contact details. That's why it's really important that you: 

  • tell us as soon as possible if your contact details change; and 
  • check your emails regularly.

We’ll notify you whenever we upload new documents to the app. Always remember, when we speak with you we’ll never ask you to give us your PIN or password.

A few more things 

We may record telephone numbers you use to contact us.  If we need to contact you urgently, we may try them if we can't reach you on the numbers you've given us.

We'll always use English to communicate with you. 

Our App Licence Agreement and Privacy Policy are available in the app, and our Cookie Policy and Website Terms are available online at chase.co.uk

All of these also apply to you.

In a few places we refer to a ‘group company’. This means any company that controls or is controlled directly or indirectly by J.P. Morgan Europe Limited, or is under common control with J.P. Morgan Europe Limited. A company has ‘control’ if it can direct the management and policies of another company through, for example, ownership of shares (and voting rights) or by a contract.

You can let us know that you'd like to cancel this agreement without giving a reason within 14 days of entering into it (or at any time) by closing any accounts you've opened in the app.

Security

Protecting your money  

Your security is our priority so we'll do all we reasonably can to prevent unauthorised access to your accounts and make sure your accounts are safe and secure. If we suspect any security or fraud issues with an account, we'll contact you as soon as we can in the most secure way. Remember, we will never ask you to tell us your PIN or password.

What we need you to do

Security credentials and payment devices are key to keeping your money and information safe:

  • A security credential is a password, PIN, passcode, memorable information, biometric or other information which we've given you or you've set up to use with your payment device, the app or when you contact us.
  • A payment device is the app, a card, phone or another device that you can use (usually with security credentials) to make payments, give us other instructions or view information about your account.

To make sure an account isn't accessed by an unauthorised person you must keep your security credentials and payment device safe. Here are just a few security tips to get you started. 

Don’t:

  • tell anyone your security credentials or write them down without disguising them;
  • set up security credentials that can be easily guessed by anyone else (the less obvious the better!); or
  • log in, or stay logged in, to a payment device if you're not in full control of it or it's not in your possession.

Do:

  • review your security credentials regularly to check they are still appropriate; and
  • update the app regularly (depending on the update, you may not be able to login if you haven't done this).

If you lose (or someone takes) your security credentials or payment device or if you think someone else has accessed an account you must contact us as soon as possible.

We'll ask for information or other help, and we may assist (and ask you to assist) any police investigation.

Here's why this is important

If your security credentials are used with your payment device we'll assume we're dealing with you and will make payments, give access to information and do anything else on your account that we’re asked to do. Apart from small contactless payments and certain other payments we're allowed to make without applying our usual checks, we won’t do any of these things if your security credentials aren't used with a payment device.

Sending money and using your card

To make a payment you'll need to use your card or the app. You can make:

  • purchases or withdraw cash using your card; and
  • payments to other accounts with us or at other banks.

This section sets out the terms that apply when you want to send money or use your card, as well as when we may refuse to make payments and block your account.

What we need from you

When you ask us to send money, we'll need the recipient's sort code, account number and name, unless the recipient is using a proxy, for example if they have linked their account details to another phone number, email address or social media account. If we need any other details, we'll let you know. 

It’s important that you make sure the recipient’s details are correct as we'll be using them to make the payment.

Are there any limits?

Yes.

You can only send money within the UK and in pounds sterling. To send money, you must use the app. We don’t provide cheque books to use on our accounts. 

As we don’t allow overdrafts, the limit on the payments you can make is the amount we're holding for you in your account. If you make a payment that takes your account over this limit, you must immediately repay the amount over the limit. This might happen if the payment is ‘contactless’ or an 'offline' debit card payment, such as a payment you make on a flight when there’s no connection to our systems. It's the same if you go over the limit for another reason, e.g. because we apply charges, or take back a refund or payment made into your account by mistake. 

We may also apply spending limits, such as a daily limit on the amount you can withdraw in cash with your card, as well as transaction limits. If we apply these limits, we will let you know what they are. 

When we’ll make payments

We'll normally act on your instructions to make payments immediately after we receive them, but the cut-off time for same-day instructions is 11.45pm each day. Once we've made a payment, the recipient's bank will normally receive it within two hours (and must pay it into the recipient's account immediately). A payment might be delayed if we need to do additional checks on it.

If money you’ve sent to an account doesn’t arrive when it should, or at the latest by the business day after we send it, we will contact the receiving bank and ask them to treat the payment as if it had been made on time if you ask us to.

Standing orders and payments you’ve asked us to make in the future 

If you ask us to make a payment on a date in the future (we call these ‘future dated payments’), it will be sent on that date. If you’ve asked us to pay a standing order on a weekend or bank holiday, it will be sent on the next working day.  

Debit card payments

When you make a debit card payment, we'll take the money from your account after we receive confirmation of the payment from MasterCard. 

Debit card payments made overseas

A debit card payment in a foreign currency will be converted into pounds sterling before we take the money from your account. This is how:  

  • MasterCard will convert the amount into pounds sterling using their exchange rate on the day they process the payment (which may not be on the date the payment was made). We use MasterCard's exchange rates with no mark up. 
  • You can find the MasterCard exchange rates we use by visiting the ‘Manage card’ section of the Chase app. MasterCard's exchange rates change daily – you can find the actual rate used on your statement. 
For debit card payments within the EU, you can also find out how the cost to you of making debit card payment within the EU compares to the euro foreign exchange rates issued by the European Central Bank by visiting the ‘Manage card’ section of the Chase app.
 

Round-ups

The same terms apply to round ups as to other payments you ask us to make. If you've got round ups switched on, we'll round each debit card payment up to the nearest pound and transfer the difference to your round up account. For example, when you use your debit card to pay £2.60 for your morning coffee, we'll automatically transfer the round up amount of £0.40 to your account at the same time as taking the £2.60 to pay for your coffee. You can switch round ups on or off from the app at any time.

 

Changing or stopping a payment

You can change or stop a future dated payment if you let us know by 11.59pm on the day before we are due to make the payment. You can't change or stop any payments you've asked us to make immediately.

Remember, if you change or cancel a regular card payment with us, you should also tell the organisation or company that collects the payment so they can cancel or change it (and any future dated payments) as well. If for some reason a regular card payment you've cancelled is still collected, we'll treat the payment as unauthorised and give you an immediate refund.

When we won't make a payment 

We'll generally make a payment from your account when you ask us to, but we won't make a payment if:

  • there isn't enough money in your account;
  • you haven't given us all the information we need to make the payment or we know the information you've given us is incorrect; 
  • we can't make the type of payment you want to make;
  • we reasonably believe you haven't authorised the payment or that your account isn't secure;
  • we reasonably suspect fraud or criminal activity on your account; or 
  • we reasonably believe that making the payment would be contrary to a legal or regulatory requirement that applies to us or any group company. 

You can also set controls through the app on the amount or type of payments you can make on your account. We'll do all we reasonably can to apply the controls you've set (e.g. to prevent you making particular types of payments), but sometimes this may not be possible. For example, if we can't identify the payment type in question. 

What happens if there's only enough money in your account to make some (but not all) of your payments?

We'll usually make payments for you each day in the order we receive them. As a rule, this means we won’t make a payment if there isn’t enough money in your account to cover it, but we may still make smaller payments that day if there is enough money. 

For example, if you have £500 in your account and you authorised a £150 payment, then a £400 payment and then a £50 payment, we'll make the £150 and £50 payments but we won't make the £400 payment.

What happens if we can't make a payment?

If we can't make a payment you've asked us to make, we'll let you know. 

If we can’t make a standing order or future dated payment because there isn’t enough money in your account, we’ll remind you to top up your account so that we can try again later the same day. If there still isn’t enough money in the account when we try again, we won’t be able to make the payment. If you're making a payment to a retailer using a card or other payment device, you'll know the payment’s been declined when you try to make it. 

Unless it would be unlawful, we’ll let you know we’re declining a payment and, where possible, the reason why as well as how you can correct any errors which caused us to decline it. 

Blocking accounts

We can block your payment device and access to your account if we reasonably:

  • suspect there has been unauthorised or fraudulent use of your account; or
  • have concerns about the security of your account.

We'll let you know if we do this, and why, unless it would be unlawful for us to tell you or it would affect the security of your account. If possible, we'll tell you before we put a block in place but, if we can’t, we'll tell you immediately after we've done it.

We'll remove a block as soon as the reason for it ends. We may replace your payment device or get you to change your security credentials if we reasonably believe this is necessary to keep your account secure. 

Refunds and help

Refunds

You’ll generally get a refund for a payment if you have any of the problems set out below, unless you’ve been fraudulent, in which case no refund will be provided. We’ve also set out how quickly you can expect to get your money back, when you won't get a refund and other important information about our approach to refunds and what we expect from you. 

What to do if something goes wrong with a payment 

Let us know as soon as you can if there is a problem with a payment as it may affect how we will refund any transactions.

Problems with payments made with your money

Unauthorised payment

A payment which wasn’t authorised by you or someone you’ve authorised to make payments on your account.

If you’re at fault in some way

If you didn't keep your payment device or security credentials safe, either intentionally or with a very significant degree of carelessness (such that you're either reckless or grossly negligent) you won’t be able to get a refund for payments made before you've told us that your payment device or security credentials are at risk (e.g. lost, stolen, or likely to be misused).

When you tell us

If you tell us within 13 months and you're entitled to a refund, we'll give you one automatically; if you tell us after 13 months, we'll need to investigate before giving a refund.

When we'll make the refund

Before the end of the business day after you tell us (provided you tell us within 13 months), but not if we know you've been reckless or grossly negligent or we reasonably suspect you’ve been fraudulent.

If you tell us after 13 months and we decide to refund you, then we’ll make the refund once our investigation is complete. 

Other info and conditions

You also won't be responsible if either another person uses your payment device before you receive it or we didn't give you a number to contact us on so you could tell us that your payment device or security credentials were lost or stolen. You are also not responsible if we didn't make the checks we're legally required to make to confirm that you authorised a payment.

Incorrect payment

A payment we sent to the wrong person or account (although you gave us the right details).

If you’re at fault in some way

In this instance we made the mistake.

When you tell us

If you tell us within 13 months and you're entitled to a refund, we'll give you a refund automatically.

If you tell us after 13 months, we'll need to investigate before giving a refund.

When we'll make the refund

If you tell us within 13 months, we'll give you a refund before the end of the business day after you tell us.

If you tell us after 13 months, we'll give you a refund once we have completed the investigation and decided we should make a refund.

Other info and conditions

N/A

Mistaken payment

A payment that wasn't sent to the right person or account because you gave us the wrong details.

If you’re at fault in some way

If you provided us with the wrong details, then you won’t get a refund from us. 

If you were tricked into giving us the wrong details by a fraudster, then you may get a refund.

When you tell us

There is no time limit.

When we'll make the refund

N/A

Other info and conditions

If you ask us, we'll try to recover the payment from the recipient's bank. We'll let you know if you need to cover our reasonable costs for doing this. If we are not able to get your money back and you want to try to get it back yourself, you can ask us to ask for the recipient’s details from their bank.

A payment where you're tricked into sending money to a fraudster 

This is where you:

Either intended to send money to a particular person, but you were tricked into sending money to someone else; or sent money to someone for what you thought was a genuine purpose, but which was actually fraudulent.

If you’re at fault in some way

If, taking everything into account when the payment was made, we find you should've known you were being tricked into sending money to a fraudster you won’t get a refund.

When you tell us

There is no time limit.

When we'll make the refund

If you're entitled to a refund, we'll give this to you without delay.

Other info and conditions

To decide whether to give a full or partial refund, we'll look at each case on its merits and apply industry standards. We will let you know, usually no later than 15 business days after the day you told us. It may take longer in exceptional cases.

Where you aren’t due a refund, if you ask us, we'll try to recover the payment from the recipient's bank. We'll let you know if you need to cover our reasonable cost for doing this. If this doesn’t work and you want to try to get your money back, you can ask us to get details of the recipient from the recipient's bank.

'Card on file' payments

This is where you didn't agree the exact amount of the payment when you authorised it and the amount charged was more than you reasonably expected, taking into account your previous spending patterns and the particular circumstances.

This covers situations such as when you provide your card for car hire or to pay for hotel expenses and don’t know the exact amount you’ll be charged when you authorise the payment.

If you’re at fault in some way

N/A

When you tell us

No refund will be made if we're told more than 8 weeks after the payment hits your account.

When we'll make the refund

We'll investigate your claim and may ask for more information about the payment and what happened.

We'll make the refund, or tell you why we won't make it, within 10 business days from the date we get your claim or any information we've asked for.

Other info and conditions

We won't give you a refund if: you gave consent for the payment directly to us, and at least four weeks before the payment was made, we or the retailer gave you (or made available) information about the transaction.

Unauthorised remote payments to a retailer

This is where there is unauthorised use of your payment device to pay a retailer for goods or services (except financial services) remotely (i.e. online or by phone).

If you’re at fault in some way

N/A

When you tell us

If you tell us within 13 months and you're entitled to a refund, we'll give you one automatically.

If you tell us after 13 months, we'll need to investigate before giving a refund.

When we'll make the refund

We’ll refund you before the end of the business day after you tell us (provided you tell us within 13 months), but not if we reasonably suspect fraud.

If you tell us after 13 months, we'll refund you once we have completed the investigation and decided we should make a refund. 

Other info and conditions

N/A

What we mean by ‘business day’

This is Monday to Friday (excluding public holidays in England and Wales).

What we’ll refund 

If we make a refund for any reason, we'll put you in the position you would've been in if the payment hadn't been made. This means we'll give back the amount of the payment and any interest we've charged you or interest we would've paid you.

We can take a refund back

If we discover that you weren't entitled to a refund after we've given it to you, we'll take it back. If we take back a refund, we'll put your account in the position it would have been in had we not provided a refund in the first place. This may include adjusting any interest added to your account.

Paying money into your account

Simple but important

You can only pay money into your account by making a payment from another account you have with us or directly from another bank in the UK in pounds sterling (not by cheque). Any payment we receive for you will be added to your account and ready for you to use immediately.

There are some exceptions

We won't accept a payment into your account if we have good reasons not to.  For example, we won’t accept a payment if we reasonably believe that:

  • it might be contrary to a legal or regulatory requirement that applies to us or any group company; or
  • there is fraud or criminal activity on your account. 

Mistakes can happen (although we do our best to avoid them)

If we pay money into your account by mistake for any reason, we'll take it back as soon as we realise we're at fault.

If we're told that a payment was paid into your account by mistake (e.g. if the payer used the wrong account details when making the payment), we'll contact you to let you know. The following will apply:

  • If you got the payment in the past 2 months, we'll block access to funds of an equal amount for 15 business days and tell you we've done this. During this time, you'll need to confirm that the payment was meant for you or we'll return it to the paying bank. 
  • If you got the payment more than 2 months ago, we'll contact you before we block access to the funds or return them to the paying bank.

Helping others get their money back

If you tell us that the payment wasn't a mistake, we're legally required to share all relevant information we hold with the paying bank, if it asks us for this. This is so that the payer can try to get the payment back from you directly. The information we share will include your name and address and information about the payment.

What about set-off?

If you have money in an account we may 'set it off' against any amount you owe us or any group company which is due for payment. 

For example, if you have £500 in your ‘My Holiday’ account and you owe us £200 on another account, we may use £200 from the ‘My Holiday’ account to repay the amount you owe us. 

We'll always write to you before we use our right of set-off. We'll only use this right if we think it's reasonable, taking into account your circumstances and any regulatory requirements. For example, we'll take into account whether you're likely to have enough money to meet essential living expenses.

We can use money in your account even if there's a court decision against you or you're fined (including interest arising after the date of the decision or fine), except where we're prevented by the court or by law. 

Rarely, we receive legal instructions or notices to hold a customer’s money for, or to pay it to, someone else. If this happens, we won't set-off against the money we've been told to hold for someone else.

How far and wide is the set-off right?

Amounts owed to us and due for payment include any amounts owed under a loan, credit card, mortgage or overdraft which have become due for repayment and which you have not repaid on time.

As set-off applies to any group company, if you have £10,000 in an account with us and you owe £1,000 to another group company, we can take £1,000 from your account to pay off the overdue amounts you owe (even if you owe that amount to the group company jointly with another person).

Staying in the picture

Rates and charges

Our standard charges are in the Legal section of the app and online at chase.co.uk

If there are any charges for other services we'll always get your agreement to pay them before we provide the service. We may also charge an administration fee, up to the maximum permitted by law, if we have to do anything to comply with a court order on your account(s) e.g. a child maintenance order.

You are responsible for managing your tax affairs. Please note that there may be taxes or costs which apply to you that aren't charged by us or paid through us.  

Managing your accounts

We'll give you a statement each month showing payments in and out, any interest we've paid and any interest or charges we've taken from your account. You'll find your statements in the Profile section of the app. We won't change or delete any transaction information after we upload it to the app. 

You'll also be able to check the state of your account at any time using the app. We'll send you a reminder each month to check this information.

In addition, we'll provide you with a summary of any charges on your accounts every 12 months from account opening and a closing statement when you close an account. 

We'll also provide tools in the app allowing you to review your transactions and spending across different time periods.  

We'll do what we reasonably can to make sure these tools work as described. However, you shouldn't rely on them and you should check your accounts frequently to make sure any tools work as you expect, as we are not responsible if they don't.

Changes and ending our agreement

As this agreement may last a long time, we're likely to need to make changes as we develop our services, our business changes and things happen that we don’t control. 

Why we might make changes

We might make changes due to:

  • Changes in law or regulations
  • Decisions or recommendations we have to follow (such as those made by a Court or one of our regulators)
  • New industry guidance and codes of practice

An example of what we mean in practice could be that the Financial Ombudsman might make a decision about one customer which impacts other customers.

  • Changes in the Bank of England base rate, other market rates and indices or tax rates

An example of what we mean in practice could be that if these rates increase or decrease that might have an impact on the interest rate we pay you (when you hold money in an account) or you pay us (when you borrow money from us).

  • Changes in the costs of providing the account.

An example of what we mean in practice could be that if our operating costs increase we may allocate a proportion of these to customers.

  • Changes to systems, services or facilities we use, including the introduction of new ones 
  • New ways of managing the account because of technology

An example of what we mean in practice could be that we might make changes because we've added new functionality to the Chase app or on an account.

We’ll only make changes for these reasons if it’s reasonable for us to pass the impact of that change on to you. In all cases, we'll always be proportionate in how we respond to a change.

We can't predict exactly why we might need to make changes in future, so we may also make changes for reasons that aren't covered here. In particular, we may also: 

  • make changes for a specific reason that isn't explained in this section where it's reasonable or valid for us to do this. 
  • make changes without giving you a reason. If we do this, we'll always explain how it impacts you, and allow you to close your accounts as well as any related services free of charge before they happen. 

How we'll tell you about changes

If we make a change to your disadvantage then we'll give you advance notice so you can end the agreement or switch your account.

If we increase the interest rates we pay you, we’ll give you notice no more than 30 days after the change.

For all other changes, we’ll give you at least two months' notice before the change takes effect unless we’re allowed to provide less notice, in which case not less than seven days’ notice before the change takes effect.

Your rights when we tell you about a change

If we give advance notice that we’re going to make a change to this agreement and you don’t tell us that you want to close your account before it takes place, or within the next 60 days (if longer), then we’ll treat you as having accepted the change and it will apply automatically at the end of the notice period.

If you tell us that you don't want to accept the change, then you can close your account without charge.

Closing your account 

This agreement will last until one of us ends it. This section shows how and why you and we can end the agreement, stop providing services or close an account. You can do this without charge by contacting us.

If you want to end the agreement

You can end the agreement for any reason by contacting us at any time. 

If we want to end the agreement 

We can end the agreement immediately without advance notice if you:

  • seriously or persistently break this agreement; 
  • are no longer (or were not) entitled to have your account or the service;
  • act abusively, offensively or violently towards our staff (including anyone acting on our behalf);
  • have provided us with any false information; or
  • haven’t provided us with adequate information that we’ve reasonably requested to comply with our legal or regulatory requirements.

We can also end the agreement immediately without advance notice if we reasonably believe that:

  • you are using an account, service or money illegally or fraudulently; 
  • you're using the account for a purpose not covered by this agreement;
  • keeping your account open would cause us (or a group company) to be in breach of a legal or regulatory requirement; 
  • you're involved in criminal activity; or
  • there's been a breach of security or misuse of your account, security credentials or payment device.

If we have any other reason to end the agreement, we will give you at least 2 months’ advance notice. 

What happens next?

If you or we close an account or end the agreement, we'll send you any money in it (plus any interest we owe you) when everything you owe us has been paid. This includes any card payments, charges and interest which haven't yet been applied to your account.

You must cancel any payments into and out of your account.

If your relationship with us ends, you can ask us for copies of any documents that were uploaded to the app as well as your transaction information for the previous six years.

What happens if you just stop using your account?

If you haven't used the app or any accounts for 14 months, we may restrict payments into or out of them and suspend access to the app to protect you and us against fraud.  We'll try to let you know before we do this. You can get access back by contacting us. 

If there's no activity on one of your accounts for 14 months, then we may close it or transfer the funds to another active account you hold with us.

Using third parties

What is a third-party provider (TPP)?

A TPP is authorised by or registered with the FCA, another EEA regulator (having notified the FCA that it would like to continue to conduct business in the UK, in the manner required by law) or otherwise permitted by law to access information and make payments on online payment accounts operated by other providers (such as us and other banks, building societies and credit card issuers) and has your permission to do this.

An EEA regulator is a regulator in a member state of the European Union, Iceland, Liechtenstein or Norway.

You want to use a TPP

If you use a TPP, this agreement will still apply to you, in addition to any agreement you might make with the TPP. 

Following your authorisation, we'll allow the TPP access to account information and you'll be able to make any payments through the TPP that you'd be able to make if you were dealing with us online. Account information will include details about who you make payments to and receive payments from. 

You must check from the information the TPP has to give you that they're authorised. If you give your security credentials to an unauthorised third party, we'll assume it's you that's authorising us to give access to information about your accounts and you'll be responsible for any payments made as a result. If we're aware that an unauthorised third party is using your security credentials, we'll block access to your accounts. 

To protect you, we may refuse to allow a TPP to access your account if we're concerned that the TPP is unauthorised or acting fraudulently. We'll tell you if we do this, unless it would be unlawful or would compromise our reasonable security measures.

If you think a payment made through a TPP was unauthorised or incorrect, you must contact us as soon as you can.

You want someone else to operate your account for you

You can appoint another person to operate your account for you. To do this, you'll need to provide us with a Power of Attorney signed by you. Sometimes another person may also be appointed to act for you. This could happen if you're unable to operate your account yourself, for example because you have a mental incapacity. As long as we receive the correct legal documentation confirming the appointment, we'll allow that other person to operate your account. Until we've received these documents we won't allow any other person to give instructions on the account, for example to make a payment or close it.

If we know that a person's legal authority to act for you has ended, we won't accept an instruction from them about your account.  

These conditions apply to any person allowed or appointed to use your account, but you'll be responsible for everything they do even if they make you breach the agreement.

Sweeping up – but still important

Information exchange

If we make a reasonable request for information, you must give it to us as soon as possible. If you don’t, or we suspect fraudulent or criminal activity, then:  

  • we might try to get it from another source; 
  • we could block or close your account(s); or
  • you might not be able to access some banking services or keep banking with us.

You must make sure the information you give us is accurate and up to date and tell us if anything changes within 30 days (such as any email address or phone number you've given us). You can update these details through the app or by contacting us. 

Our Privacy Policy explains how we'll use your information. We'll also give information to others if we are required to do so by law or public duty (e.g. if we believe you may have tax obligations in other countries, we may have to disclose that information directly to tax authorities) or if we need to disclose to protect our own interests (e.g. in any legal proceedings) or we have your specific agreement.

Right to deduct tax

We may withhold or deduct tax from any payment to you if we are required to do so to comply with law. If we do, you'll be entitled to the payment after we've made the deduction.

Transferring this agreement

We can transfer all of our rights and obligations under this agreement and in relation to your account to any group company or any other company, but we'll only transfer obligations to someone we reasonably consider capable of performing them and who has the appropriate regulatory permission.  This won’t reduce any of your rights in relation to your account. 

You can't transfer any of your rights and obligations in relation to the agreement, your account, or your account itself, to any other person. This means that you cannot use your account as security for money you borrow from someone else.

Consent 

You explicitly consent to us accessing, processing, and retaining any information you provide to us, for the purposes of providing payment services to you. This doesn't affect any rights and obligations you or we have under data protection legislation. You may withdraw this consent by closing your account. If you do this, we'll stop using your data for this purpose, but may continue to process your data for other purposes. 

When things go wrong that are out of our control 

We won't be responsible for any losses to you if we can't perform our obligations under this agreement because of: 

  • abnormal or unforeseeable circumstances beyond our control (or the control of any third parties acting for us, such as agents and sub-contractors), the consequences of which were unavoidable despite all efforts to the contrary, for example the failure of a payments system that prevents us from sending or receiving money; or
  • any legal or regulatory requirements that apply to us.

If there's a dispute between us

English law applies to this agreement and any dealings we had before you and we entered into this agreement.

The courts of England and Wales have jurisdiction to hear any disputes about this agreement, unless you live in another part of the UK in which case any disputes may be brought in that part of the UK.

Other information you should know

Making a complaint

If you're unhappy with our service for any reason, please contact us through the app or online at chase.co.uk/support/contact-us/

We’ll aim to provide you with a decision as soon as we can. Further details about our complaints process are available at chase.co.uk/support/complaints and below.

How to make a complaint

To make a complaint, please get in touch with us via ‘Support’ in the app. We’ll speak to you about your complaint and work together to try and find a resolution. Alternatively, you can write to us at Freepost Banking Operations, PO Box 17507, Edinburgh, EH12 1PX.

What happens next?

If we can, we’ll resolve your complaint within the first 3 working days after you tell us and send you a Summary Resolution Communication. However, sometimes we might need a little more time. If this happens we’ll send you an acknowledgement within 5 working days, although we’ll try to do it sooner.

Keeping you up-to-date

We’ll aim to resolve your complaint as quickly as possible, but for most complaints it could take up to 8 weeks. If your complaint is payment related, we’ll aim to find a solution within 15 days. In exceptional circumstances we may extend that up to 35 days. We'll send you a Final Response which will explain our investigation and resulting resolution.

Your rights with the Financial Ombudsman Service

If you’re unhappy with how we’ve dealt with your complaint, you can ask the Financial Ombudsman Service to look into it for you.  They’ll do so free of charge – but you must contact them within 6 months of our response.

They can be contacted using the following details:

Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR

Tel: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk.

If you would like further information about the Financial Ombudsman Service, you can find it on their website at http://www.financial-ombudsman.org.uk (Opens in new window).

If you don't think we've met our legal requirements, you can also submit information about this to one of our regulators, the Financial Conduct Authority. 

Financial Conduct Authority

12 Endeavour Square, London, E20 1JN

0800 111 6768 or 0300 500 8082

consumer.queries@fca.org.uk

http://www.fca.org.uk (Opens in new window)

Information about compensation arrangements 

We are covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations. In respect of deposits, an eligible depositor is entitled to claim up to the current FSCS limit for deposits. For more information about the scheme (including the current limits, amounts covered and eligibility to claim) please contact us, visit the FSCS website www.fscs.org.uk (Opens in new window) or contact the FSCS on 020 7741 4100 or 0800 678 1100. Please note only compensation related queries should be directed to the FSCS.

Our authorisation details

J.P. Morgan Europe Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 124579. You can check these details by visiting the Financial Conduct Authority's websitehttp://www.fca.org.uk (Opens in new window)or contacting them on 0800 111 6768. 

J.P. Morgan Europe Limited is a company incorporated under the laws of England and Wales with company registration number 00938937 and its registered office at 25 Bank Street, Canary Wharf, London, E14 5JP, United Kingdom. J.P. Morgan Europe Limited's registered VAT Number is: GB 397 2498 93.