Information About Current Account Services

The Financial Conduct Authority requires us to publish the following information about our personal current accounts:

How and when you can contact us to ask about the following things:

24 hour helpTelephoneInternet bankingMobile banking
Contact details0800 376 3333chase.co.uk (Opens in new window)In-app chat
Checking the balance and accessing a transaction historyYesYes - 24 hoursNoYes - 24 hours
Sending money within the UK, including setting up a standing orderYesYes - 24 hoursNoYes - 24 hours
Sending money outside the UKNo - N/ANo - N/ANoNo - N/A
Paying in a chequeNo - N/ANo - N/ANoNo - N/A
Cancelling a chequeNo - N/ANo - N/ANoNo - N/A
Cash withdrawal in a foreign currency outside the UKYesYes - 24 hoursNoYes - 24 hours
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of fundsYesYes - 24 hoursNoYes - 24 hours
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number YesYes - 24 hoursNoYes - 24 hours
Third party access to an account, for example under a power of attorneyNoYes - 8am to 8pmNoYes - 8am to 8pm
Problems using internet banking or mobile bankingYesYes - 24 hoursNoYes - 24 hours
Reporting a suspected fraudulent incident or transactionYesYes - 24 hoursNoYes - 24 hours
Progress following an account suspension or card cancellation, e.g. following a fraud incidentNoYes - 8am to 8pmNoYes - 24 hours
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be availableYesYes - 24 hoursNoYes - 24 hours
Contact details
24 hour help
Telephone0800 376 3333
Internet bankingchase.co.uk (Opens in new window)
Mobile bankingIn-app chat
Checking the balance and accessing a transaction history
24 hour helpYes
TelephoneYes - 24 hours
Internet bankingNo
Mobile bankingYes - 24 hours
Sending money within the UK, including setting up a standing order
24 hour helpYes
TelephoneYes - 24 hours
Internet bankingNo
Mobile bankingYes - 24 hours
Sending money outside the UK
24 hour helpNo - N/A
TelephoneNo - N/A
Internet bankingNo
Mobile bankingNo - N/A
Paying in a cheque
24 hour helpNo - N/A
TelephoneNo - N/A
Internet bankingNo
Mobile bankingNo - N/A
Cancelling a cheque
24 hour helpNo - N/A
TelephoneNo - N/A
Internet bankingNo
Mobile bankingNo - N/A
Cash withdrawal in a foreign currency outside the UK
24 hour helpYes
TelephoneYes - 24 hours
Internet bankingNo
Mobile bankingYes - 24 hours
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds
24 hour helpYes
TelephoneYes - 24 hours
Internet bankingNo
Mobile bankingYes - 24 hours
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number 
24 hour helpYes
TelephoneYes - 24 hours
Internet bankingNo
Mobile bankingYes - 24 hours
Third party access to an account, for example under a power of attorney
24 hour helpNo
TelephoneYes - 8am to 8pm
Internet bankingNo
Mobile bankingYes - 8am to 8pm
Problems using internet banking or mobile banking
24 hour helpYes
TelephoneYes - 24 hours
Internet bankingNo
Mobile bankingYes - 24 hours
Reporting a suspected fraudulent incident or transaction
24 hour helpYes
TelephoneYes - 24 hours
Internet bankingNo
Mobile bankingYes - 24 hours
Progress following an account suspension or card cancellation, e.g. following a fraud incident
24 hour helpNo
TelephoneYes - 8am to 8pm
Internet bankingNo
Mobile bankingYes - 24 hours
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available
24 hour helpYes
TelephoneYes - 24 hours
Internet bankingNo
Mobile bankingYes - 24 hours
Note:This is a list of common actions. It does not represent the full list of queries you can raise in relation to your account.

How and when you can use your bank account to do the following things:

TelephoneInternet bankingMobile banking
Checking the balanceYes - 24 hoursNoYes - 24 hours
Accessing a transaction historyYes - 24 hoursNoYes - 24 hours
Sending money within the UKYes - 8am to 8pmNoYes - 24 hours
Setting up a standing orderYes - 8am to 8pmNoYes - 24 hours
Sending money outside the UKNo - N/ANoNo - N/A
Paying in a chequeNo - N/ANoNo - N/A
Cancelling a chequeNo - N/ANoNo - N/A
Checking the balance
TelephoneYes - 24 hours
Internet bankingNo
Mobile bankingYes - 24 hours
Accessing a transaction history
TelephoneYes - 24 hours
Internet bankingNo
Mobile bankingYes - 24 hours
Sending money within the UK
TelephoneYes - 8am to 8pm
Internet bankingNo
Mobile bankingYes - 24 hours
Setting up a standing order
TelephoneYes - 8am to 8pm
Internet bankingNo
Mobile bankingYes - 24 hours
Sending money outside the UK
TelephoneNo - N/A
Internet bankingNo
Mobile bankingNo - N/A
Paying in a cheque
TelephoneNo - N/A
Internet bankingNo
Mobile bankingNo - N/A
Cancelling a cheque
TelephoneNo - N/A
Internet bankingNo
Mobile bankingNo - N/A
Note:This is a list of common actions. It does not represent the full list of queries you can raise in relation to your account.

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
In the 3 months between 1 April 2024 to 30 June 2024 In the 12 months between 1 July 2023 and 30 June 2024
Total number of incidents reported 28
Incidents affecting telephone banking00
Incidents affecting mobile banking28
Incidents affecting internet banking00
Total number of incidents reported 
In the 3 months between 1 April 2024 to 30 June 2024 2
In the 12 months between 1 July 2023 and 30 June 20248
Incidents affecting telephone banking
In the 3 months between 1 April 2024 to 30 June 2024 0
In the 12 months between 1 July 2023 and 30 June 20240
Incidents affecting mobile banking
In the 3 months between 1 April 2024 to 30 June 2024 2
In the 12 months between 1 July 2023 and 30 June 20248
Incidents affecting internet banking
In the 3 months between 1 April 2024 to 30 June 2024 0
In the 12 months between 1 July 2023 and 30 June 20240

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available at https://www.jpmorgan.com/disclosures/POC_Required_Data. (Opens in new window)

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/ (Opens in new window)

Opening a current account with us

Go to 'How to open a current account' section below to find out how you can open an account, and what information and documents you need to give us to open an account.

How quickly do we open personal current accounts?

We give customers an account number and enable them to start paying into the account:

  • the same day, for 94% of customers;
  • on average, in 1 day; and
  • within 5 days for 99% of customers.

These figures are based on the time taken from our receiving all the information and documents we ask for in 'How to open a current account' section below, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

  • the same day, for 0% of customers;
  • on average, in 5 days; and
  • within 11 days for 99% of customers.

Customers can immediately use card details from the app to make purchases online and can add details to a digital wallet to shop in-store.

How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

  • the same day, for 100% of customers;
  • on average, in 0 days; and
  • within 0 days for 99% of customers.

Replacing a debit card

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

  • the same day, for 0% of customers;
  • on average, in 4 days; and
  • within 11 days for 99% of customers.

Customers can immediately use card details from the app to make purchases online and can add details to a digital wallet to shop in-store.

How to open a current account

To open a current account, a new customer will need a smartphone and to provide us with a picture of valid photo ID (passport, UK driving licence, or EU national identity card) and a selfie. We'll also need information such as a customer's home address, verified email address, citizenship/tax residency and details of employment status, income and expenditure. We may request additional information or documents in individual cases.

You can open this account:

without visiting a branch

Yes

where a visit to a branch is required, without an appointment

N/A

by sending us documents and information electronically

Yes

by post

No

without visiting a branch

Yes

where a visit to a branch is required, without an appointment

N/A

by sending us documents and information electronically

Yes

by post

No

The requirement to publish the Competition and Markets Authority independent service quality survey results for personal current accounts can be found here.