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 help | Telephone | Internet banking | Mobile banking | |
|---|---|---|---|---|
| Contact details | 0800 376 3333 | chase.co.uk | In-app chat | |
| Checking the balance and accessing a transaction history | Yes | Yes - 24 hours | No | Yes - 24 hours |
| Sending money within the UK, including setting up a standing order | Yes | Yes - 24 hours | No | Yes - 24 hours |
| Sending money outside the UK | No - N/A | No - N/A | No | No - N/A |
| Paying in a cheque | No - N/A | No - N/A | No | No - N/A |
| Cancelling a cheque | No - N/A | No - N/A | No | No - N/A |
| Cash withdrawal in a foreign currency outside the UK | Yes | Yes - 24 hours | No | Yes - 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 | Yes | Yes - 24 hours | No | Yes - 24 hours |
| A direct debit, or allowing someone to collect one or more payments from your account using your debit card number | Yes | Yes - 24 hours | No | Yes - 24 hours |
| Third party access to an account, for example under a power of attorney | No | Yes - 8am to 8pm | No | Yes - 8am to 8pm |
| Problems using internet banking or mobile banking | Yes | Yes - 24 hours | No | Yes - 24 hours |
| Reporting a suspected fraudulent incident or transaction | Yes | Yes - 24 hours | No | Yes - 24 hours |
| Progress following an account suspension or card cancellation, e.g. following a fraud incident | No | Yes - 8am to 8pm | No | Yes - 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 | Yes | Yes - 24 hours | No | Yes - 24 hours |
| Contact details | |
|---|---|
| 24 hour help | |
| Telephone | 0800 376 3333 |
| Internet banking | chase.co.uk |
| Mobile banking | In-app chat |
| Checking the balance and accessing a transaction history | |
| 24 hour help | Yes |
| Telephone | Yes - 24 hours |
| Internet banking | No |
| Mobile banking | Yes - 24 hours |
| Sending money within the UK, including setting up a standing order | |
| 24 hour help | Yes |
| Telephone | Yes - 24 hours |
| Internet banking | No |
| Mobile banking | Yes - 24 hours |
| Sending money outside the UK | |
| 24 hour help | No - N/A |
| Telephone | No - N/A |
| Internet banking | No |
| Mobile banking | No - N/A |
| Paying in a cheque | |
| 24 hour help | No - N/A |
| Telephone | No - N/A |
| Internet banking | No |
| Mobile banking | No - N/A |
| Cancelling a cheque | |
| 24 hour help | No - N/A |
| Telephone | No - N/A |
| Internet banking | No |
| Mobile banking | No - N/A |
| Cash withdrawal in a foreign currency outside the UK | |
| 24 hour help | Yes |
| Telephone | Yes - 24 hours |
| Internet banking | No |
| Mobile banking | Yes - 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 help | Yes |
| Telephone | Yes - 24 hours |
| Internet banking | No |
| Mobile banking | Yes - 24 hours |
| A direct debit, or allowing someone to collect one or more payments from your account using your debit card number | |
| 24 hour help | Yes |
| Telephone | Yes - 24 hours |
| Internet banking | No |
| Mobile banking | Yes - 24 hours |
| Third party access to an account, for example under a power of attorney | |
| 24 hour help | No |
| Telephone | Yes - 8am to 8pm |
| Internet banking | No |
| Mobile banking | Yes - 8am to 8pm |
| Problems using internet banking or mobile banking | |
| 24 hour help | Yes |
| Telephone | Yes - 24 hours |
| Internet banking | No |
| Mobile banking | Yes - 24 hours |
| Reporting a suspected fraudulent incident or transaction | |
| 24 hour help | Yes |
| Telephone | Yes - 24 hours |
| Internet banking | No |
| Mobile banking | Yes - 24 hours |
| Progress following an account suspension or card cancellation, e.g. following a fraud incident | |
| 24 hour help | No |
| Telephone | Yes - 8am to 8pm |
| Internet banking | No |
| Mobile banking | Yes - 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 help | Yes |
| Telephone | Yes - 24 hours |
| Internet banking | No |
| Mobile banking | Yes - 24 hours |
How and when you can use your bank account to do the following things:
| Telephone | Internet banking | Mobile banking | |
|---|---|---|---|
| Checking the balance | Yes - 24 hours | No | Yes - 24 hours |
| Accessing a transaction history | Yes - 24 hours | No | Yes - 24 hours |
| Sending money within the UK | Yes - 8am to 8pm | No | Yes - 24 hours |
| Setting up a standing order | Yes - 8am to 8pm | No | Yes - 24 hours |
| Sending money outside the UK | No - N/A | No | No - N/A |
| Paying in a cheque | No - N/A | No | No - N/A |
| Cancelling a cheque | No - N/A | No | No - N/A |
| Checking the balance | |
|---|---|
| Telephone | Yes - 24 hours |
| Internet banking | No |
| Mobile banking | Yes - 24 hours |
| Accessing a transaction history | |
| Telephone | Yes - 24 hours |
| Internet banking | No |
| Mobile banking | Yes - 24 hours |
| Sending money within the UK | |
| Telephone | Yes - 8am to 8pm |
| Internet banking | No |
| Mobile banking | Yes - 24 hours |
| Setting up a standing order | |
| Telephone | Yes - 8am to 8pm |
| Internet banking | No |
| Mobile banking | Yes - 24 hours |
| Sending money outside the UK | |
| Telephone | No - N/A |
| Internet banking | No |
| Mobile banking | No - N/A |
| Paying in a cheque | |
| Telephone | No - N/A |
| Internet banking | No |
| Mobile banking | No - N/A |
| Cancelling a cheque | |
| Telephone | No - N/A |
| Internet banking | No |
| Mobile banking | No - N/A |
Information about operational and security incidents
| In the 3 months between 1 July 2024 to 30 September 2024 | In the 12 months between 1 October 2023 and 30 September 2024 | |
|---|---|---|
| Total number of incidents reported | 2 | 7 |
| Incidents affecting telephone banking | 0 | 0 |
| Incidents affecting mobile banking | 2 | 7 |
| Incidents affecting internet banking | 0 | 0 |
| Total number of incidents reported | |
|---|---|
| In the 3 months between 1 July 2024 to 30 September 2024 | 2 |
| In the 12 months between 1 October 2023 and 30 September 2024 | 7 |
| Incidents affecting telephone banking | |
| In the 3 months between 1 July 2024 to 30 September 2024 | 0 |
| In the 12 months between 1 October 2023 and 30 September 2024 | 0 |
| Incidents affecting mobile banking | |
| In the 3 months between 1 July 2024 to 30 September 2024 | 2 |
| In the 12 months between 1 October 2023 and 30 September 2024 | 7 |
| Incidents affecting internet banking | |
| In the 3 months between 1 July 2024 to 30 September 2024 | 0 |
| In the 12 months between 1 October 2023 and 30 September 2024 | 0 |
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.
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/
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 96% 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 6 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 6 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.