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 help?TelephoneInternet bankingMobile 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
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

Note: this is a list of common queries. 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 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

Note: this is a list of common actions. It does not represent the full list of actions you can take 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 July 2023 and 30 September 2023In the 12 months between 1 October 2022 and 30 September 2023
Total number
3
8
Affecting telephone banking
0
0
Affecting mobile banking
3
8
Affecting internet banking
0
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 (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 97% of customers;

  • on average, in 0 days; and

  • within 1 day 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 4 days; and

  • within 16 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, email, citizenship/tax residency and employment status. We may request additional information or documents in individual cases.

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