Making a complaint

To log 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 using Freepost at Chase UK, PO Box 17507, Edinburgh, EH12 1PX

What happens next?

If we can, we’ll solve your complaint within the first 3 working days and send you a letter. However, sometimes we might need a little more time to investigate thoroughly. If this happens we’ll send you an acknowledgement letter 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 it could take up to 8 weeks. We'll send a Final Response Letter which will explain our investigation and resulting resolution. If your complaint is payment related, we’ll aim to find a solution within 15 working days. In exceptional circumstances we may extend that up to 35 working days.

Your rights with the Financial Ombudsman Service

If you’re unhappy with our decision or you haven’t received a final response after 8 weeks (35 working days for payment-related complaints), 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

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

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