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Resolving Your Complaint

We Value Providing Great Service

At Chase Card Services, we will handle your concerns efficiently, professionally and respectfully. Providing outstanding client services is our priority and if you are not satisfied we want to know about it. We encourage you to contact us, either by telephone, email, mail or fax.

Here is a quick reference guide to share your concerns and feedback.

Step One: Contact our Cardmember Services Staff

If you have a concern, please call our Cardmember Services staff using the number on the back of your card. If you do not have your card near by, please visit the Customer Service section on www.chase.ca for our contact numbers. If the Cardmember Services staff is not able to resolve your concern, your concern will be referred to a Supervisor.

Step Two: Contact our Executive Office Team

If our Cardmember Services staff or appropriate department Supervisor has not adequately addressed your concern, please contact our Executive Office team at:

- Mail
Chase Canada Card Services Executive Office
Post Office Box 9435, Station 'T'
Ottawa, ON K1G 3V1

-Fax
613-748-6458
Chase Canada is committed to maintaining the confidentiality of our customers' personal information. Therefore, we ask that you do not send confidential or personal information such as social insurance number, date of birth, or account number to us via email or fax. If you prefer to include personal information, please enroll into Chase Canada Online secure account management website www.online.chasecanada.ca to send us a secure correspondence.

- Email
CCS-ExecutiveOffice-Canada@chase.com
We will contact you in writing or by phone when we have received your complaint. Once you have made a complaint you can follow up on its status by calling the number on the back of your card.

Step 3: Write to the JPMC Ombudsman Office

If, after speaking with our Cardmember Services staff and our Executive Office team, you feel your concern still remains unresolved, please write to the JPMorgan Chase Ombudsman Office at:

- Mail
JPMC Ombudsman Office
Attention: Deputy Ombudsman
JPMorgan Chase Bank, N.A.
2220 Walkley Rd, 1st Floor
Ottawa, On K1G 5L2

-Fax
1-877-919-3589

Step 4: Contact the Ombudsman for Banking Services and Investments

If the JPMC Ombudsman Office is unable to satisfy your concern or if the Executive Office has taken more than 90 days to resolve your complaint, you have the right to contact the Ombudsman for Banking Services and Investments at:

-Mail
Ombudsman for Banking Services and Investments (OBSI)
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, Ontario M5H 2Y4


Telephone: 1-888-451-4519

-Fax: 1-888-422-2865

E-mail: ombudsman@obsi.ca
Web site:http://www.obsi.ca/

Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) supervises all federally regulated financial institutions to ensure they comply with federal consumer protection provisions. It also educates consumers and monitors industry codes of conduct and public commitments designed to protect consumer interests.

For example, we must disclose information about interest rates and service fees and provide you with certain information in your account statement. If you have a complaint about JPMorgan Chase Bank, N.A., you may file a written complaint with the Financial Consumer Agency of Canada at:

-Mail
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9

-Web
www.fcac-acfc.gc.ca/eng/

Office of the Privacy Commissioner of Canada

If you have a complaint about possible mishandling of your personal information, you have the right to raise that complaint at any time with the Office of the Privacy Commissioner of Canada.

-Mail
Notification Officer
Office of the Privacy Commissioner of Canada
112 Kent Street
Place de Ville
Tower B, 3rd Floor
Ottawa, Ontario
K1A 1H3

-Phone
Telephone: 1-800-282-1376

-Web
Web: www.priv.gc.ca/

Important information for Chase customers in the United States

The Complaints Process outlined above is for customers who have a credit card account issued by Chase Card Services Canada (JPMorgan Chase Bank, N.A.). If your account is issued by Chase Card Services in the United States (Chase Bank USA, N.A.), please contact customer service or write to the address listed below.

Chase Card Services Executive Office
2500 Westfield Drive, Mail Code: IL1-6215
Elgin, IL 60124 USA