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Canada Complaint Handling Procedures

 

Canada Consumer Card

 

Introduction

These Complaint Handling Procedures have been developed to address complaints made to J.P. Morgan Chase Bank, N.A., Toronto Branch regarding Canada Consumer Card (JPM Canada). JPM Canada is committed to complying with all applicable laws and regulatory requirements, dealing with complaints in a timely and fair manner and providing resolution as appropriate, and offering excellent customer experience.

 

Process for Complaints

 

Steps:

  1. If you are not satisfied with a product or service that we offer or provide, or the manner in which we do it, please notify the J.P. Morgan Executive Office as soon as the problem arises, by phone or fax. J.P. Morgan Executive Office will attempt to resolve or close your complaint within 14 days. You can contact the J.P. Morgan Executive Office as follows:

     

    Mailing Address:

    Chase Card Services Executive Office
    3415 Vision Drive OH4-7120
    Columbus, OH 43219

     

    Telephone: Canada and U.S.: 1-888-795-0568 (English and French)

    Fax: 1-847-787-5509

     

    Once we receive your complaint, we will provide you with a written acknowledgment of receipt, together with a copy of these procedures.

     

  2. If you are not satisfied with the resolution offered to you by the J.P. Morgan Executive Office, you can ask that person to escalate your complaint to a Complaints Officer at JPM Canada. Your complaint will also be escalated to a Complaints Officer at JPM Canada if the J.P. Morgan Executive Office is unable to resolve or close the complaint within 14 days.

     

  3. If your complaint has not been resolved to your satisfaction after following steps 1 and 2 of this complaint process, you may ask to have the complaint sent to the Complaints Officer at JPM Canada to be escalated to JPM Canada’s Chief Complaints Officer.

     

  4. If you are not satisfied with our decision or 56 days have passed since we received your complaint and we have not issued a decision, you may refer your complaint to the Ombudsman for Banking Services and Investments (OBSI), an independent body appointed to resolve disputes between financial institutions and their clients and/or the Financial Consumer Agency of Canada (FCAC), at:

     

Ombudsman for Banking Services and Investments

Mailing Address:

20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3

Toll-free phone: 1-888-451-4519
Phone: 416-287-2877
Teletypewriter (TTY): 844-358-3442
Fax: 888-422-2865 or 416-225-4722
Email: ombudsman@obsi.ca
Website: www.obsi.ca/en/index.aspx

 

If you refer your complaint to OBSI, we will provide OBSI with a copy of the relevant information relating to your complaint after OBSI notifies us that it has received the complaint.

 

 

Financial Consumer Agency of Canada

The FCAC supervises all federal financial institutions, including JPM Canada, to ensure compliance with federal consumer protection laws and with industry consumer provisions and voluntary codes of conduct. You may contact the FCAC at:

 

Mailing Address:

Financial Consumer Agency of Canada
427 Laurier Ave., West, 5th Floor
Ottawa, ON K1R 1B9

Telephone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Website: www.fcac-acfc.gc.ca

 

 

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.

 

Mailing Address:

Notification Officer
Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec
K1A 1H3

Toll-free phone: 1-800-282-1376
Phone: 819-994-5444
TTY: 1-819-994-6591
Website: www.priv.gc.ca