J.P. Morgan Europe Limited

Financial Ombudsman decision DRN-6086223 Upheld

Upheldoutcome, as published by the Ombudsman

£60redress stated in the decision

Thu Mar 05deadline to accept (not the decision date)

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Complaint handling, Service failure

In the Ombudsman’s words

Mr K has raised a number of issues, including that emails were blocked, emails were not always responded to, in-app webchats weren’t always answered; he had difficulties using Chase’s app and holding letters were signed off by someone who was not handling the complaint.Complaint handling

Chase did accept there were service failings during Mr K’s in-app chat on 3 March 2025 and 8 March 2025 and apologised for the service Mr K received.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-6086223.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.