Chase UK Customer Service 2026 — How to Get Help

Part of the Chase UK Bank guide.

Chase UK handles all customer service through its app — there is no general phone number, no email address for standard enquiries, and no physical branches. All support, from account queries to fraud disputes, is managed via in-app chat. This is standard for app-only banks. If you are comfortable navigating an app, Chase’s support is responsive and available around the clock.

Chase UK Support Channels

For simple questions — locating a transaction, understanding a charge, checking your account details — the app’s Help section also contains a searchable FAQ that may answer your question without needing to contact the team.

How to Contact Chase UK via In-App Chat

1. Open the Chase app
2. Tap the profile icon or the menu (three lines or dots, depending on your app version)
3. Select Help or Support
4. Choose Chat with us or Contact us
5. Type your query — a support agent will respond

During UK business hours (Monday–Friday, 9am–5pm), responses typically arrive within a few minutes. Outside these hours, wait times may be longer but support remains available 24/7.

Lost or Stolen Card — What to Do

If your Chase debit card is lost or stolen, act in two steps:

Step 1: Freeze your card instantly

1. Open the Chase app
2. Go to Card or Manage card
3. Tap Freeze card

This blocks all card payments instantly — contactless, online, and in-person — without affecting your account balance, Saver, or existing standing orders. You can unfreeze just as quickly if you find the card.

Step 2: Report and request a replacement

Contact Chase via in-app chat or the emergency phone line shown in the app to:

• Report the card lost or stolen formally
• Request a replacement card (typically delivered in 3–5 working days)
• Dispute any unauthorised transactions you have spotted

Do not wait — if you suspect fraudulent transactions have already occurred, report them immediately. Under the Payment Services Regulations 2017, you are generally not liable for unauthorised transactions if you report them promptly and have not acted negligently.

Suspected Fraud on Your Account

If you see transactions you do not recognise:

1. Freeze the card immediately via the app
2. Review recent transactions — some unfamiliar merchant names are legitimate businesses trading under a different trading name (for example, a subscription service or restaurant group)
3. Contact Chase via in-app chat and state that you believe you have unauthorised transactions — you can also select individual transactions and tap Something wrong? to dispute them in-app
4. Chase must investigate and respond within a reasonable timeframe under FCA rules

Chase UK operates under the PSR’s mandatory APP scam reimbursement rules introduced in October 2024, which require banks to reimburse most victims of authorised push payment fraud — where you were tricked into sending money to a scammer — up to £85,000 per claim. See our safe online banking guide for how to protect yourself before problems occur.

Disputing a Transaction or Requesting a Chargeback

If you made a payment but did not receive the goods or service as described — or if a merchant charged you incorrectly — you may be able to dispute the charge:

1. Open the Chase app and find the relevant transaction
2. Tap the transaction and select Something wrong? or Dispute this transaction
3. Select the reason (goods not received, duplicate charge, incorrect amount, etc.)
4. Chase submits a chargeback request through Mastercard on your behalf

Chargebacks are separate from fraud disputes — they apply to legitimate purchases that went wrong. There are time limits: Mastercard chargebacks must typically be initiated within 120 days of the transaction date. For Chase UK fees and charges that appear unexpectedly on your account, the same dispute process applies.

Making a Complaint to Chase UK

If you are unhappy with Chase’s service, you have the right to make a formal complaint.

Step 1: Contact Chase via in-app chat and state clearly that you wish to make a formal complaint. Provide full details of the issue and what resolution you want.

Step 2: Under FCA rules, Chase must:

• Acknowledge your complaint within 5 business days
• Provide a final written response within 8 weeks

Step 3: If Chase’s response is unsatisfactory, or if 8 weeks pass without a final response, escalate to the Financial Ombudsman Service (FOS) free of charge:

• Website: financial-ombudsman.org.uk
• The FOS can award compensation and order Chase to correct issues
• This service is entirely free to consumers

For a full walkthrough of the UK bank complaints process and your rights at each stage, see our guide to complaining to your bank.

Chase UK vs Other App Banks — Support Comparison

Starling and First Direct stand out for offering 24/7 telephone support — a genuine advantage if you prefer speaking to a person rather than typing. Chase and Monzo are chat-only for routine matters. If phone access is a priority, see our Chase UK review for a full assessment of whether this trade-off is worth it for you.

Closing Your Chase Account

If you decide to leave Chase, the process is:

1. Transfer all money out of your Chase current account and Saver account
2. Cancel or move any direct debits and standing orders — or use the Current Account Switch Service (CASS) to move them automatically to a new bank within 7 working days
3. Contact Chase via in-app chat to request formal account closure

Once closed, your Chase sort code and account number can redirect incoming payments for up to 3 years under CASS rules, giving you time to update anyone paying you.

More from the Chase UK guide:

• Chase UK Review 2026 — Full Assessment
• Chase UK Fees 2026 — Full Breakdown of Charges
• Chase UK Transfer Limit 2026
• Chase UK ATM Withdrawal Limit 2026
• Is Chase UK FSCS Protected?
• How to Complain to Your Bank — UK Guide