JPMC Office of the Ombudsman

Transcription

1 Office of the Mandate Resolving Your Complaint

2 Mandate Resolving Your Complaint The independently reviews and investigates complaints made by customers that remain unresolved after going through the complaint process with Chase. The acts as an independent mediator and makes recommendations to the customer and/or Chase to achieve a resolution that is fair to both parties. The requires that all complaints be submitted in writing. Most complaints are effectively resolved through the first point of contact with Chase s Cardmember Service Staff. If a customer contacts the before being provided a final response from the lower tiers of the organization s established complaints handling process, the office will refer the complaint to the appropriate channel for handling within Chase. The may, in unusual circumstances, open an investigation without Chase having provided a final response to the customer. The will determine whether the complaint falls within his/her mandate. The also has the discretion not to investigate a complaint. If the complaint does not fall within the mandate of the Office, the will send a letter to the customer explaining the decision not to investigate. Following the initial review of the complaint, the may recommend that the complaint be dealt with by another venue such as the Executive Office of Chase, partners of the Bank or the courts. 1 The is not bound by any previous recommendation made by the Bank. The may recommend a settlement of a complaint. If Chase and the customer agree to a settlement, the will require a signed release form by both parties to honor any adjustments deemed applicable to the account or other form of resolution. If the requires more than 90 calendar days to fully investigate a complaint, he/she will inform the customer by letter or telephone and provide an estimated timeframe to fully review and assist in the resolution to the complaint. In 2005, under the Chase brand, JPMorgan Chase Bank N.A. entered Canada to offer Card Services with many lines of business. Chase refers to any of JPMorgan Chase Bank current and former employees, agents and service providers. Chase agrees to the same in its dealing with the. The service is confidential, independent and provided without charge.

3 Mandate Our Mandate Outside Our Mandate The will thoroughly investigate and review complaints made against a member firm of J PMorgan Chase Bank, N.A. (Toronto Branch) provided that: Some matters are outside the mandate as they deal primarily with the level of risk to the bank. Banks must carefully manage the risk on the loans and credit cards they approve; therefore the law allows banks to impose certain requirements on borrowers as a condition for granting a loan but only to the extent necessary for the bank to manage the credit risk. Further, the does not investigate and review complaints about the following matters: The customer made a complaint in accordance with the Bank s established complaint handling process and the firm has completed its investigation of the complaint in accordance with its established complaint handling process. The complaint is being pursued reasonably and not in a frivolous, vexatious or threatening manner. Credit Granting Policies and Decisions General Bank Policies (such as annual interest rate, service charges and account closures) Matters in litigation, handled by lawyers or that have already been decided by the courts Transactions for which records no longer exist We may, however, investigate complaints to determine whether the bank adhered to banking policies and procedures. 2

4 Resolving Your Complaint Mandate Resolving Your Complaint Our Role What We Need The is an impartial avenue of appeal available to all customers. We independently review and investigate complaints made by customers that remain unresolved after going through the established complaints handling process with Chase. To effectively review a complaint and respond in a timely manner, The requires the following: How We Can Help We act as an independent mediator and make recommendations to the customer, and/or Chase to achieve a resolution that is fair to all parties concerned. We will not be an advocate for the customer, Chase or any other person. We will also review and determine which complaints fall in our mandate and will not provide any legal, account, investment or other professional advice. Chase offers a four-step complaint handling process outlined in the Resolving Your Complaint brochure: Step One: Contact our Cardmember Services Staff Step Two: Contact our Executive Office Team Step Three: Write to the Office of the Step Four: Write to the of Banking Services and Investments NOTE: The requires all customer complaints to be submitted in writing; unless the customer is unable to, at which point, we will make other arrangements by telephone. 3 Current contact information of the customer writing to the A concise summary of the complaint with key issues identified All relevant dates, places and times in chronological order Copies of all relevant documents to support the complaint The customer s expectation to resolve the complaint

5 Step 1 Step 2 Step 3 Step 4 Review Of A Complaint Initiate Investigation We Complete Our Investigation Resolution The will examine the complaint by reviewing documents, conducting interviews with the customer and/or business firm, examining account information, etc. If we require more than 90 calendar days to fully investigate a complaint, we will inform the customer by letter or telephone and provide an estimated timeframe to fully review and assist in the resolution of the complaint. The concludes the investigation and writes a response outlining the findings of our investigation to the customer and the bank. We will propose any recommendation for resolution if deemed applicable in our final letter issued to both parties. Our Office will acknowledge the receipt of a complaint and review the case details to determine whether the complaint falls within our mandate. We will send the customer the and the Case File Number and ask that they review and sign the letter to indicate agreement to the terms. Within 5 Business Days Once we receive the signed consent of our terms, the may reach out to the customer and/or the Bank to begin reviewing the complaint. Within 30 Calendar Days (Of receiving the signed consent) Within 90 Calendar Days (Of receiving the signed consent) Step 5 Consider Our Recommendation The may recommend the settlement of a complaint. If Chase and the customer agree to a settlement, the will require a signed release form from both parties to honor any adjustments deemed applicable to the account or other form of resolution. A customer has the right to appeal the s decision to the for Banking Services and Investments (OBSI). We provide the contact information for OBSI in our written response. 4

6 Ms. H received a call from Chase s Fraud department about a charge on her account that seemed unusual in nature from her regular purchasing pattern. She denied having made the purchase and stated that she had never received the merchandise billed to her account either. Chase s fraud department completed an internal review of her complaint and took several factors into consideration. One key factor was that the merchant provided the bank with a proof of delivery disputing the customer s claim that the merchandise was not received. In light of this information, the fraud department declined the customer s claim and deemed the balance legitimate. The customer complained to the next tier of the complaints handling process and after further verification, the denied claim was upheld. The customer felt the only other option at her disposal was to contact the for further assistance. The s role is to safeguard customer interests, all the while ensuring they are treated fairly and provided transparency while adhering to the established complaints handling process within the bank. 5 The reviewed all information provided by both the customer as well as the file held by the bank. In reviewing all the details included in the initial investigation, it was clear that the bank had followed all procedures correctly. However, upon a closer review, the identified some details that required further analysis. By identifying this new information, it was concluded that the bank would need to review the charges billed to the customer s account. Due to this new information, these charges were deemed fraudulent and the bank reversed all fees and charges. The recommended the Bank review the current procedures used by investigators to avoid further fraudulent activity by the identified merchant. The customer was extremely satisfied having recourse to an alternative mediation service, such as the, to resolve her complaint.

7 Case Outcomes* Contacts by Type 48 Total Points of Contact with the Full Settlement Proposed Partial Settlement Proposed 4 Abandoned Cases No Settlement Proposed Full Case Reviews 7 Not Within Mandate 13 Customer Satisfaction 27 Referred to the Appropriate Area in Bank Satisfied Not Satisfied 24% Average Days to Complete Case Reviews - 36 Days 76% Days to Complete Case Reviews** 0-30 Days Days Days 9 Cases 3 Cases 4 Cases 91+ Days Did You Know? 6 Escalations to External Complaints Body (OBSI): 11% Percentage of Decisions Upheld by OBSI: 100% *From our Full Case Reviews **Includes cases not within Mandate and Full Case Reviews

8 The past year we have noted a slight decrease in the number of complaints handled by the in Upon further review, we may attribute this decline in files to a restructuring of the complaints handling process within our Bank. While the volume may have decreased slightly, the complexity of the issues raised and investigations both within and outside our mandate remained challenging. Their respective outcomes provided insight into how we currently operate and how we can implement improvements for our customers and partners alike. Josée G. Tourigny Josée Tourigny has been with JPMorgan Chase since She has held various positions within the firm and has been working in the since

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