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The framework explains the charter rationale, scope across lines of business, functions, and locations in India, and key changes from the previous version including FCNR (B) account references. It details common branch practices, fair banking policies requested from customers, and outlines service coverage such as remittance, collections, foreign exchange, clearing, delivery channels, compensation, complaint redressal, service charges, and transaction time norms.","Framework  \nCitizen’s Charter Framework  \n– JPMorgan Chase Bank N.A., India  \nCurrent Effective Date: June 25 , 2026  \nContents  \n1. Summary or Rationale ............................................................................................. 2  \n2. Scope .......................................................................................................................... 2  \n3. Changes from Previous Version ............................................................................. 2  \n4. Common Practices followed by our Branches ...................................................... 3  \n5. Fair Banking Policies ................................................................................................ 3  \n6. Common Areas of Customer – Banker Relationship........................................... 3  \n7. Remittance Service .................................................................................................. 8  \n8. Collection Service ..................................................................................................... 8  \n9. Foreign Exchange Business..................................................................................... 8  \n10.Direct Custody And Clearing Business .................................................................. 9  \n11.Alternate Delivery Channels ................................................................................... 9  \n12.Customer Compensation ......................................................................................... 9  \n13.Redressal of Complaints ........................................................................................ 10  \n14.Service Charges ...................................................................................................... 10  \n15.Time Norm for material banking Transaction .................................................... 10  \n1. Summary or Rationale  \nA satisfied customer is the foremost factor in developing our business, hence a need was felt by us at JPMorgan Chase Bank N.A., India (JPMCB India) that in order to become more customer friendly the Bank should come out with charter of its services for the customers. Citizen’s Charter concept was considered as a base instrument to fill this need and accordingly this document was prepared. This document highlights JPMCB India’s commitments towards the customer satisfaction, thus ensuring accountability and responsibility amongst its officials and staff.  \nThis charter for customers not only explains our commitment and responsibilities along with the redressal methods but also specifies the obligation on the part of customers for healthy practices in customer-banker relationships.  \nThe charter has been prepared to promote fair banking practices and to give information in respect of various activities relating to customer service in line with the Model charter issued by IBA.  \nWe maintain constant consultations with our clientele through Client visits, Seminars, etc, to evaluate, improve and widen the range of service to customer.  \nNOTE  \nInformation given in this Framework is as of June 2026, which is subject to change / revision.  \nThis document should not be considered as a legal document creating rights and obligations. It is for promoting better understanding between Customer and Bank.  \nOnly key information on various services / facilities is given in this booklet. Each service has its own detailed terms and conditions, which can be made available on request.  \nFor further details/information, write to our branch offices, or Head Office, or visit our Website [https://www.jpmorgan.com/country/IN/EN/disclosures](https://www.jpmorgan.com/country/IN/EN/disclosures)  \n[2](2). Scope  \n| Lines of Business |  | • All |  |\n| --- | --- | --- | --- |\n|  |  |  |  |\n| Functions(s) |  | • All |  |\n| Locations |  | • India |  |\n| Legal Entities |  | • JPMorgan Chase Bank, N.A. , India (JPMCB India) |  |\n\n3. Changes from Previous Version  \nUpdate","cbCaikopz56tgs6x","https://ap.wps.com/l/cbCaikopz56tgs6x","pdf",350075,11,"English","en",105,"# Summary or Rationale\n# Scope\n# Changes from Previous Version\n# Common Practices followed by our Branches\n# Fair Banking Policies\n# Common Areas of Customer - Banker Relationship\n# Remittance Service\n# Collection Service\n# Foreign Exchange Business\n# Direct Custody And Clearing Business\n# Alternate Delivery Channels\n# Customer Compensation\n# Redressal of Complaints\n# Service Charges\n# Time Norm for material banking Transaction","[{\"question\":\"What is the purpose of the Citizen’s Charter Framework for JPMCB India?\",\"answer\":\"It defines the bank’s commitments to customer satisfaction, explains responsibilities and redressal methods, and sets expectations for healthy customer–banker practices.\"},{\"question\":\"What does the framework state about its effective information and legal status?\",\"answer\":\"Information is as of June 2026 and subject to change/revision. It is not a legal document creating rights and obligations, but is meant to promote understanding between customers and the bank.\"},{\"question\":\"What fair banking policies are customers requested to follow?\",\"answer\":\"Customers are asked to ensure safe custody of cheque books and account statements, issue appropriate crossed/account payee cheques, avoid signing blank cheques, use secure channels for sending instruments, and inform the branch promptly about losses or changes.\"}]","Citizen’s Charter Framework - JPMorgan Chase Bank N.A., India - June 25, 2026 | PDF",1790069671,28,{"code":4,"msg":82,"data":83},"ok",{"site_id":75,"language":74,"slug":84,"title":65,"keywords":85,"description":66,"schema_data":86,"social_meta":140,"head_meta":142,"extra_data":144,"updated_unix":145},"citizens-charter-framework-jpmorgan-chase-bank-na-india-june-25-2026","",{"@graph":87,"@context":139},[88,102,122],{"@type":89,"itemListElement":90},"BreadcrumbList",[91,95,97,100],{"item":92,"name":93,"@type":94,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":96,"name":9,"@type":94,"position":14},"https://docshare.wps.com/document/",{"item":98,"name":40,"@type":94,"position":99},"https://docshare.wps.com/document/research-report/",3,{"item":101,"name":65,"@type":94,"position":19},"https://docshare.wps.com/document/citizens-charter-framework-jpmorgan-chase-bank-na-india-june-25-2026/347891/",{"url":101,"name":65,"@type":103,"image":104,"author":109,"headline":65,"publisher":111,"fileFormat":114,"inLanguage":74,"description":66,"dateModified":115,"datePublished":116,"encodingFormat":114,"isAccessibleForFree":117,"interactionStatistic":118},"DigitalDocument",{"url":105,"@type":106,"width":107,"height":108},"https://docshare.wps.com/thumbnails/citizens-charter-framework-jpmorgan-chase-bank-na-india-june-25-2026/347891.png","ImageObject",300,407,{"name":63,"@type":110},"Person",{"url":92,"name":112,"@type":113},"DocShare","Organization","application/pdf","2026-09-23","2026-09-22",true,{"@type":119,"interactionType":120,"userInteractionCount":14},"InteractionCounter",{"@type":121},"ViewAction",{"@type":123,"mainEntity":124},"FAQPage",[125,131,135],{"name":126,"@type":127,"acceptedAnswer":128},"What is the purpose of the Citizen’s Charter Framework for JPMCB India?","Question",{"text":129,"@type":130},"It defines the bank’s commitments to customer satisfaction, explains responsibilities and redressal methods, and sets expectations for healthy customer–banker practices.","Answer",{"name":132,"@type":127,"acceptedAnswer":133},"What does the framework state about its effective information and legal status?",{"text":134,"@type":130},"Information is as of June 2026 and subject to change/revision. 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