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2018 Press Releases

Capital One scores trio of wins at Card and Payment Awards

Awards recognise achievements in Customer Service, Fraud Prevention and Treating Customers Fairly (TCF)

5 February 2018

London, February 5, 2018: Capital One has been rewarded for its commitment to best practice in customer service, looking after the interests of disabled people and enhancing security with wins in three categories at the 2018 Card and Payments Awards, more than any other credit card provider.

The awards, now in their 13th year, attracted record entries from across the industry with nearly 80 different organisations from across the UK and Irish payments industry taking part.

Capital One won awards for Best Achievement in Customer Service; Best Security or Anti-Fraud Development; and Best Achievement in Treating Customers Fairly. It was also Highly Commended in the Industry Innovation of the Year category in partnership with Ethoca and TSYS.

Capital One has won the Best Achievement in Treating Customers Fairly award for three of the last four years. On this occasion the award was made in recognition of the investment by Capital One to rebuild its website from scratch so that it is compatible with all assistive technologies and accessible to all customers. It became the first UK company to be awarded gold RNIB accreditation.

Success in the Customer Service category was driven by Capital One's Principle Based Servicing Programme, that empowers our associates so they can make decisions that provide a better service to our customers. This has helped drive a 21-point increase in its Net Promoter Scores that are now 50% higher than the sector average.

Its pioneering TSYS Foresight Score with Featurespace was rewarded in the Best Security or Anti-Fraud Development category - the innovative real-time fraud scoring model has helped Capital One increase fraud detection by 35% and reduce blocked cards by 47%.

Amy Lenander, Capital One UK's CEO, said: "We are delighted to have won these awards, all of which recognise how technology and humanity are at the heart of how we support our customers."

"We are especially proud to have won the Treating Customers Fairly award for the third time in four years in recognition of our commitment to ensuring our website is accessible to all."

"Our award for fraud prevention is an excellent example of using technology in innovative ways to help protect customers while the win for best customer service highlights how we are empowering our people."

The Card and Payment Awards are designed to enable companies to showcase key achievements and successes and to share these with the wider industry. Entries are judged by an independent panel of senior executives from the card and payments industry as well as experts from outside the industry.