Complaints

How do I make a complaint?

If you have a complaint we'd like to hear from you, please write to us at:

Complaints Resolution
Capital One
PO Box 5281
Nottingham
NG2 3HX

To make sure we have all the information to investigate your complaint please send us:

Your name and address
Your account number
Details of your concern or complaint
A daytime telephone number where we can contact you

What will happen next?

We will aim to deal with your complaint quickly. We will aim to acknowledge your complaint promptly. Within 4 weeks we'll get back to you with either the result of our investigations or will let you know what stage our investigations have reached.
Within 8 weeks we will write you with our 'Final Response', if your complaint has not been resolved by this time we will explain why and may ask you for more time to complete our investigations.

What if I'm not happy with the outcome?

If you don't agree with our final response, or are not willing to allow more time you can contact the Financial Ombudsman Service (FOS) within 6 months of our final response. The FOS exists to mediate in disputes between consumers and financial services companies. It is a free service to consumers and their findings are binding on financial services companies. The FOS will not be able to take up a complaint until we have issued our 'Final Response'.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
www.financial-ombudsman.org.uk

Complaints data

We report information on the complaints we receive to the Financial Conduct Authority (FCA) every 6 months.

In July 2016 the FCA changed the way that it asked banks to report their complaints. Previously, any complaints that were resolved swiftly and informally were not reported to the FCA. As a result of the changes, the FCA now requires banks to report all complaints received regardless of how they are resolved. This means that while banks, including Capital One, may report a higher number of complaints from July 2016 onwards, any increase does not necessarily represent an increase in the overall number of complaints that have been received.

Please rest assured that we consider all customer complaints to be equally important, regardless of whether they are resolved formally or more informally. We value the feedback our customers provide and see it as an opportunity to improve the service and products we offer.

View our latest complaints data report (pdf - 45kb)opens in a new tab.