Frequently Asked Questions

If you think you have been unnecessarily charged a fee contact us so we can review your account.

If you've made a transaction and it appears on your statement twice or more, you'll need to contact the supplier concerned. It can then take up to 30 days for the refund to be credited to your account.

If you've already done this without success, please contact us with as many details as possible about your transaction, including the date you spoke to the supplier and their response so we can investigate.

See if you can recognise the transaction amount and the date of transaction. If you have an extra cardholder on your account you may wish to ask them if they've made the transaction in question or can identify it.

You can find out more about the transaction on the Review Transactions page on your Online Account. You can click on each line to find out more details about each transaction.

If you still don't recognise it, you should try to contact the supplier first. It's important to know that suppliers may not appear on your statement using the same name as they trade under.

If you are still having issues please contact us so we can take a look.

You can save your estatement as PDFs on your computer from your Online Account (please ensure you password protect these for your security). You can also choose to download your statement to MS Money or Quicken.

The Estimated Interest figure shown on your statement is an indication of the interest you may be charged on your next statement if you pay the minimum amount due and this reaches us on the due date. Please note: the interest charged will differ from the figure shown if a change is made to either your interest rate, your statement date or if you make any new transactions on your account before your next statement.

You'll receive your statement once a month (as long as you have a balance) and if you have signed up for your Online Account you will receive an email to let you know when it's ready to view online. We'll send you at least one statement a year, for your records.

Sign up now for access to your Online Account and to go paperfree.

We will only send you your monthly statement if you have a balance on your credit card. If you're meant to be receiving your estatement and your paper statement, please check that your contact details are up to date.

Sign in to your Online Account and go to the Update Profile section to check your email address and statement preferences, you can also switch off your paper statements here.

When you make a transaction, it's debited from your 'Available to spend' amount, but won't show on your 'Account balance' until the transaction has been fully processed. This can be anything up to 10 days after the transaction was made.

Each month you get a statement from us which tells you your full outstanding balance (everything you have spent plus any interest and charges) and the amount of your minimum payment. You can pay any amount between this minimum payment and your full outstanding balance.

You can choose from a variety of different ways to make your monthly payments.

By Direct Debit

You need to complete the online Direct Debit mandate, which we'll use to instruct your bank to make regular Direct Debit payments. You can set this up simply and quickly today by signing into your Online Account and going to the "Pay Bill" option, then selecting "Setup / Amend Direct Debit" and following the on screen instructions.

You will be able to set your Direct Debit to make payments in one of the following ways:

• Pay the minimum payment, or
• Pay the full statement balance
• Pay a regular monthly amount

For a guided tour of how to setup an online Direct Debit please see our Account Service Demo.

Online with a debit card

To make a payment to your Capital One account, you need to sign in to your Online Account and select the option Pay Bill. You need to quote your debit card number, expiry date, the three digit security code on the reverse of your debit card (often called a CVV number), card issue number (where appropriate) and the amount that you wish to pay. Your payment will be processed within 5 working days. This time allows each card issuer involved to authorise the transaction and for fraud checks to take place. Your debit card details can be stored so that you can set up regular payments or simply save time next time you make a payment. Please make sure you update your debit card details when your current one expires, so that you don't miss any payments as you could incur a late payment charge.

By post

Fill in the payment slip, write your account number and postcode on the back of your cheque or postal order and return it to Capital One in the envelope enclosed with your statement and send to our payment address. (link: support/contact-us.jsf)

At a bank

Take your full statement, including the payment slip and your payment, to any UK bank and pay over the counter. Any bank other than your own may charge for this service.

Standing orders, Faster Payments, telephone and internet banking

If your bank offers a standing order service, telephone or internet banking, the Capital One account details to use are: Bank account number 81077082 sort code 40-02-50. Please contact your bank by either going into one of their branches, by phone or through your online account. Please quote the 16 digit number on your Capital One credit card, with no spaces or dashes, as a reference. This will ensure your payment reaches your account as quickly as possible. Please allow 5 working days for processing.

Capital One also accepts payments via 'Faster Payments'. This type of payment is available from some banks and means we will credit your account by the end of the next working day. You should check with your bank to see if they can offer you this payment method.

No. Please keep making payments in the normal way until a message on your statement confirms that your payments will be taken automatically by Direct Debit.

The date your payment is due is printed on your monthly statement and on the left side of your online account screen. Please allow 5 working days for us to receive and process your payment. If we don't receive the minimum payment by the due date you could be charged a late payment fee.

Yes, but you must pay the minimum amount required by the due date shown on your statement.

Please allow 5 working days for us to receive and process your payment. For online payments, this time allows each card issuer involved to authorise the transaction and for fraud checks to take place. If you have posted us a cheque please allow 9 working days. This allows 4 working days for postage.

Make sure you've allowed 5 working days from the date you made the payment (plus 4 additional working days if you posted us a cheque).
If a Direct Debit payment is not showing, please check with your bank before contacting us.

If you paid by cheque at a bank, take your receipt back to the bank where you made the payment, and ask them to trace your payment. Ask your bank if the cheque has been cashed. If it hasn't been cashed, ask your bank to stop the cheque, and then send us a replacement. If it has been cashed, ask your bank to give you a photocopy of the front and back of the cheque. Then send this to us so that we can trace your payment. Please note your bank may charge you for this service.

The 'Minimum payment due' information will always be stated on the account service screen, even if the payment has been made. It is only updated on a monthly basis when you receive your new estatement. For online payments, sign in to your Online Account to check the Online Payment History log at the bottom of your Make a Payment page to see if the payment request was submitted and if it has been successful or not.

When you make a payment you should allow 5 working days for it to be credited to your account. Your payment will show on your 'Recent Transactions' screen and on your monthly statement.

For online payments, sign in to your Online Account and check the Online Payment History log at the bottom of your 'Make a Payment' page, to see if the payment request was submitted and if it has been successful.

If 5 working days have already passed please contact us and we'll investigate this for you.

When your monthly statement arrives it requests a minimum payment, but you can choose to pay the balance off in full each month, or pay any amount between the minimum and full balance. You may have different rates of interest, for example for purchases, balance transfers and cash transactions, so you may want to know how your balances get paid off.

Please refer to the back of your statement or the back of the letter that you received with your card for information on how we allocate your payments if you do not pay your outstanding balance in full each month

There could be 3 reasons for this:

Incorrect Card Details: The card number is invalid, the card has expired or the expiry date/issue number has been entered incorrectly. Please check and re-try if necessary.

Insufficient Funds: There may not be enough cleared funds available to withdraw from your bank account. Your bank will be able to tell you the exact actual amount currently available, and when they can authorise the withdrawal.

Referral: Your bank's authorisation process may not allow large payments to be authorised unless the card is present. To prevent fraud, banks sometimes need your confirmation for online transactions. Your bank may also require certain manual security checks.

It is also possible there maybe a system issue that is preventing the payment being taken.

If you have Payment Protection Insurance you should refer to your Payment Protection Insurance policy document to see if your payment can be covered through the insurance. Otherwise please contact us so we can discuss how we can help. Remember, the sooner you do this the easier it is to maintain your financial health.

If you do not make a payment on your account for 3 months, your Payment Protection Insurance will automatically be cancelled.

Yes, you can pay as much of your balance as you like at any time. You must pay at least the minimum required, as shown on your statement, or we may charge you for late payment.

You will incur charges for any of these situations, these charges are explained in your credit card agreement.

Contact us immediately and tell us the problems you are having as we may be able to help.

Free Independant advice

If you are in severe financial difficulties, there are a number of organisations that can give free, independent advice:

• The Consumer Credit Counselling Service
• PayPlan
• Your local Citizens Advice
• National Debtline

There are other organisations that you can contact for help but they may charge a fee and this can result in your paying more back over a longer period.

To find out your interest rates you can look at your Terms and Conditions or contact us and we will check your account. If you have balances on your account the interest rate will be shown on your statement.

You can get up to 56 days interest free on purchases, if you pay off your balance in full each month.

Because we charge interest on cash transactions at a daily rate, it means that you can't avoid interest charges on withdrawing cash. We'll still charge cash interest on a cash transaction from a previous month if your payments have not been enough to cover the amount of cash that you withdrew plus the interest and fee apportioned to it.

You'll also need to take into account any other transactions you have made (i.e. purchases or balance transfers) and the order in which your payments are allocated to these. There may also be interest due for the time between your last statement being produced and the date we received your payment. Buying foreign currency, travellers' cheques or other type of currency (such as money orders and using online gambling sites) also count as a cash transaction. Please see your credit card agreement for more details.

We will always charge interest on balance transfers and cash withdrawal transactions, unless you have an introductory standard interest rate or a promotional rate. Credit card cheques can be charged at purchase, balance transfer or cash withdrawal rate. For more information about cash withdrawal transactions please see your credit card agreement or contact us.

We can't prevent these payments being made because it's an agreement that you've made with the supplier. Contact the supplier directly and request to cancel the payment. Keep a note of the date you made the request and if it was verbal or written. If payments continue to be taken after you have requested them to be cancelled then contact us so we can investigate. You will need to give us the date you requested the payments to be cancelled and any response the supplier gave.