About Credit About bad credit Your credit card application Using your credit card Managing your account Statements, payments & interest Safety & Security Photocard Secured Card Aspire® Elite Card Mobile App Complaints Payment Protection Insurance (PPI) Subject Access Request 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? Once we receive your complaint we will acknowledge it promptly. We aim to deal with your complaint as quickly as possible, and we will provide you with your 'final response' within 8 weeks. If we have been unable to reach a conclusion on your complaint by this time we will explain why and tell you when you can expect our final response. 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 If you wish to submit a complaint to the FOS online, you can do so by visiting the 'How to complain' section of their website and completing their online contact form. If you entered into your agreement with us online, you also have the option of using the online dispute resolution (ODR) platform set up by the European Commission. The platform will redirect your complaint to the FOS, which is likely to mean it takes longer to resolve than if you contact the FOS directly. You can find more information and access the ODR platform at http://ec.europa.eu/odr. If you wish to use the platform, you will need Capital One's email address (firstname.lastname@example.org), postal address (Capital One, PO Box 5281, Nottingham, NG2 3HX) and website address (www.capitalone.co.uk). What if my complaint relates to the sale of PPI? If your complaint specifically relates to the sale of Payment Protection Insurance, find out all you need to know about complaining about PPI. Complaints data We report information on the complaints we receive to the Financial Conduct Authority (FCA) every 6 months. View our latest complaints data report.