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 Using your credit card Where can I use my card? You can use your credit card to make purchases at any of the 22 million outlets worldwide that accepts VISA or MasterCard, depending which one you have. You can also use your card to make withdrawals from a cash machine. How much can I spend with my card? You can spend any amount at any time as long as your total balance does not go over your credit limit. Remember to leave available credit on your account for any interest to be added. Can I request a credit limit increase? We regularly review our customers' accounts and will write to you to let you know if you're eligible for a credit limit increase. In the meantime, managing your account well by regularly using your card, making payments on time and staying within your limit will stand you in good stead for an increase in the future. Can I reduce my credit limit? Yes at any time. Please sign in to your Online Account to send us a Secure Message and tell us how much you'd like us to reduce it to. How do I use my card in a shop? Your card is inserted in a Chip and PIN terminal, you will then have to enter your 4-digit PIN number on the keypad and be given a till receipt as normal. In the few outlets where there's no Chip & PIN facility the sales assistant will swipe the card through a machine and give you a credit card receipt to sign. How do I use my card over the Internet? To complete your order, you normally need to type in the 16-digit account number and the card's expiry date that are both shown on your card. You may also need to enter your CVV number, which are the last three digits of the number on the back of your credit card. How do I use my card to buy products over the phone? You will usually need to give the merchant your name, your 16-digit account number and the expiry date. They are all printed on your credit card. They may request your CVV number, which are the last three digits of the number on the back of your card. I haven't received goods that I've paid for with my Capital One card, what should I do? If the expected delivery date has passed, or if no delivery date was agreed and it is 28 days since the date of the transaction, contact the supplier. If you are unable to resolve this with the supplier or have any further queries please contact us. Can I use my card to take cash out and how much will it cost? Yes, you can withdraw cash using your credit card and PIN at any cash machine that displays the symbol on your card (VISA or MasterCard). We charge daily interest on cash withdrawals at your cash interest rate. You'll also be charged a fee of 3% of the amount withdrawn or £3 (whichever is greater). What is a PIN? A PIN (Personal Identification Number) is a 4-digit code that will enable you to withdraw cash from cash dispensers and make purchases. You must always keep your PIN secret and never reveal it to anyone else. We will never ask you for your PIN. Will I have to use my PIN for telephone, mail order or internet purchases? No, just as you don't currently confirm these purchases with a signature, you will not have to use your PIN. If you have signed up for MasterCard® SecureCode™ or Verified by VISA you may have to enter a password to make purchases at participating online retailers. What if I can't use my PIN for any reason? If you have a condition that restricts your ability to use a PIN protected credit card, please contact us so we can discuss alternatives. What should I do if I've forgotten my PIN? Don't worry, you can view your current PIN online straight away. Simply sign in to your Online Account to view your PIN online. Alternatively you can contact us to request a reminder PIN. This will be sent to you in the post and can take up to five working days. What happens if I type in my PIN incorrectly? For security reasons you have a limited number of unsuccessful PIN entries before your credit card becomes locked. If your PIN has been locked with a merchant you can unlock it at a MasterCard or Visa cash machine: Insert your card and enter the PIN correctly Select 'Other Services' Select 'PIN Services' Select 'Unlock PIN' If your PIN has been locked at a cash machine you don't need to do anything, it'll automatically unlock at midnight. You will be then be able to use your credit card again. If you have forgotten your PIN, don't worry you can view your PIN online. Simply sign in to your Online Account then select 'Account maintenance' and choose 'View your PIN', alternatively please contact us on 03444 812 812 to request a PIN reminder be sent to you in the post. Can I use my Chip and PIN card abroad? Yes. Your Chip and PIN card will work in the same way overseas as it does in the UK. If a retailer abroad does not have the Chip and PIN technology, you simply sign your name for your purchase. What is a Balance Transfer and how do I do it? A balance transfer is a facility that allows you to transfer any balances that you may have on other credit or store cards onto your Capital One card. There are several ways you can transfer a balance to your Capital One credit card: When you apply for a credit card - simply complete the balance transfer section of your application form Online - Just sign in to your Online Account to complete a balance transfer. Call us - 24 hours a day 7 days a week. You can only transfer the balance of a properly maintained UK card account. Any balance that is transferred from a partner's account will become your responsibility when it is transferred to your Capital One account. Balances cannot be transferred between Capital One credit card accounts. How much can I transfer? The minimum balance transfer amount is £50 and the amount must be rounded to the nearest pound. Please leave £100 of available credit after your balance transfer fee has been charged. Why hasn't my balance transfer been processed? Your balance transfer funds will be sent to your nominated account and should be received within 1 working day. If your nominated bank does not accept faster payments it may take up to 5 days to fully process your balance transfer. If it takes longer than this, please send us a Secure Message or call us on 03444 814 000 at any time for more details. If we've had to cancel your balance transfer for any reason, we'll write to you to explain why. Do I need to keep making payments on my other card? We advise you to continue making your minimum monthly payments to your other card until you get a letter from us confirming that the balance transfer has been processed or you see the balance transfer on your monthly statement. I've changed my mind - can I cancel my balance transfer request? Unfortunately, once you've requested a balance transfer, we cannot cancel it. You can contact the other company once the payment has been received to request a transfer back.