We know things are uncertain at the moment. And we want you to know that we’re here to help.
We’ll keep updating this page with the latest information and support that we can offer.
A lot of people are calling us at the moment and it’s taking longer than normal to get through to an agent. This is because coronavirus has impacted our team.
If you have been affected by coronavirus and you’re worried about your payments, you can apply for a payment holiday in your online
account.
At the moment, it might be easier for you to make payments or manage your account in the app or your online account.
If you need to get in touch, you can send us a secure message from your online
account.
Typically, we will respond in five days.
Our phone lines are busier than usual. So it's a good idea to use our mobile app or website where you can. These secure services are available 24 hours a day, seven days a week.
You can use our app to see your balance and recent transactions. You can also manage your direct debit, make payments and lock or unlock your card.
If you haven't already, please download our app:
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tab
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To manage your account online, go to www.capitalone.co.uk/youraccount
If you have been affected by coronavirus and you're worried about your payments, you can apply for a payment holiday in your online account.
Our Money Worries page
has more information on credit card payments and the support we
offer.
If you have been advised to self-isolate, you may be entitled to
sick pay and benefits from your employer. The Money Advice
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has more information.
If you are self-employed and worried about loss of earnings, Citizens Advice opens in a new tab can help you understand what support is available
to you.
To find out more visit our website, use the app, send us a secure
message through your online
account.
If your holiday has been affected (such as a cancelled flight),
you should contact your travel provider. You may be able to
rearrange the holiday or get a refund.
If you have travel insurance, they may also be able to help.
The Association of British Insurers (ABI) has information on coronavirus'
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tab .
Money Advice service also has information on
coronavirus, travel insurance and travel plans opens in a new tab .
If you aren't able to get a refund from your travel provider, you
may be able to raise a dispute or make a section 75 claim
through Capital One. You'll need to complete
this form and send it to UKDisputes@capitalone.com.
Make sure you include any receipts or other documents. We'll get
back to you in 60 working days.
Unfortunately, we know that fraudsters may try to take advantage
of the current situation. Remember, we'll never ask you for your
password. If you see anything on your account that you don't
recognise, get
in touch.
If you've had a letter or email from us since 1 March saying
you're in persistent
debt and your card will be suspended if we don't hear
from you within a month, don't worry. We're extending
the deadline for you to get in touch to 1 October
2020.
We've made this decision following FCA advice. We understand that
current challenges mean many customers may not be able to reply
within the required month.
Although we won't suspend your card until October, you should
still get in touch to set up a repayment
plan as soon as you can. The plans are designed to help
you to repay your balance faster so you pay less interest.
And even if you can't afford any of the options, we can still
help if you get in touch.
Your well-being is our priority. If you need any more help then
please get in touch.
Here is some more information you may find useful: