Coronavirus: Guidance and Information

We're here to support you

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.

Taking a 3-month payment holiday could help

All the information that explains payment holidays, interest and charges and how to apply can be found on this page.

Payment holidays explained

A payment holiday gives you a 3-month break from payments.

During this time, your minimum payment will be £0.

If you’re already on a Payment Plan or other arrangement then taking a payment holiday might not be suitable for you. If your application is successful, we will let you know by email or letter.

Interest is still charged and minimum payments will increase

We will keep charging interest during your payment holiday, which means your balance will go up.

So at the end of your payment holiday, your minimum payment will be higher than it is now.

If you use your card, your balance will increase further and as a result you could find keeping up with payments becomes more difficult. It will also take longer to pay off your balance if you only pay the minimum.

The impact to future minimum payments

For a £500 balance, the following table shows the impact to a minimum payment at the end of the payment holiday.

Payment information	34.94% interest rate , and minimum payment at 1% of balance	34.94% Interest rate and minimum payment at 3% of balance
Current minimum payment	£17.64	£27.64
Minimum payment during payment holiday	£0.00	£0.00
Minimum payment when payment holiday ends	£19.02	£29.79
Balance when payment holiday ends	£538.90	£538.90
Estimated additional interest in year by taking payment holiday	£13.10	£18.78

* Examples assume there’s no additional spending during the payment holiday.
* These examples are for illustrative purposes only and do not show exactly what will happen to your account.

For a £1,500 balance, the following table shows the impact to a minimum payment at the end of the payment holiday.

Payment information	34.94% interest rate and minimum payment at 1% of balance	34.94% interest rate and minimum payment at 3% of balance
Current minimum payment	£52.93	£82.93
Minimum payment during payment holiday	£0.00	£0.00
Minimum payment when payment holiday ends	£57.05	£89.38
Balance when payment holiday ends	£1,616.69	£1,161.69
Estimated additional interest in year by taking payment holiday	£39.30	£56.34

* Examples assume there’s no additional spending during the payment holiday.
* These examples are for illustrative purposes only and do not show exactly what will happen to your account.

If you have missed more than one payment

If you have missed more than one payment then a payment holiday might not be the right solution for you. Contact us if you are struggling financially and to explore your options.

Applying for a payment holiday

You should only take a payment holiday if you have short-term financial problems because of coronavirus.

You will need to complete a separate application for each Capital One card you have and you can only apply for one payment holiday card.

To apply for a payment holiday, contact us.

Or you can apply in your online account.

If your payment holiday ends soon

We've brought together all the information you need to know about what happens when your payment holiday ends.

Fraud and scams related to coronavirus

Unfortunately, fraudsters are trying to take advantage of the current situation.

Remember, we'll never message you and ask you to share a one-time passcode. If you see anything on your account that you don't recognise, get in touch.

Here are a few examples of the types of fraud and scams being committed at the moment:

Fines, rebates and payment requests sent as texts from fake Government accounts.
Information about local coronavirus infections being sold over phone calls by phony research organisations.
Bogus cures and testing kits being sold on websites.
Sham contracts being offered online by fraudsters.
Gift card resale scams by scammers pretending to be the head of a company.
Uncertified conference call apps infecting devices with viruses.

Before responding to messages or clicking on links, always make sure they’re from a trusted source. If you’ve any doubts, taking a moment to check before you act could keep you safe from fraudulent activity.

For more information, go to takefive-stopfraud.org.uk opens in a new tab

For non-urgent queries, making payments or managing your 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 wish, you can also view your monthly statement in 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 within 5 days.

If you haven't already, please download our app:

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Support and information about making payments

More information about credit card payments and the support we offer is available on our page about Money Worries.

To send us a secure message about your concerns, go to your online account.

Sick pay and benefits while self-isolating

More information about credit card payments and the support we offer is available on our page about Money Worries.

To send us a secure message about your concerns, go to your online account.

If you have been advised to self-isolate, you may be entitled to sick pay and benefits from your employer. For more information, go to theMoney Advice Service opens in a new tab .

Self employed and experiencing a loss of earnings

If you are self-employed and worried about loss of earnings, help and support is available from the Citizens Advice opens in a new tab .

Holiday and event cancellations

If your holiday has been affected (such as a cancelled flight) or an event you booked has been cancelled, you should contact your travel provider or event organiser first. 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' travel implications opens in a new 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 and you paid on your Capital One card, 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.

Card suspension because of persistent debt

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 advice from the Financial Conduct Authority. 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.

A change in your circumstances

For some people, coronavirus is one of many things causing them to feel uncertain at the moment.

If you can relate to this, take a look at the help and support that’s available if your circumstances have changed.

Post to and from Capital One

Our postal service is working as usual. So you have nothing to worry about if you're expecting something from us or you're getting in touch by letter.

If anything changes, we will update this information.

Giving someone third-party access to your account

If you need someone to run your account for a bit, or if someone wants your help managing their finances, then you can apply for third party access.