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Coronavirus: Guidance and Information

We're here to help

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.

To contact us about coronavirus, go to your online account

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.

For non-urgent queries

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.

Using the app and your online account

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:

Capital One Mobile App in the App Store opens in a new tab Capital One Mobile App in Google Play  opens in a new tab

To manage your account online, go to www.capitalone.co.uk/youraccount

Worried about making payments?

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 Service  opens in a new tab 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.

My holiday has been cancelled due to coronavirus, can I get my money back?

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' 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 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.

Keep an eye on things

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 saying your card will be suspended

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.

More help

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: