Complaints

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  opens in a new tab

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  opens in a new tab .

If you wish to use the platform, you will need Capital One's email address (enquiriesUK@capitalone.com), postal address (Capital One, PO Box 5281, Nottingham, NG2 3HX) and website address (www.capitalone.co.uk).

We report information on the complaints we receive to the Financial Conduct Authority (FCA) every 6 months.

In July 2016 the FCA changed the way that it asked banks to report their complaints. Previously, any complaints that were resolved swiftly and informally were not reported to the FCA. As a result of the changes, the FCA now requires banks to report all complaints received regardless of how they are resolved. This means that while banks, including Capital One, may report a higher number of complaints from July 2016 onwards, any increase does not necessarily represent an increase in the overall number of complaints that have been received.

Please rest assured that we consider all customer complaints to be equally important, regardless of whether they are resolved formally or more informally. We value the feedback our customers provide and see it as an opportunity to improve the service and products we offer.

View our latest complaints data report. (pdf - 45kb)opens in a new tab