Complaints

Capital One strive to give the best products and services to you. Unfortunately, sometimes things can go wrong. By letting us know, it gives us the opportunity to improve and put it right for you.

What we're going to need

In order to deal with your complaint, we’re going to need a few things from you. Best if you have these at the ready before you start.

Name and Address
Account details
A description of your complaint and how it affected you
When it happened
The best time and number to contact you between the hours of 8am-7pm Monday to Friday
If your complaint is regarding PPI please see the dedicated PPI Complaints page.

Please select your preferred option

Make a complaint online

Resolver is a totally free tool that connects consumers directly to the people that can resolve their complaint.

By following this link you will be redirected to their site to generate your online complaint email. You can make changes and attach any documents to support your complaint.

Important – Resolver is an independent service provider that does not act on behalf of Capital One. Capital One has no control over and takes no responsibility for the content that appears on websites linked to our site that are owned by Resolver or its affiliates

Write to us instead

Write to us

If you'd like to raise your concerns via post, please write to us at:

Complaints Resolution
Capital One
PO Box 5281
Nottingham
NG2 3HX

Make a complaint online instead

What we do next

Our team will take the information you supply and record it on our system. We'll acknowledge your concerns and make time to contact you to try and resolve it quickly and easily. Where it's more complex, we'll acknowledge your complaint and investigate it fully, keeping you informed.

If you've made a complaint, we'll do our best to resolve it as soon as you contact us. However, some complaints are more complex than others and may need a specialist team to look into them further, so please bear with us. We're committed to reviewing your complaint thoroughly to ensure we reach the right conclusion.

If we cannot resolve your complaint within the first few days, we will contact you promptly to let you know we’ve received it. What happens next will depend on what your complaint is about:

If your complaint is about a payment or a transaction, we will try and provide our final response within 15 days. If it is going to take us longer than that, we will tell you.
If your complaint is about something else, for example if it is about PPI, we will still do our best to reply as soon as we can, but it may take up to 8 weeks to provide our final response.

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Other useful information / FAQs

What if I'm not happy with the outcome?

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 (enquiries@capitalone.com), postal address (Capital One, PO Box 5281, Nottingham, NG2 3HX) and website address (www.capitalone.co.uk).

Who are Resolver?

Resolver are a third party who specialise in handling customer complaints for a number of companies. They will generate your complaint email using your input. Resolver are independent and free to use. For more information, you can visit their website:

https://www.resolver.co.uk/about opens in a new tab

Complaints Data

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