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Problem with a transaction

If you have an issue with something, we can help get it sorted.

First, what's happened?

Choose an option below and follow the steps.

I have an issue with a transaction I made
I don’t recognise a transaction
I think I’ve been scammed

I have an issue with a transaction I made

If you recognise a transaction but there’s a problem with it, it’s best to get in touch with the retailer or merchant first to try and resolve it directly.

You can often find their contact details on your receipt or online.

If they can’t help, you can raise a dispute in our online form below, and we’ll look into it for you.

Just so you know, you can’t raise a dispute if the transaction is still pending.

Raise a dispute

How to raise a dispute

If you still have a problem with a transaction you made, you can raise a dispute in our online form and we’ll look into it for you.

  1. 1

    Fill in the form

    Tell us what the issue is, and have any evidence to hand.Raise a dispute

  2. 2

    Download it as a PDF

    Once you’ve filled in the form, it’ll download to your device as a PDF.

  3. 3

    Email it to us

    Send the PDF and any evidence to us in an email at: UKDisputes@capitalone.com

What happens after you raise a dispute?

We’ll keep you updated every step of the way.

We’ll look into it for you

We’ll look at your claim closely and email you with an update within 7 working days.

If we need more details, we’ll reach out to you

Keep an eye on your email, as we may ask for more details to support your claim.

We’ll let you know the outcome

After we’ve reviewed everything, we’ll let you know by email if you can get a refund.

I don’t recognise a transaction

First, it’s best to check a few things:

  1. Did an extra cardholder make the transaction?
  2. Does the company you made a payment to have another name? Do a quick search online.
  3. Has a free trial turned into a paid subscription?
  4. Have you signed an agreement with a retailer who’s then charged you for their service?
  5. Have you made a mistake with the payee details while setting up a payment?
  6. Has the retailer made a mistake? Get in touch with them to find out.

If you still don’t recognise the transaction, please call us. You can find our number on our contact us page.

You can also temporarily lock your card in the app, so no one can use it. Just go to ‘My card’, then ‘Report lost or stolen’.

I think I’ve been scammed

If you've made or authorised a payment that you were tricked into, you might have been scammed. For example, paying for something, sharing your personal details, or transferring money to someone.

If you think you’ve been scammed, please call us. You can find our number on our contact us page.

You can also temporarily lock your card in the app, so no one can use it. Just go to ‘My card’, then ‘Report lost or stolen’.

For more information on scams or how to protect yourself, visit our security page.