Addressing Your Concerns

There may be times when you want to resolve an issue related to your credit card account with us. Whether it's a dispute over a charge on your bill or a question of privacy, the following sections provide the contact information you'll need to resolve these concerns quickly.


General Complaint Resolution Process

At Capital One® our top priority is our customers – we work hard to ensure that our customers' expectations of service are met and even surpassed. We want to hear from you if this doesn't happen.

Follow these steps to get in touch with the right people.

Step 1

For Customer Service complaints or any other concerns (e.g. authorized insurance products), contact our Customer Service team. Make sure you have all the relevant information handy, such as your account number, important dates, names of staff, etc.

Capital One, IHG® Rewards Club and Delta SkyMiles® cardholders

Call Customer Service 24/7:
Capital One/IHG Rewards Club: 1-800-481-3239
Delta SkyMiles: 1-888-272-4124

Write:
Capital One Customer Service
P.O. Box 503
Scarborough STN D
Scarborough, ON
M1R 5L1

Hudson's Bay Cardholders

Call Customer Service:
Monday-Friday, 9 a.m. to 9 p.m. and Saturday, 9 a.m. to 5 p.m. ET

Hudson's Bay MasterCard® cardholders call:
1-866-640-7858 (toll-free)
1-513-770-3782 (collect, outside of North America)

Hudson's Bay Credit Card cardholders
1-800-263-2599

Write:
Hudson's Bay Credit Services
P.O. Box 903, Stn. Agincourt
Scarborough, ON
M1S 5M4

SaksFirst Credit Cardholders

Call Customer Service:
1-855-SAKS-222 (1-855-725-7222)

Write:
Saks Fifth Avenue Credit Services
P.O. Box 903, Stn. Agincourt
Scarborough, ON
M1S 5M4

Costco

Call Customer Service:
1-800-723-3500 (available 24/7)

Write:
Capital One Customer Service
P.O. Box 500
Scarborough STN D
Scarborough, ON
M1R 0C2


Step 2

If you've already contacted our Customer Service team and they were unable to resolve the complaint to your satisfaction, you can elevate it by asking to speak with an Account Supervisor and, if necessary, to a Manager.


Step 3

If you've been working with an Account Supervisor or Manager and are not satisfied with the resolution, you can escalate your complaint to our Executive Response Committee.


Step 4

If you have followed Steps 1 through 3 above, and you remain unsatisfied, you may contact our Ombudsman Office in writing. The Ombudsman can only review your concern after you have received a response from the Executive Response Committee.

Ombudsman Office

Fax:
1-416-549-2768

Write:
Capital One Ombudsman
P.O. Box 511
Scarborough STN D
Scarborough, ON
M1R 0A4

Email:
ombudsman@capitalone.com


Step 5

If our Ombudsman has been unable to resolve the issue to your satisfaction, you can contact the Ombudsman for Banking Services and Investments.

Ombudsman for Banking Services and Investments

Call:
1-888-451-4519 (toll-free)
TTY Phone: 1-855-TTY-OBSI (1-855-889-6274)

Fax:
1-888-422-2865

Mail:
Ombudsman for Banking Services and Investments
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, ON
M5H 2Y4

Email:
ombudsman@obsi.ca


Compliance with Consumer Protection Provisions

If your concerns are regarding our compliance with federal consumer protection law, public commitment, or industry codes of conduct, you can contact the Financial Consumer Agency of Canada and they will help resolve your question.

Financial Consumer Agency of Canada

427 Laurier Avenue West
6th Floor
Ottawa, ON
K1R 1B9

Website:
www.fcac-acfc.gc.ca

Delta and SkyMiles are registered service marks of Delta Air Lines, Inc.

Hudson’s Bay, Hudson’s Bay Credit, hbc.com and their associated designs are trademarks of Hudson’s Bay Company.

Saks Fifth Avenue, Saks Fifth Avenue OFF 5TH and SaksFirst are trademarks of Saks & Company LLC. All use is licensed by owner.

©2017 IHG. All rights reserved.