Addressing Your Concerns

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

Our Customer Service team is your first point of contact for customer service inquiries or other concerns. When you contact us, please have all relevant information handy (e.g., your account number, important dates and the names of Capital One associates you have spoken with).

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

Call:

Capital One/IHG Rewards Club: 1-800-481-3239
Delta SkyMiles: 1-888-272-4124

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

Hudson's Bay Cardholders

Call:

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:
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:
1-800-723-3500

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


Step 2

If you've already contacted our Customer Service team and they were unable to address your inquiry 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

Email:
ombudsman@capitalone.com

Fax:
1-416-549-2768

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


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

Email:
ombudsman@obsi.ca

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

Fax:
1-888-422-2865

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


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 at any time.

Financial Consumer Agency of Canada

Write:
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.