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.

Customer Service

Call:
1-800-481-3239 – available 24/7

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

Secure Message:
All accounts enrolled in Capital One Online Banking are eligible for Secure Messaging, which gives customers an additional channel of customer service. Rather than phoning customer service, customers can ask questions or make requests through a secure message. If you're not enrolled in Online Banking, sign up now.

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 to an Account Supervisor and, if necessary, to a Manager. If you want to elevate the complaint yourself, our Customer Service team will provide you with the contact information you'll need.

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 Coordinator.

Step 4

If our Executive Response Coordinator has been unable to resolve the issue to your satisfaction you can contact our Ombudsman Office in writing.

Ombudsman Office

Fax:
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

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

Call:
1-866-461-3222

Mail:
Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Avenue West
Ottawa, ON
K1R 1B9

Website:
www.fcac-acfc.gc.ca