Consumer Advocacy

Capital One® is committed to several voluntary codes of conduct designed to protect consumers.

Code of Conduct for the Credit and Debit Card Industry in Canada

The purpose of the Code is to demonstrate the industry's commitment to:

  1. Ensuring that merchants are fully aware of the costs associated with accepting credit and debit card payments thereby allowing merchants to reasonably forecast their monthly costs related to accepting such payments.
  2. Providing merchants with increased pricing flexibility to encourage consumers to choose the lowest-cost payment option.
  3. Allowing merchants to freely choose which payment options they will accept.

For more information on the Code of Conduct visit the Department of Finance Web site.


Principles of Consumer Protection for Electronic Commerce

The Canadian Bankers Association's "Principles of Consumer Protection for Electronic Commerce: A Canadian Framework" is a guide to protecting customers in online transactions. For more information, go to www.cba.ca and search for "Principles of Consumer Protection for Electronic Commerce: A Canadian Framework".


Code of Conduct for Authorized Insurance Activities

The Canadian Bankers Association's "Code of Conduct for Authorized Insurance Activities" outlines the banks' standards for branch employees offering credit, travel and personal accident insurance with respect to training, disclosure, promotion practices, customer privacy protection and customer redress. For more information, go to www.cba.ca and search for "Code of Conduct for Authorized Insurance Activities".


Zero Liability

If your card is used without your authorization, you're protected with Zero Liability. That means you won't pay for any unauthorized purchases on your card. Learn more about Zero Liability.


SETTING UP POWERS OF ATTORNEY

The Canadian Bankers Association commitment sets out the information about Powers of Attorney that banks will make available to clients who want to give someone else the authority to do their banking for them. For more information, please visit the  Canadian Bankers Association website.

You may wish to seek advice from a legal professional if you want to set up, alter or cancel a Power of Attorney or in circumstances where you have a pre-existing Power of Attorney in place. Please click here to read the brochure about Powers of Attorney produced by the Federal/Provincial/Territorial Ministers Responsible for Seniors. If you want to set up a Power of Attorney on your account, we’ll need the following information from you:

  • A written request to set up a POA, including a reason for having it set up on your account, signed by your attorney
  • A clear photocopy of your Power of Attorney’s valid government-issued photo ID. See below for acceptable IDs:

– Passport (Canadian or Foreign)
– Driver’s license (Canadian)
– Certificate of Indian Status card
– Permanent Resident card
– Canadian Forces ID
– Provincial/Territorial ID card (AB, BC, PE, NB, NS, NL, NT, NU, ON, SK and YT)
– Firearm Possession card

  • One of the following for verification purposes:

– Your name and date of birth
– Your Capital One account number
– Details of account-specific information, such as a copy of one of your previous statements

  • A legible copy of the POA that:

– Includes the words “Power of Attorney” and grants associated powers
– Includes all completed pages
– Complies with the formal legal requirements in the province, territory and/or jurisdiction in which it was executed
– Is witnessed, pursuant to the applicable formal legal requirements, with the date of signing matching the date of execution

Send your documents to: 
Capital One Customer Service
P.O. Box 503
Scarborough Stn. D
Scarborough, ON
M1R 5L1

It will take approximately 14 business days to review documentation submitted in relation to a Power of Attorney request. Please note that some reviews require more time and we may need to ask you for other information as part of our review. In the event we need additional information from you, we'll let you know.

If you'd like to resolve any concerns related to a Power of Attorney request, please follow our Complaint Resolution Process.