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About Us

Consumer advocacy.

At Capital One®, we’re committed to ensuring honesty, transparency and fairness in our dealings with our customers and the public. Here, you’ll find disclosures we’re required to provide by law, as well as information on public commitments and codes of conduct we’ve agreed to uphold.

  • Codes of Conduct and Voluntary Commitments

    Capital One is committed to several voluntary codes of conduct and public commitments designed to protect the interests of consumers.

    Code of Conduct for the credit and debit card industry in Canada.

    The Code of Conduct sets the principles for business practices related to the issuance and acceptance of payment cards and operation of payment card networks. View the Code on the Canadian Bankers Association website here.

    Commitment on powers of attorney and joint deposit accounts.

    The Commitment sets out information to help clients understand the implications of using powers of attorney and joint deposit accounts. View the Commitment on the Canadian Bankers Association website here. For more information on setting up a power of attorney for your Capital One account, see the section of this website titled “Setting Up Powers of Attorney” below.

    Commitment on modification or replacement of existing products or services.

    The Commitment provides consumers with assurances related to the modification or replacement of existing products and services. View the Commitment on the Canadian Bankers Association website here.

    Principles of consumer protection for electronic commerce.

    The Principles provide a framework for commerce over open networks, including the internet. View the Principles on the Government of Canada’s website here.

    Mastercard® Zero Liability protection.

    Zero Liability provides protection against unauthorized credit card use. More information is available on Mastercard’s website here.

    If you have a concern regarding our compliance with a code or commitment, we want to hear about it. Visit our Contact Us page to find out how to reach us. You can also review our Complaint Resolution Process for information on resolving your concerns.

  • 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 Licence (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)
      • Firearms Possession and Acquisition License
    • 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, Stn. D
    Scarborough, ON  M1R 5L1

    It will take approximately 14 business days to review documentation submitted in relation to a POA 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.

  • About Coercive Tied Selling

    Why are we providing this information?

    The Bank Act requires banks to inform customers in plain language that coercive tied selling is illegal. To comply with the law, Capital One has provided information explaining:

    • What coercive tied selling is,

    • What coercive tied selling is not, and

    • How to contact us if you have any questions or concerns.

    What is coercive tied selling?

    Section 459.1 of the Bank Act prohibits banks from practicing coercive tied selling. More specifically, it is against the law for a bank to “impose undue pressure on, or coerce, a person to obtain a product or service from a particular person, including the bank and any of its affiliates, as a condition for obtaining another product or service from the bank.” You cannot be unduly pressured to buy a product or service that you don’t want, from a bank or one of its affiliates, to obtain another bank product or service.

    What is our commitment to you?

    We expect all Capital One associates to comply with the law by not practicing coercive tied selling. We urge you to let us know if you believe that you have experienced coercive tied selling in any dealings with us. You can find out how to contact us at the bottom of this section.

    What is not coercive tied selling?

    Most businesses, including Capital One, look for tangible ways to show their interest in your business and appreciation for your loyalty. Sales practices, such as preferential pricing and bundling of products and services, offer potential and existing customers better prices or more favourable terms. These practices should not be confused with coercive tied selling, as defined by the Bank Act. Many of these practices will be familiar to you in your dealings with other businesses.

    • What is preferential pricing?

      Preferential pricing means offering customers a better price or rate on all or part of their business. For example, a printer offers a lower price for each business card if you buy a thousand cards instead of a hundred. A shoe store offers a second pair of shoes at half price.

      Similarly, a bank may be able to offer you preferential pricing – a lower interest rate, or higher rewards – if you use more of its products or services.

    • What is bundling of products and services?

      Products or services are often combined to give consumers better prices, incentives or more favourable terms. By linking or bundling their products or services, businesses are often able to offer them to you at a lower combined price than if you bought each product on its own. For example, a fast-food chain advertises a meal combination that includes a hamburger, fries and a drink. The overall price is lower than if you bought the three items separately.

      Similarly, banks may offer you bundled financial services or products so that you can take advantage of package prices that are less than the sum of the individual items.

    How do we manage our credit risk?

    To ensure the safety of their depositors, creditors and shareholders, banks must carefully manage the risk on the credit cards they approve. Therefore the law allows us to impose certain requirements on borrowers as a condition for extending credit – but only to the extent necessary for us to manage our risk.

    At Capital One, our requirements for borrowers will be reasonable and consistent with our level of risk.

    How can you contact us?

    If you have a concern regarding your dealings with Capital One, we want to hear about it. Visit our Contact Us page to find out on how to reach us. You can also review our Complaint Resolution Process for information on resolving your concerns.

  • CDIC Notice

    Capital One Bank (Canada Branch) is an authorized foreign bank branch of Capital One Bank (USA), N.A., operating in Canada. While Capital One does not currently accept deposits in Canada, regulations under the Bank Act require us to provide the following notice:

    NOTICE:
    Deposits with
    Capital One Bank (Canada Branch)
    Are not insured by the
    Canada Deposit Insurance Corporation