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Contact Us

Addressing your concerns.

At Capital One®, our top priority is our customers – we work hard to ensure that our customers’ expectations of service are not only met but 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: Contact our Customer Service team.

    Our Customer Service team is your first point of contact for customer service inquiries or other concerns. Please have your relevant information handy when you call or write us – for example, your account number, important dates and names of Customer Agents that you’ve spoken with.

    As part of Step 1, our Customer Service team may refer you to specialized departments depending on the nature of your inquiry or concern.

    Note: Our Customer Service team is unable to provide account details or personal information over email.

    Capital One Cardholders

    1-800-481-3239

    Capital One Customer Service

    P.O. Box 503, Stn. D

    Scarborough, ON M1R 5L1

    Costco Cardholders

    1-800-723-3500

    Capital One Customer Service

    P.O. Box 500, Stn. D

    Scarborough, ON M1R 0C2

    Hudson’s Bay Cardholders

    Hudson’s Bay Mastercard Customers

    Toll-free within Canada and the U.S.

    1-866-640-7858

    Outside of North America, call collect

    1-513-770-3782

    Hudson’s Bay Credit Card Customers

    Toll-free within Canada and the U.S.

    1-800-263-2599

    Hudson’s Bay Credit Services

    P.O. Box 903, Stn. Agincourt

    Scarborough, ON M1S 5M4

    SaksFirst Credit Cardholders

    1-855-SAKS-222 (1-855-725-7222)

    Saks Fifth Avenue Credit Services

    P.O. Box 903, Stn. Agincourt

    Scarborough, ON M1S 5M4

    IHG® Rewards Club Cardholders

    1-800-481-3239

    Capital One Customer Service

    P.O. Box 503, Stn. D

    Scarborough, ON M1R 5L1

    Delta SkyMiles® Cardholders

    1-888-272-4124

    Capital One Customer Service

    P.O. Box 503, Stn. D

    Scarborough, ON M1R 5L1

    If you are speaking with our Customer Service team and they are unable to resolve your inquiry or concern to your satisfaction, you can ask to speak to an Account Supervisor.

  • Step 2: Speak with our Executive Response Committee.

    If you’ve worked with an Account Supervisor and are still unsatisfied with the resolution, you may ask the Supervisor to escalate your complaint to the Executive Response Committee (ERC) on your behalf. You’ll be contacted to let you know that the ERC has received your case along with the complaint file number. When the ERC has finished their review of your complaint, they’ll send you a response letter.

  • Step 3: Contact the Office of the Capital One Ombudsman.

    If you remain unsatisfied after the ERC has finished their review of your complaint, you may contact the Office of the Ombudsman in writing. Please sign and return the engagement document provided to you with the ERC response letter. When contacting the Ombudsman, be sure to include a detailed account of your complaint, along with your complaint file number.

    Email:

    ombudsman@capitalone.com

    Fax:

    1-855-590-1834

    Mail:

    Capital One Ombudsman

    P.O. Box 511, Stn. D

    Scarborough, ON M1R 0A4

  • Step 4: Contact the Ombudsman for Banking Services and Investments (OBSI).

    If our Ombudsman has been unable to resolve the complaint to your satisfaction, or if 90 days has elapsed since your concerns were escalated to our Executive Response Committee, you can contact the OBSI for a further review of your complaint.

    Note: OBSI is independent of Capital One and its services are free to consumers. You should contact the OBSI within six months from the date of the Capital One Ombudsman’s response to you.

    Email:

    ombudsman@obsi.ca

    Call:

    1-888-451-4519 (Toll-Free)

    Hearing Impaired:

    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

  • Compliance with consumer protection provisions.

    If your concerns are regarding our compliance with federal consumer protection law, public commitments, or industry codes of conduct, you may contact the Financial Consumer Agency of Canada at any time.

    Call:

    For service in English: 1‑866‑461‑FCAC (3222)

    For service in French: 1‑866‑461‑ACFC (2232)

    For calls made outside of Canada: 1‑613‑960‑4666

    Hearing Impaired:

    1-866-914-6097/1-613-947-7771

    Fax:

    1-866-814-2224/1-613-941-1436

    Mail:

    Financial Consumer Agency of Canada

    427 Laurier Avenue West

    6th Floor

    Ottawa, ON K1R 1B9

    Website:

    www.fcac-acfc.gc.ca

  • Ombudsman Annual Report

    Capital One Bank (Canada Branch) (the “Bank”) has a process in place to help you resolve any issues or complaints relating to your account fairly and efficiently.

    The Office of the Capital One Ombudsman (the “Ombudsman”) is an impartial body that reviews customer complaints that remain unresolved after having been addressed by representatives of the Bank’s executives. The following is information regarding complaints handled by the Bank’s Ombudsman in 2018.

    2018

    Number of complaints dealt with by the Ombudsman

    133

    Average length of time (in calendar days) taken by the Ombudsman to deal with a complaint

    55

    Number of complaints resolved by the Ombudsman in accordance with the Bank’s complaint handling procedures to the satisfaction of the person who made the complaint

    95

    Download a PDF version of the 2018 Ombudsman Annual Report (987KB PDF)

    Requires the latest version of Adobe Reader®.

    2017

    Download a PDF version of the 2017 Ombudsman Annual Report (729KB PDF)

    Requires the latest version of Adobe Reader®.