Your privacy is important to us. The personal information we collect about you is managed in accordance with this Policy.
- Credit reporting agencies
- Plastic manufacturers
- Print suppliers
- Payment processing suppliers
- Collections and law firms
- Fraud detection services
- Mastercard® (and merchants through Mastercard)
- Call centres
- Marketing and research companies
- Credit card Partners
- Regulators, courts, law enforcement and other government institutions
While Capital One takes all reasonable measures to protect data, there is always inherent risk when providing personal information. We have procedures and practices to safeguard your personal information against loss, theft and unauthorized access. You can also take steps to protect your personal information, like providing us with your new address if you move, and not sending us sensitive information through email.
You can contact Customer Service for general privacy inquiries or concerns. You can also write to our Privacy Office to request access to the personal information we have on file for you; or to raise a privacy concern.
Table of Contents
1. Privacy Commitment and Personal Information
We collect, use and disclose personal information to operate our business and as required by law. Personal information is information about an identifiable individual, as defined in the Personal Information Protection and Electronic Documents Act.
Our Privacy Officer is responsible for ensuring that we comply with this Policy and applicable privacy laws.
We are responsible for personal information in our possession or custody, as well as personal information transferred to a third party for processing. More details on our third parties are provided below under “Limiting Use, Disclosure and Retention”.
4. Information We Collect, and Limiting Collection
Except where information is required to fulfill an identified purpose, you get to decide what information you want to share with us.
Information about you. If you sign up for one of our products or services, depending on the service, we may collect information about your transactions, including purchases, account balances, fees, payment history, parties to transactions and credit card usage. We may collect information from credit reporting agencies and other outside sources to verify financial information about you, such as your employment and credit history. We may also ask you for a copy of your government identification (ID), and a photo of your face, to verify your identity. If you give us your SIN, we may use it to identify you with credit reporting agencies and other parties; we may keep this information along with other information about you in our records, even after your account is closed.
When you provide authorized user information, we expect that you have authority to consent to its collection, use, and disclosure as outlined in this Policy.
Digital and online information. When you visit our website, or use our online banking or mobile app, we may collect information from your mobile and online activity – for example, Internet Protocol (IP) address, mobile device ID, application and website use. Cookies (small computer files that a website’s server places on your computer) collect information about your online behaviour. You can set your browser to reject cookies, but this may impair our ability to customize and test your experience. For instance, they allow us to remember things like your preferred language or present you with province-specific information.
Third party service providers. We may collect information about you from third parties that we have contracted with, such as credit reporting agencies or affiliates. We may collect publicly available information about you from online sources, or from surveys that you participate in.
Communication. When you have a telephone conversation with one of our representatives, we may collect a recording of those conversations. Your call may be recorded for quality and training purposes, to resolve concerns, and to detect and prevent fraud. If you choose to contact us by email or mail, we may retain your email or mailing address, the content of your communication and our response.
5. Identifying Purposes
Capital One clearly identifies the purposes for which personal information is collected, used or disclosed prior to, or at the time of, collection, and as in our cardholder agreement.
We may use your information to contact you. Your information allows us to contact you by various methods, including mail, email, SMS message, and telephone at the contact points you’ve provided to us. We will contact you to respond to your questions, proactively provide you with information about your account(s) with us, inform you about our products and services, and update you on changes to our website, mobile app, and other digital services we provide. We may use your information to send you important updates about your application status and account opening disclosures, and important or useful messages about your account(s). When you communicate online or by email, you should be aware that sending information over the internet isn’t secure, as it can be intercepted and/or manipulated and retransmitted.
We may use your information to authenticate you. With your information, we can confirm your identity by sharing your information with the credit agency or other third parties to authenticate you when you apply for a product or service, to verify that it’s you we are speaking with when you call our Customer Service number to discuss your account, or identify you when you visit us online or on our mobile app.
We may use your information to assess your creditworthiness. With your information, we can assess your creditworthiness to determine your eligibility for products and services, and process your application(s). This information is helpful for us to offer you product choices that are suitable for you. In order to do this, we will provide your information to, and collect information about you from credit reporting agencies (refer to section 7 Limiting Use, Disclosure and Retention for information on third party sharing).
We may use your information to service you. Your information may be used to maintain, service, process, analyze, audit and collect on your account(s). For example, loyalty reward numbers and program statuses are used to align your account with cobranded credit card loyalty rewards providers. We may use your information to service your mobile account, optimize our website, perform analytics, and provide you with a unique user experience. We may also send notifications and support mobile payments with this information. When we issue you a new card, we may provide your new account information to facilitate your payments, pursuant to industry standards (refer to section 7 Limiting Use, Disclosure and Retention for information on third party sharing).
We may use your information to make improvements. We may use your personal information to evaluate existing products and services, develop new products and services, drive strategy and improve the customer experience we offer. Information we collect is also valuable for our quality and servicing training programs.
We also customize our website and mobile applications based on information collected, and use that information to understand and deliver products and services that you, and others who are similar to you, may find useful. The information is used to better understand our website and mobile application activity, and how users interact with our digital sites. It’s also used to monitor and improve our website and mobile applications.
We may use your information to prevent fraud. We may use your information to assess fraud and other risks to you and Capital One, and to protect consumers, applicants and customers from identity theft, fraud and unauthorized account access. When investigating fraud, we may ask for identification documents (such as a Canadian driver’s license, Canadian passport, birth certificate, utility bill or bank statement, or other forms of identification).
We may use your information to serve you offers, advertising and marketing. Elements of your personal information may be used to determine your suitability, or to directly communicate with you, for targeted advertising, marketing, promotions, rewards programs, research or contests. You may see advertisements for our products and services on our website, mobile applications or on third-party websites, based on your online or mobile activity and information you’ve shared with third parties.
We may use your personal information to identify you on third-party platforms you already use (such as Facebook and Twitter) and serve you ads through their marketing platforms. We may also use your information to identify you on third-party platforms (such as Facebook and Google), and then use the algorithms of those platforms to find other people with similar characteristics.
We may prevent you from seeing Capital One offers that are unsuitable for you, based on the information we know about you. For example, if you are already a customer, we don’t want to serve you ads for products and services you already have with us.
We may use your information to report. We may share application and transaction information with consumer reporting agencies and other parties who have financial, employment or business dealings with you.
If you apply for a credit product, communicate with us or provide personal information to us in any way, you acknowledge your consent for personal information collection, use and disclosure as set out in this Policy, applicable laws and industry standards. If we want to use your information for a purpose that was not disclosed at the time of initial consent, consent will be sought at the time of this new purpose.
Updating consent. Subject to legal and contractual restrictions, you can, with reasonable notice to Capital One, withdraw your consent for use and disclosure of your personal information, other than that which is required for us to maintain your account and to provide services for which you were approved.
Opt out of mail, email and phone marketing. You can request that we don’t contact you for advertising, marketing, promotions, rewards programs, research or contests, by updating your privacy preferences. You should know that withdrawing your consent in these instances may result in you missing out on offers specific to your account, like credit limit increases.
To update your privacy preferences for specific accounts, please contact the following numbers:
- Capital One credit card: 1-800-481-3239
- Capital One Costco Mastercard: 1-800-723-3500
- Hudson’s Bay Mastercard and Hudson’s Bay Credit Card: 1-877-889-0725
- SaksFirst Credit Card and Saks Fifth Avenue Credit Card: 1-855-725-7222
To opt out of the Capital One email marketing list only, visit our email opt-out site.
Opt out of cookies used for Online Behavioural Advertising (“OBA”). You can adjust your browser to reject cookies by clicking on the “AdChoices” link embedded in many of our ads. We subscribe to the Digital Advertising Alliance of Canada’s Self-Regulatory Principles for OBA. These principles promote consumers’ awareness and choice about how their information is used for OBA. You can opt out of the use of your browsing habits for OBA – just visit the AdChoices website provided by the Digital Advertising Alliance of Canada, and use the opt-out mechanism.
7. Limiting Use, Disclosure and Retention
Capital One limits use, disclosure and retention of personal information to the purposes we identify, and as required by applicable laws.
Third parties. We do not sell or rent customer lists or personal information to others. We may share your personal information with service providers who perform services for your account on our behalf (such as credit reporting agencies, card manufacturers, print suppliers, payment processing businesses, marketing, research, call centres, and other services as required to service you). Our contracts with third parties include obligations to protect your personal information, and third parties must meet our rigorous privacy standards. When you engage with other companies directly, or contact us through their platforms, their use of the information they collect from you is subject to the terms of their privacy policies. We may share your information with regulators, courts or other institutions as required by law.
Basic information disclosed to third parties for the use as described under ‘Identifying Purposes’
Credit reporting agencies - We may share your information with credit reporting agencies to verify your identity and retrieve information that helps us make a decision about your credit application, and other decisions about your account once you are a customer. We collect information from credit reporting agencies and other outside sources to verify financial information about you, such as your employment and credit history, and to provide you with certain products and services. We also share information regularly with these agencies to report on the status of your account. Information shared may include the following: name, address, SIN, phone number, credit card number, account balance, payment history and date of birth.
The credit reporting agencies we work with are Equifax and TransUnion. You can contact them directly to obtain a copy of your credit report.
- Plastic manufacturers – We may share your information with the plastic manufacturer to issue your credit card(s). Information shared may include the following: credit card number; name; and address.
- Print suppliers – We may share your information with print suppliers to print letters and statements pertaining to your account. Information shared may include the following: credit card plastic number; name and address; and previous period transactions.
- Payment processing suppliers – We may share your information with our payments processing suppliers to process your transactions and payments. Information shared may include the following: transaction information; account number; bank from which monies were extracted; and the name on the account of the bank.
- Collections and law firms – We may share your information to help us collect a debt owed to us by you. Information shared may include the following: contact and financial information.
- Fraud detection services – We may use third parties to help verify your identity, authenticate you, process reports of fraud, and monitor your transactions and online banking activity. This helps us prevent fraud, identify fraudulent activity on your account and enhance our detection tools.
- Mastercard – As part of the payment network, and pursuant to the Mastercard Automatic Billing Updater (ABU) as amended from time to time or pursuant to other industry standards, we may update and/or provide information regarding your credit card or account. ABU facilitates the secure transmission of account updates to card-on-file and recurring payments merchants. ABU helps reduce the number of declined transactions due to card expirations, lost or stolen cards, and other account changes.
- Call centres and quality assurance providers – We may share access to your account information maintained on Capital One systems, with call centres to service your account and provide you with customer support. We may share your customer experience with a third party to evaluate how we are doing, and ensure we are complying with applicable laws and regulations.
- Marketing and research companies – We may share your information to understand and deliver products, services and offers that you, and others who are similar to you, may find useful. We may also share your information to block offers that you won’t find useful. This includes digital affiliates.
- Regulators, courts, law enforcement and other government institutions – We may share your information to resolve concerns and as required by law.
Capital One Mastercard for Costco members. When you apply for and maintain a card, you (i) authorize us to disclose your personal information to Costco Wholesale Canada Ltd. (“Costco”) and its affiliates for the purposes of maintaining your card account and establishing and administering your Costco membership; (ii) authorize us to inform Costco of our decision to issue or deny you a card; (iii) authorize Costco to provide us with your Costco membership photo and membership number, both of which will appear on the card; (iv) authorize Costco to provide us with your membership start date and type and status of your Costco membership; and (v) authorize Costco to provide us with your resale permit number, if applicable. Unless you tell us otherwise, we may also share information with Costco for the purposes of offering or communicating with you about promotional offers or other products and services.
Assignees. We may, at any time, sell, transfer or assign any or all of our rights to our Canadian business, including our interests, rights or obligations regarding your account(s) with us. If we do so, we may share your personal information with prospective purchasers, transferees or assignees.
Information processed outside Canada. Your personal information may be stored and processed at our corporate offices in the U.S. or with approved third parties within the U.S. or elsewhere.
If a third party processes or stores information outside Canada, foreign governments, courts or regulatory agencies may therefore be able to obtain such personal information through the laws of the foreign jurisdiction.
Capital One ensures personal information is as accurate, complete and up to date as is necessary for the purposes for which it is to be used.
If you believe that the personal information we have about you isn’t accurate or complete, please contact us by updating your information through online banking, by calling the customer service number on the back of your card, or by writing to the Privacy Office. If you move or change your phone number or email address, update your address with us.
Capital One uses procedures and practices appropriate to the sensitivity of personal information to protect against loss, theft and unauthorized access. Access to your information is restricted to those individuals and parties who require access.
For example, we have physical security (such as restricted access to our offices and secure storage), electronic protection (such as passwords and encryption) and safe business practices (such as customer authentication when you call us). We also train our staff on how to safeguard personal information.
While Capital One takes all reasonable measures to protect data, there is always inherent risk when providing personal information. You can help us safeguard your information too. If you contact us through email or social media, you should avoid sending highly sensitive information, such as your banking information or full credit card number. If someone ‘representing Capital One’ contacts you and requests your personal or financial information, and you are suspicious, you can always contact us to confirm that the request was legitimate. We also recommend that you use unique and strong passwords for your online account(s) and that you don’t share your passwords with anyone.
10. Openness, Individual Access and Challenging Compliance
You can write to our Privacy Office to request access to the personal information we have on file for you. We will provide you with the personal information we have, subject to certain considerations specified by law. Some of the information we have on you, like your contact information and transactions, is available on your account statements easily accessed by you through online banking.
You can contact Customer Service for general privacy inquiries or concerns:
To speak to a Customer Service Representative: 1-800-481-3239
For more information about our Policy, or to raise a privacy concern, please contact our Privacy Office at the following address:
Attention: Privacy Officer
Capital One Canada
P.O. Box 508, Stn D
Scarborough, ON M1R 5L6
At Capital One, the health and well-being of our customers, associates and communities are our top priority. With the growing uncertainty surrounding the coronavirus (COVID-19), we recognize that there may be impacts to our regular operations. However, we are committed to being responsive to privacy-related requests (privacy complaints and access-to-information requests) and complying with applicable privacy laws.
Effective March 23, 2020, you may contact the Canada Privacy Office by email at email@example.com for privacy-related requests. We will also continue to accept these types of requests by mail. Please note that this email address will only be monitored for privacy-related requests. For additional information about Capital One’s response to COVID-19, please visit our dedicated webpage.