Capital One (Europe) plc issues credit cards in the UK, including credit-builder cards with low starting limits.
The Ombudsman regularly looks at complaints about Capital One’s starting limits and later increases. Capital One also issued the Ocean credit card.
Could you have a claim?
Capital One had to check you could afford to repay without falling behind on bills or other debts, and check again before lending more. It may not have done enough if:
- Your limit went up while you were near or over it
- You were only making minimum payments for a long time
- You were charged late or over-limit fees
- You had several cards at once
- You used the card for cash or to pay bills
More about claims for credit cards.
What you could get back
If a complaint is upheld, the usual outcome is a refund of the interest and charges you paid on the lending that shouldn’t have been given, plus 8% simple interest a year, and any negative marks about that lending removed from your credit file. If you still owe money, the refund may be taken off the balance first. Try our refund calculator for a rough idea.
How to complain to Capital One
- Write to Capital One saying the lending was unaffordable and asking for a refund of interest and charges plus 8%. Use the complaints contact on Capital One’s website. Our free complaint letter has the wording.
- Capital One has 8 weeks to send a final response.
- If you’re unhappy with their final response, you usually have 6 months to take it to the Financial Ombudsman Service. If 8 weeks pass with no final response, you can go to the Ombudsman straight away. It’s free.
You don’t have to use a claims company. If you’d rather a regulated firm did it for you, do our free check.
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Questions people ask
Can I claim if I’ve paid off my Capital One account?
Yes. What matters is whether the lending should have been given at the time, not whether you’ve repaid it.
Will complaining affect my credit score?
No. Complaining doesn’t affect your credit score. If your complaint is upheld, negative information about the unaffordable lending is usually removed.
I don’t have my Capital One paperwork. Can I still complain?
Yes. Capital One holds the records. You can ask for a copy of everything they hold about you with a free subject access request, which they must answer within a month.