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Problem with a transaction

Firstly, don't panic

In many cases transactions turn out to be genuine and people simply don't remember. We suggest a quick double check to make sure it's not something you actually know about and agreed to.

1

Is the transaction on your account?

Check your account online. If you don't have online access you can easily sign up to manage your account online.
2

Do you recognise the transaction or amount?

Check receipts, it's easy to confuse similar amounts. If you have additional cardholders on your account, check to see if they authorised the transaction.
3

Can you call the retailer / merchant?

Most retailers/merchants are happy to help if a mistake has been made. You may find their contact details on your receipt or the internet.

Raising a dispute

If you think there's something wrong with a transaction you'll need to complete a disputes form so that we can look into it for you.

If your dispute is about a travel company that is no longer trading, this is the form you needopens in a new tab

Otherwise you'll find a link to the form under this important information.

Important:
  • Remember to get in touch with the company that took the payment first, to see if they can help.
  • If they can't help, complete all five sections of this form and remember to include any other documents that will help us find out what's happened.
  • Send it to us by attaching it to an email to UKDisputes@capitalone.com. Please don't use the Adobe file-sharing option, we won't get it if you do. You can also post it to us if you prefer.

You can download the form hereopens in a new tab

You'll need Adobe Readeropens in a new tab to complete this form - it's free.