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.