Can’t pay Capital One UK? What you can do
Behind with Capital One UK, or about to be? Here is what Capital One UK has to do when you are struggling, how to ask for help, and what happens if things go further.
Applies to: UK-wide
What to do now
- Contact Capital One UK before a payment is missed.
- Ask for a lower payment and frozen interest, in writing.
- Get free advice if you have several debts.
About Capital One UK
Capital One UK is a credit card provider, including cards for people building or rebuilding their credit history.
Capital One UK appears on the FCA register (firm reference number 204440).
If you cannot pay Capital One UK
If you are behind on a card, ask for the interest and charges to be frozen or reduced and for a lower payment you can keep. If you have been paying more in interest and charges than off the balance for 18 months, FCA persistent debt rules require the provider to contact you and, at 36 months, to help you repay faster.
Capital One UK’s own help page for customers in financial difficulty: https://www.capitalone.co.uk/support/money-worries.
FCA rules require lenders to treat customers in financial difficulty with forbearance and due consideration. That can mean reducing or suspending interest and charges, accepting lower payments for a period, or giving you time to get advice. Lenders do not have to agree to every request, but they must consider it.
What to do
- Contact Capital One UK before you miss a payment if you can.
- Work out what you can afford with the budget calculator.
- Put your offer in writing — the Letter Builder writes it for you.
- Ask for a 30-day hold while you get free advice if you need it.
- Keep a note of every call in the contact log.
If it goes further
If arrears build up, expect a notice of sums in arrears, then a default notice giving at least 14 days to put things right. After a default the account may be passed or sold to a debt collector. See the full timeline or find the collector in the debt collectors A–Z.
Complaining to Capital One UK
Complain to Capital One UK first. Its complaints page: https://www.capitalone.co.uk/support/faqs/complaints. If you are not happy with its final response, or it has not replied within eight weeks, you can take the complaint to the free Financial Ombudsman Service — for example if the lender did not check you could afford the credit, or has not treated you fairly while you were struggling.
My Debt Cleared is not connected with Capital One UK. We are an independent information site and cannot see or change your account.
Sources for this page
- www.capitalone.co.uk/support/faqs/complaints
- littlewoods.capitalone.co.uk/support/support-with-your-finance-during-tough-times
- asos.capitalone.co.uk/support/faqs/complaints
- luma.capitalone.co.uk/luma/making-your-complaint
- www.fca.org.uk/publication/fca/foi11214-annex-a.csv
You never have to pay for debt advice. MoneyHelper (government-backed), StepChange, National Debtline and Citizens Advice all give free, confidential advice with no obligation.
Common questions
What happens if I can't pay Capital One UK?
Missed payments will be reported to the credit reference agencies and charges may be added. If arrears continue, Capital One UK will usually send a default notice and may pass the debt to a collector or take court action. Contacting it early usually leads to better options.
Will Capital One UK freeze interest?
It may. Lenders must consider freezing or reducing interest and charges for customers in financial difficulty, but they do not have to agree. Ask in writing and include your budget.
How do I complain to Capital One UK?
Complain to Capital One UK first. If you are not happy with its final response, or it has not replied within eight weeks, you can go to the Financial Ombudsman Service, which is free.