Frequently asked questions

Applying with us

Check your eligibility with the quick one-page online application. Click here to submit a few pieces of information about you and your business. 80% of our customers receive a decision within 2 minutes!

No - applying with us risk-free and the checks won't affect your credit score. We only perform a soft search on your business and personal credit files when you apply, meaning the search is only visible to you and us.

Our one-page application will ask for basic business and personal information. If your business is a Limited Company, please have your registered number to hand. Once you’re signed up, we will review your application and check that your business complies with regulatory requirements. If all conditions are met, we will send you a Capital on Tap Business Credit Card to access your funds.

In some circumstances, we may require further information on your business such as business trading activity or the names and address of the additional business owners. We will contact you within one business day via email if this is the case and inform you of any requirements in order to complete your application.

Log in to your Capital on Tap account and visit the Cards page to activate your card. On this page, you'll also be able to view your PIN and request additional cards.

Once we've completed the set up of your account, you can activate your card via the Portal and start spending straight away. Or if you prefer, you can draw funds directly into your nominated business bank account!

There are no joining, monthly or annual fees with our standard account!

You can, however, upgrade to our one of our Rewards schemes to earn cashback or Avios. Click here to learn more.

Your card will be delivered to you within 3-5 business days from the completion of your account setup.

If it hasn't arrived by the sixth business day, please get in touch.

You are eligible for a Capital on Tap Business Credit Card if:

  • You are an active director of the company or majority shareholder of 25%+ ownership. If neither of these titles matches your role within the company we will unfortunately not be able to accept your application.
  • You and your business are based in the UK;
  • Your business has a turnover of at least £24,000 per annum;
  • You have no unsatisfied CCJs against you or your business in the last 12 months.
  • If you answered yes to all the above, click here to complete an application.

Using your card

All Capital on Tap Business Credit Cards allow contactless payments. You'll be able to use contactless anywhere where both VISA and contactless are accepted. Wherever contactless is not accepted, you can always insert your card and use Chip & PIN instead.

In 2021 the Contactless limit increased to £100 per transaction. When you've used contactless several times in a row, we'll ask you to insert your card and use your PIN to make sure it's still you. This will happen when you've spent £300 using contactless since you last entered your PIN. Inserting your card and using your PIN should always resolve this.

You can use your card to make purchases at any merchant worldwide that accepts VISA. You can also use your card to make withdrawals from a cash machine (subject to a maximum of £400 every 24 hours).

You will be able to use your card as soon as you have completed your account set up and have activated your card online.

Your billing address is the business address registered to your Capital on Tap account. You can check this on your details page on the portal.

You can view your current PIN on your portal at any time. Simply sign into your account, head to the Cards page and click 'View PIN'.

If you notice any transactions on your account that you do not recognise, please check the name of the merchant via a Google search. Please also ask any additional cardholders if they recognise the transactions.

If you still do not recognise the transactions, please log in to your account immediately, head over to the Cards page and freeze the card in question. Please then give us a call on 0208 962 7401.

For security reasons you have a limited number of times you can incorrectly type in your PIN before your card becomes blocked. If this happens please log into your online portal and view your correct PIN online via your 'Cards' tab. Please then go to any ATM and follow the PIN services option to unblock your PIN.

1. Have you recently set up or cancelled your Direct Debit Mandate?

If you have recently changed your direct debit details, please wait for your bank to confirm the new mandate, which should take no longer than 24 hours.

If your mandate was recently cancelled, please reconfirm the same details on the Repayments page of your portal. If you need to update your mandate due to a bank account change, please give us a call on 0208 962 7401.

2. Did you freeze your card or do you have a spending limit set on your card?

Don't worry! This can be changed in the Cards tab of the portal.

3. Has your card been activated?

If you have not yet activated your card, please do so on the Cards page of your portal.

Please make sure you complete a chip and PIN transaction before using contactless for the first time.

4. Have you reached your contactless limit?

When you've used contactless several times in a row. We'll ask you to insert your card and use your PIN to make sure it's still you. This will happen when you've spent more than £300 on contactless since you last entered your PIN.

Inserting your card and using your PIN should always resolve this.

 

5. Is your limit being reviewed, or are you in the process of onboarding?

If yes, we will be in touch within one business day with an update on your account as it remains inactive while under review.

6. Does the merchant you are trying to pay fall into any of the restricted categories?

Some merchant categories are restricted, such as gambling, fines, wire-transfers or purchasing foreign currency.

7. Is the merchant you are trying to pay located in any of the following restricted countries?

Afganistan, Albania, The Bahamas, Barbados, Belarus, Bosnia and Herzegovina, Botswana, Burundi, Cambodia, Central African Republic, Congo (Democratic Republic), Cuba, Egypt, Ghana, Guinea, Guinea Bissau, Hong Kong, Iran (Islamic Republic), Iraq, Jamaica, Korea (Democratic People's Republic), Lebanon, Libya, Mali, Mauritius, Mongolia, Myanmar, Nicaragua, Somalia, Pakistan, Panama, Russia, South Sudan, Sudan, Syria Arab Republic, Trinidad and Tobago, Tunisia, Turkey, Uganda, Ukraine, Vanuatu, Venezuela, Yemen and Zimbabwe.

8. Do you have an outstanding repayment on your Capital on Tap account?

If yes, please repay the outstanding amount at your earliest convenience via the Repayments page on your portal. If you are unable to make the payment then please get in touch in order to speak to our Collections team.



If none of the reasons above explains your recent card decline, please do feel free to contact us.

The daily withdrawal limit is 2 transactions, with a maximum cumulative value of £400.

We do have some restricted merchant categories that we cannot authorise due to the nature of funding that we provide (for businesses).

We currently don’t support spending at a small number of merchant categories in accordance with our Terms and Conditions. Examples include gambling-related activities, securities brokerage services, fines, wire-transfers and purchasing foreign currency. Thank you for your understanding.

You are able to set spending limits on all supplementary cards (via the 'Cards' page in your portal). Currently, we’re unable to block ATM transactions on your cards.

You can use your Capital on Tap card almost anywhere in the world, and at any seller who accepts VISA. Better still, we don’t apply any charges or commission on those transactions above the base exchange rate, and you don’t even have to notify us of your trip abroad!

However, there are a few countries where you can’t use your Capital on Tap card in compliance with our obligations under national and international law. These restrictions are updated regularly in response to legislation and are subject to change.


At present, the countries we don’t support are Afganistan, Albania, The Bahamas, Barbados, Belarus, Bosnia and Herzegovina, Botswana, Burundi, Cambodia, Central African Republic, Congo (Democratic Republic), Cuba, Egypt, Ghana, Guinea, Guinea Bissau, Hong Kong, Iran (Islamic Republic), Iraq, Jamaica, Korea (Democratic People's Republic), Lebanon, Libya, Mali, Mauritius, Mongolia, Myanmar, Nicaragua, Somalia, Pakistan, Panama, Russia, South Sudan, Sudan, Syria Arab Republic, Trinidad and Tobago, Tunisia, Turkey, Uganda, Ukraine, Vanuatu, Venezuela, Yemen and Zimbabwe.

We may also occasionally restrict spend on your card where we believe doing so would protect you from unauthorised usage, or would be necessary for compliance with our regulatory obligations.

What will happen?
Any transactions will be automatically declined. We will endeavour to contact you to inform you of the reason why your payment was declined and may attempt to call you if we require any additional information. In case your card recently declined and you did not spend in any of these regions, please head over to our Card Decline Checklist to find out why!

To complete an online purchase, please select the correct card type and ensure you use your business address as the billing address. Please then complete all other required fields online, all of which can be found on your Capital on Tap card.

The merchant will usually need your name, your 16-digit card number printed on the back of the card, the expiry date and the card type which is Visa Credit. The expiry date is shown as the 'Valid Thru' or 'Expires/Ends' date. They may also request your CVV number, which is the last three digits on the signature strip of the card.

Some of your transactions may be authorised using a One Time Passcode (OTP). Please remember to never share your OTP over the phone, not even with a Capital on Tap employee.

You are able to make up to 15 transactions per day on your Capital on Tap Business Credit Card.

If the expected delivery date has passed, or if no delivery date was agreed and it is 15 days since the date of the transaction, please contact the supplier. If you are unable to resolve this with the supplier or have any further queries please contact us on 02089627401.

You can use your Capital on Tap card almost anywhere in the world, and at almost any seller who accepts VISA. Better still, we don’t apply any charges or commission on those transactions above the base exchange rate, and you don’t even have to notify us of a trip abroad! However, there are a few places that we don't currently support.
  • We currently don’t support spending at a small number of merchant categories in accordance with our terms and conditions. Examples include gambling-related activities, or securities brokerage services.
  • There are a few countries where you can’t use your Capital on Tap card in compliance with our obligations under national and international law. These restrictions are updated regularly in response to legislation and are subject to change. 
At present, the countries we don’t support are Afganistan, Albania, The Bahamas, Barbados, Belarus, Bosnia and Herzegovina, Botswana, Burundi, Cambodia, Central African Republic, Congo (Democratic Republic), Cuba, Egypt, Ghana, Guinea, Guinea Bissau, Hong Kong, Iran (Islamic Republic), Iraq, Jamaica, Korea (Democratic People's Republic), Lebanon, Libya, Mali, Mauritius, Mongolia, Myanmar, Nicaragua, Somalia, Pakistan, Panama, Russia, South Sudan, Sudan, Syria Arab Republic, Trinidad and Tobago, Tunisia, Turkey, Uganda, Ukraine, Vanuatu, Venezuela, Yemen and Zimbabwe.
  • We may occasionally restrict spend on your card where we believe doing so would protect you from unauthorised usage, or would be necessary for compliance with our regulatory obligations.
What will happen?
Any transactions will be automatically declined. We will endeavour to contact you to inform you of the reason why your payment was declined and may attempt to call you if we require any additional information.

Just head to your Customer Portal and to the 'Cards' page. Follow the instructions there to change your PIN.
Don't forget to visit an ATM and complete a balance enquiry to finalise the PIN change.

For security reasons you have a limited number of times, you can incorrectly type in your PIN before your card becomes blocked. If this happens please log into your online portal and view your correct PIN online via your 'Cards' tab.

Manage your account

We will email your statements each month, on the day after your billing period ends. You can also access these at any time via your portal.

After your direct debit has been submitted it will clear at midday the following business day, which usually means one business day after your due date.

You can make a manual debit card repayment into your account at any time. Simply login and head over to the 'Repayments' page.

Your username is the email address registered on your account.

Pending payments are payments that we have authorised on our side but that have not yet been authorised by the merchant. If the merchant does not authorise the payment the funds should automatically be returned to your account after 7-30 days.

Go to the LOGIN page and click 'Forgot password?' in order to reset your password. A reset password link will be sent to your email address.

In order to login to your account simply select the LOGIN button on the top right-hand side of our website. You will then need your email address and password in order to log in.

Yes! In order to draw down your funds, you must have a valid direct debit in place. You can draw down the funds via the Dashboard on your online account. The funds should usually reach your account within minutes but can take up to a maximum of two hours. Please note drawdowns will always incur interest on a daily basis until repaid in full.

You can have up to 10 cards on your account at any one time and can set individual spending limits on each card, from the Cards page on your portal.

With Business Rewards, you can have up to 20 cards on your account! For more information please click here.

Yes! Our Andriod app is available to download from the Google Play store here and our iOS app from App Store here.

 

We're always looking at how we can offer better terms to our customers. We check-in on how you've been using your account regularly to see if we can offer you a higher credit limit and/or lower interest rate. As well as making timely repayments, we review all available credit and affordability information to ensure we are lending responsibly. These reviews are performed automatically and we'll be sure to drop you an email if we've been able to improve your account!

We will send you an email on the last day of your billing period letting you know when your direct debit is due. You will also be able to view this information on your portal.

You can redeem your points to Avios via the Rewards page on your portal, you just need your British Airways Avios account details to hand!

If you're not already on one of our reward schemes, you can check them out here.

You can redeem your points via the 'Rewards' page on your portal.

Simply login and head over to the 'Activities' page. Here you can download your statement as a PDF or CSV file. You are also able to view details of your next payment on the 'Repayments' page.

Additionally, we will email your statement at the end of each billing period.

We will refund the agreed amount within 5-7 business days from the point it was requested. The refund will be sent to the bank account we have on file for you or we will directly accredit it to your Capital on Tap account balance, depending on what you have discussed with our team. In case it has been more than 7 business days since you requested the refund, please do give us a call on 0208 962 7401. Thank you very much for your patience!

Fees and Repayments

You should only borrow money that you feel you can comfortably repay. We don't like charging late fees and recommend you contact us on 0208 962 7401 if you think you might not be able to make a scheduled repayment. In the event we can't reach you, your account may incur additional charges for late payment as outlined in your funding agreement.

The fee for the Business Rewards Card is £99 per year. The card offers 1 point for every £1 of card spend, redeemable for 1p (1% cashback) or 1 Avios.

 

You have three repayment options which you can update each month to suit your preferences. You can select a Monthly Minimum, Fixed Amount, or Full Balance repayment option. The exact amount will vary month on month depending on your outstanding balance. In the event that your balance is less than the minimum monthly amount, your full outstanding balance will be taken. You can also repay at any time by making a debit card payment on the Repayments page of your account.

We don't like charging late fees and recommend you contact us on 0208 962 7401 if you think you might not be able to make a scheduled repayment. In the event we can't reach you, your account may incur additional charges for late payment as outlined in your funding agreement.

We have three different repayment options to suit your preferences:

You can select a monthly Minimum, Fixed Amount, or Full Balance repayment option. These will vary month on month depending on your outstanding balance. In the event that your balance is less than the Minimum Monthly amount, the remainder of your balance will be taken.

Please visit the 'Repayments' page of your portal for more detail, or to make changes. You can change your repayment option at any time, however, you will need to change this before the end of your current billing period in time for your next payment due date.

Your funding costs depend on your interest rate and how long you want to borrow the funds for. Rates can range from 0.79% to 4.9% per month. We continually aim to review our accounts to see if we can provide you with a better interest rate or a higher credit limit. We will drop you an email if we have been able to do this!

We do not currently have the option to update payment due dates, however, this is something we want to introduce in the near future.

In the meantime, if you'd like to talk to us about your upcoming payment just give us a call on 0208 962 7401.

The most simple way to pay is by direct debit, but you can also make a debit card payment at any time from the portal. We are unable to accept payments from credit cards, other credit facilities or balance transfers. We are also unable to accept bank transfers apart from under exceptional circumstances.

We do not accept payments from a PayPal account. You can, however, make a debit card repayment at any time via the 'Repayments' page on your portal.

We collect payments via direct debit each month. Make sure you have your direct debit set up on your account, and we'll take care of the rest!

The length of time it takes to repay a loan depends on your chosen method of repayment. You can, however, repay your loan back as quickly as you like, irrespective of your chosen repayment method by making a manual debit card payment anytime via your online account. Simply login and head over to the 'Repayments' page.

We do apologise for the inconvenience this may have caused you. Please be aware that even though you have an active arrangement, you may still be receiving automated communication from us regarding the arrears on your account. We are FCA regulated and we are unable to pause this communication at this time. Thank you for your understanding!

We can cancel a specific upcoming payment up until two business days prior to the payment due date. If you are trying to cancel a payment within two business days of your due date, we will be unable to cancel it for you. However, you will be able to give your bank a quick call and ask for this to be cancelled. Please specify that you wish to cancel this payment only and not the whole mandate.

There is no fee for exceeding your approval amount, however, you will no longer have available funds to spend once you have exceeded your limit. In order to increase your available funds again, please make a debit card repayment to reduce your outstanding balance back below your limit. Alternatively, you can wait for your next monthly payment to be taken by direct debit.

Don't worry - you can use the drawdown option that can be found on your Dashboard to send these funds to the bank account we have on file for you. Just to confirm, if you draw down the exact amount you are in credit for, there will be no interest charges. If your drawdown exceeds that amount, there will be the usual interest charge at the end of your billing period.

Accounting Integration

We are proud to integrate with Xero, Quickbooks, Freshbooks, FreeAgent, *KashFlow, and *Sage. You’ll be able to export your Capital on Tap transaction data, and connect with your chosen platform.

Can’t see your favourite accounting platform on our list? Reach out to our team on 020 8962 7401 as we’re always looking to improve our product!

 

*At this time, Kashflow and Sage are only compatible with exporting data.

This feature will give you a real-time view of your cash flow to make running a business simple and smart.

Connecting to your account will post all of your completed financial activity every 12 hours. This will include bank withdrawals, ATM withdrawal, interest charges, card payments, chargebacks, refunds, and reward redemptions.

The first time you set up the feed, we’ll sync all your previous transactions back to 01 April 2018. Pending transactions sync when they are cleared.

You can currently connect your Capital on Tap account to Xero, Quickbooks, FreeAgent and Freshbooks!

Simply follow these steps:

  • Login to your Capital on Tap portal by clicking here
  • Head to the Accounting page
  • Click Connect under your chosen platform 
  • Log in to your Accounting Platform’s login page

It’s simple:

  • Login to your Capital on Tap portal by clicking here
  • Head to the Accounting page
  • Click Export under your chosen platform 
  • Choose your start and end date
  • Click Export and your data will download - it’s best to do this using a computer.

For a clean disconnect, we recommend disconnecting your Capital on Tap account from your chosen accounting platform’s portal. You’ll be able to reconnect at any time via your Capital on Tap portal!

Support & COVID-19

If you’re concerned about travel disruption, you can check your travel provider’s website – many of them have put useful information on there to help their customers.

If you are abroad when plans change, you can contact us without incurring any international dialling charges by using our chat feature available on our website.

If you're having difficulty using your card abroad, call us on 020 8962 7401.

We have partnered with The Finance Exchange, a professional team of business advisers, many of whom are qualified accountants and all of whom have an ability to quickly understand a business and its challenges. Services include lending advisory and debt advisory projects, working alongside businesses to help identify and solve problems which may be constraining their growth, reducing their profitability and impairing their financial performance.

They are an independent third party with a focus on solutions and objectives which are not only achievable but acceptable to all stakeholders, including shareholders, directors and lenders.
Please email us on contact@capitalontap.com using 'The Finance Exchange' or 'TFE' in the subject line so we can request a call back from TFE to discuss your options or go on TFE website here for further information.

We know that many businesses are facing difficult decisions. If you believe you are going to struggle to make future repayments as a result of business closure, please get in touch with us at 02089627401. We have a range of solutions designed to help you through this time and will work with you to look at what steps we can put in place to help.

We will not send your funding to a PayPal account. Limited companies need a business bank account. Non-limited companies can provide a business or personal bank account.

To get in touch please click the chat bubble at the bottom right of this page. Alternatively call us on 0208 962 7401

If your card is lost or stolen, please log in to your online account and either freeze your card or report your card lost or stolen as soon as possible.

Please check your transaction history on your Activities page to make sure there are no transactions you do not recognise.

If there are no unauthorised transactions you can reissue your card online to your home address. Your new card will take 3-5 business days to arrive and you will need to activate it online.

If you do have unrecognised transactions please give us a call immediately on 020 8962 7401.

Sometimes, we'll ask you to complete our identity verification process using a Passport or Driving Licence. We recommend completing this on your mobile phone by logging in to your portal and following the steps.

If you are having issues submitting your photo please check you have followed the online instructions and that your ID document is in date.

You will receive an email with the outcome of every submission. Please make sure when you reattempt you follow the email instructions. If you are still having continued problems give us a call on 020 8962 7401.

If you are having issues logging into your online account please make sure your username and password are correct. If you have forgotten your password, please use the 'Forgotten Password?' option to reset your password.

If you are still having issues please contact the team via the chat bubble at the bottom right of this page.

You can update some of your details by going to your details page in your portal. For the details that you are unable to update online, please give us a call on 020 8962 7401.

You can change your repayment option at any time via your online account. Simply login and head over to the 'Repayment' page. Please note you will need to update your repayment option within your billing period in order for it update in time for your next payment due date.

You can see your total outstanding balance, as well as your available balance on the Dashboard of your portal at any time.

If you would like to refer a friend please get in touch via our online chat or give us a call on 020 8962 7401 so that we can provide your unique referral code.

With the outbreak of Coronavirus, we understand that some purchases related to events or travel have been impacted.

There may be occasions when we can recover funds by raising a dispute if:
the Merchant is unable to provide you with the goods/ services for which you have paid with your Capital on Tap card; and/or the Merchant is unwilling to assist you and/or refused to issue a refund.

Should the above be the case, we will dispute the transaction(s) accordingly, but the outcome of the dispute will depend on the circumstances and the reasons for the dispute.

Am I eligible to dispute a travel-related transaction?

If you cancel your trip prior to being advised by the Merchant to do so and the Merchant is still willing and able to provide the service, it is unlikely that you will have valid grounds for a dispute. This may even be the case if the Government advice recommends against travel (subject to certain criteria to be met);

If the Merchant cancelled your trip and is refusing to refund you, and/or assist otherwise, we may be able to recover your funds, subject to written evidence to support your claim.


Will I be covered for any consequential losses?

We can only attempt to recover specific transactions which were made using your Capital on Tap card, subject to the evidence provided by you, as well as the circumstances under which you are raising the dispute.
Will I get my funds back straight away?

A dispute can take up to a month, in some circumstances even longer; however, dependent on the nature of the claim, the dispute may take two weeks or less to resolve. In some instances, the Merchants may challenge yours and our reasons for the dispute, which can extend the resolution date. In any event, we will keep you informed and reach out to you for more information if necessary;

We will refund you upon successful completion of your dispute and it is imperative that you continue making at least minimum monthly payments to your account whilst the dispute is ongoing. The refund will be inclusive of any associated interest fees if any were charged on the disputed amount(s).


Do I need to do anything first?

You must attempt to resolve the issue with the Merchant first (written evidence will make your case stronger) and if the Merchant is refusing to assist, and/or disregarding your attempts to resolve, please forward all correspondence onto us;

(travel-related) IF your booking/purchase was ATOL protected, please contact ATOL. If ATOL are unable to assist you, please send us written evidence of this;


IF your booking/purchase was insured, please contact your Insurer first. If your Insurer is unable to assist you, please send us written evidence of this.


I think I have grounds to request a transaction dispute, what should I do next?

Please contact our Disputes Team at disputes@capitalontap.com, by providing all of the below (COPIES only where applicable):

  • Transaction Details:
  • The date of the transaction;
  • The name of the Merchant;
  • The amount(s);
  • Original invoices / receipts / e-mails / booking confirmations / etc;
  • How much you are disputing (full or partial amounts);
  • A detailed description of what has been purchased (i.e., flights only, accommodation only, flights and accommodation, some activities to do whilst at the destination, etc);
  • An explanation of why you feel you have grounds to dispute the transaction(s) (i.e., a timeline of events leading up to a dispute, supported by written evidence where applicable);
  • Any other evidence you deem supportive of your dispute.

Refer to: Am I eligible to dispute transactions impacted by the COVID-19 outbreak.

We know that many businesses are facing difficult decisions. If you believe you are going to struggle to make future repayments as a result of business closure, please get in touch with us at 02089627401. We have a range of solutions designed to help you through this time and will work with you to look at what steps we can put in place to help.

We know that many businesses are facing difficult decisions. Please contact us on 020 8962 7401 so that we can work with you to find the right solution for you.

Don’t worry. Please contact us on 02089627401 to speak to one of our agents who will be able to find a solution for you. 

If you’re unhappy with any aspect of your experience with us, we want to know about it. We want to make it right for you if we can, and we want to make sure that what’s displeased you won’t happen again.

 

How do I raise a complaint?

We’d love to chat about it with you, so for the fastest response, please give our team a call on 0208 962 7401.

Otherwise, you can chat to us via live chat during business hours, or drop us an email and we’ll aim to get back to you within one business day.

Our Team is available 24/7 and if they can’t resolve your concerns at first contact, they’ll refer you to a Specialist who will investigate and get back to you.

We do welcome your feedback via post, but will necessarily take significantly longer to get back to you (though we’ll try our best!).

 

What should I include?

As much information as possible, as this will help us to resolve your concerns. At a minimum, please include the contact details that we hold for you on file, what led to your complaint and your desired resolution.

 

What is the Complaints Process?

When you raise a concern with our Customer Service Team they will do their very best to iron out any issues right there and then.

If you’re not satisfied at this point, or if we need to investigate further, we will be in touch within 3 business days either with a resolution, or a request for more time to investigate your Complaint. We’ll keep you updated at this point!

If we are unable to mutually resolve your complaint within 3 business days, or at your request, we will escalate to a more formal process. The FCA allows us up to 15 business days to reach a resolution on complaints. In very rare cases this can be extended to 35 days, but we will always endeavour to resolve your complaint as soon as possible.

If we have been unable to resolve your complaint within the maximum time frame allowed, or you remain unsatisfied at this point, we’ll let you know how to escalate your complaint to the Financial Ombudsman Service (FOS), who can help investigate and arbitrate on behalf of you and us.

 

Can I go straight to the Financial Ombudsman Service (FOS)?

We always endeavour to resolve any of your concerns internally. However, if you remain dissatisfied after having followed the procedure set out in our Complaints Policy, you have the right to refer your complaint to the Financial Ombudsman Service if you are an eligible complainant.

Their details are as follows:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Telephone: 0800 023 4567 or 0300 123 9123


FOS consumer leaflet: https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.html

 

How do you record my Complaint?

In line with our regulatory requirements, we will log each complaint. Please view our Privacy Policy for further details on how we store and use information held about our customers.

Can't find your answer?

Contact our outstanding customer service team for help on 02089627401 or email us on

contact@capitalontap.com