BBB Business Review

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BBB Accredited Business since

Capital One Financial Corporation

Find a Location

Phone: (800) 955-7070 Fax: (888) 259-3021 View Additional Phone Numbers 15000 Capital One Dr, Richmond, VA 23238

BBB Business Reviews may not be reproduced for sales or promotional purposes.


Capital One offers a broad array of financial products and services to consumers, small businesses, and commercial clients through branches, the Internet, and other distribution channels.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Capital One Financial Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Capital One Financial Corporation include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 4028 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

4028 complaints closed with BBB in last 3 years | 1437 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 248
Billing/Collection Issues 1664
Delivery Issues 56
Guarantee/Warranty Issues 15
Problems with Product/Service 2045
Total Closed Complaints 4028

Customer Reviews Summary Read customer reviews

71 Customer Reviews on Capital One Financial Corporation
Customer Experience Total Customer Reviews
Positive Experience 10
Neutral Experience 2
Negative Experience 59
Total Customer Reviews 71

Additional Information

BBB file opened: December 20, 1994 Business started: 05/03/1994 in VA Business incorporated 05/03/1994 in VA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

National Mortgage Licensing System

Type of Entity


Business Management
Mr. Tim Nelson, Extended Operations Manager
Contact Information
Customer Contact: Ms. Laura Farley
Business Category

Credit Cards & Plans Mortgage Lender Banks

Alternate Business Names
Capital One Capital One Auto Finance Capital One Bank CAPITAL ONE BANK (CAPSTONE) Capital One Bank (USA), N.A. Capital One Credit Card Capital One Direct Bank Capital One HealthCare Finance Capital One Home Loans Capital One Investing, LLC Capital One Services, Inc. Capital One Services, LLC Capital One Small Business Capital One, N.A. Direct Authority Bankcard GE Healthcare Financial Solutions GM Credit Card ING Direct ING Sharebuilder Sony Card Sony Card Product

Customer Review Rating plus BBB Rating Summary

Capital One Financial Corporation has received 3.88 out of 5 stars based on 71 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in Central Virginia. Businesses may engage in more than one type of business.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.