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Capital One Financial Corporation is a credit card issuing company. The firm issues secured and unsecured credit cards and is a direct marketer of consumer lending products.

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 6088 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

6088 complaints closed with BBB in last 3 years | 1454 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 257
Billing/Collection Issues 2284
Delivery Issues 43
Guarantee/Warranty Issues 18
Problems with Product/Service 3486
Total Closed Complaints 6088

Additional Complaint Information

On May 1, 2012, Capital One acquired HSBC’s domestic credit card portfolio.  This includes accounts from Orchard Bank, Household Bank, Direct Merchants and several other retail brands.  For more information or if you have questions, visit the Capital One web site at

Customer Reviews Summary Read customer reviews

23 Customer Reviews on Capital One Financial Corporation
Customer Experience Total Customer Reviews
Positive Experience 5
Neutral Experience 0
Negative Experience 18
Total Customer Reviews 23

Additional Information

BBB file opened: December 20, 1994 Business started: 05/03/1994 in VA Business incorporated: 05/03/1994 in VA
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 Credit Card Capital One Direct Bank Capital One HealthCare Finance Capital One Home Loans Capital One Services, Inc. Capital One Small Business Direct Authority Bankcard GM Credit Card ING Direct ING Sharebuilder Sony Card Sony Card Product
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.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


BBB Complaint Process

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On July 16, 2012, Capital One Bank entered into a Consent Order with the Consumer Financial Protection Bureau.  The Order settles allegations that the business used deceptive marketing tactics to pressure or mislead consumers into paying for "add-on products" such as payment protection and credit monitoring when they activated their credit cards.  Under terms of the Consent Order, Capital One agrees to end deceptive marketing and completely repay two million consumers.  The Consent Order was for settlement purposes only and should not be considered as an admission of guilt or finding of violation of the law.  For more details, go to