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Capital One (Europe) plc
Legal entity: Capital One (Europe) plc
Group: Capital One Financial Corporation
Companies House 03879023, incorporated November 1999
962banking decisions
19.2%uphold rate
777not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Payment protection insurance | 2,258 | 51.9% |
| Banking, credit and mortgages — shown above | 962 | 19.2% |
| Insurance (excluding PPI) | 5 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Irresponsible lending | 290 | 53 | 18.3% |
| Credit file reporting | 242 | 66 | 27.3% |
| Complaint handling | 121 | 43 | 35.5% |
| Card dispute or chargeback | 114 | 24 | 21.1% |
| Treatment in financial difficulty | 90 | 19 | 21.1% |
| Charges and fees | 85 | 12 | 14.1% |
| Unauthorised transaction | 72 | 11 | 15.3% |
| Support for vulnerable customers | 54 | 16 | 29.6% |
| Service failure | 41 | 21 | 51.2% |
| Account closed or refused | 35 | 6 | 17.1% |
| Interest and rates | 32 | 3 | 9.4% |
| APP scam refund refused | 26 | 1 | 3.8% |
| Product mis-sold | 19 | 5 | 26.3% |
| Payment delayed or failed | 19 | 5 | 26.3% |
| Identity checks and access | 15 | 0 | 0.0% |
| Data and privacy | 13 | 3 | 23.1% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H2 2025-07-01 to 2025-12-31 | 34.3% | 30,573 | 30,522 | — |
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 33.5% | 24,847 | 24,529 | — |
| FCA | 2024-H2 2024-07-01 to 2024-12-31 | 31.1% | 23,660 | 25,132 | — |
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 34.8% | 24,807 | 24,932 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 36.0% | 19,353 | 20,192 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 37.7% | 20,063 | 17,791 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 42.6% | 16,250 | 16,563 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 31.9% | 17,719 | 17,289 | — |
| FOS | 2025-H2 | 24.2% | — | — | 1,034 |
| FOS | 2025-H1 | 22.3% | — | — | 1,141 |
| FOS | 2024-H2 | 23.0% | — | — | 1,293 |
| FOS | 2024-H1 | 31.3% | — | — | 958 |
| FOS | 2023-H2 | 32.9% | — | — | 825 |
| FOS | 2023-H1 | 29.3% | — | — | 689 |
| FOS | 2022-H2 | 30.1% | — | — | 464 |
| FOS | 2022-H1 | 33.8% | — | — | 527 |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.