Not upheld: Account administration errors complaint against Capital One (Europe) plc

Decision detail

Summary

Miss V complained that Capital One charged interest on her credit card account before the end of an 18-month promotional period, claiming she was unaware interest would be applied. Capital One had offered 0% interest on balance transfers for 18 months and on new purchases for 3 months. The firm sent a reminder email in December 2024 notifying Miss V that the 0% rate on purchases would end on 10 January 2025, and subsequently charged interest in accordance with the credit agreement terms. The ombudsman found that the promotional terms were clearly set out in the signed credit agreement, Miss V was reminded before the period ended, and the interest was correctly charged. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that the interest rates and promotional periods were clearly set out in the credit agreement that Miss V signed. She was given a reminder email before the 0% period on purchases ended. The interest charged was correctly calculated in accordance with the agreement terms. The ombudsman noted that Capital One was not required to refund any interest and that the goodwill refund of January 2026 interest did not create an obligation to refund previously charged interest.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website