Get in Touch

Please use the following contact information:

Online
Visit www.hbc.com/eservice to:


Call

Hudson's Bay MasterCard® Customers:
Toll-free in Canada and the U.S.: 1-866-640-7858

Outside of North America, call collect: 1-513-770-3782

Hudson's Bay Credit Card Customers:
Toll-free in Canada and the U.S.: 1-800-263-2599


Mail

Hudson's Bay Credit Services
P.O. Box 903, Stn. Agincourt
Scarborough, ON  M1S 5M4


Payments

You can make your payment in a variety of convenient ways:


For More Information About Your Hudson's Bay Rewards Account

Visit hbc.com/rewards



Complaint Resolution Process

At Capital One®, our top priority is our customers. There may be times when you want to resolve an issue related to your credit card account with us. Here are the steps to get in touch with the right people to resolve your concerns.

Step 1

Customer Care

Our Customer Service Team is your first point of contact for customer service complaints or other concerns. Be sure you have your relevant information handy – for example, your account number, important dates, names of staff you’ve talked with.

Call:
Hudson’s Bay MasterCard cardholders call:
1-866-640-7858 (toll-free)
1-513-770-3782 (collect, outside of North America)

Hudson’s Bay Credit Card cardholders call:
1-800-263-2599 (toll-free)

Write:
Hudson’s Bay Credit Services
P.O. Box 903, Stn. Agincourt
Scarborough, ON M1S 5M4


Step 2

Account Supervisor or Manager

If our Customer Service Team was unable to resolve the complaint to your satisfaction, you can escalate it to an Account Supervisor and, if necessary, to a Manager. If you want to escalate the complaint yourself, our Customer Service Team will provide you with the contact information you'll need.


Step 3

Executive Response Committee

If you've been working with an Account Supervisor or Manager and are not satisfied with the resolution, you can escalate your complaint to our Executive Response Committee.


Step 4

Office of the Capital One Ombudsman

If our Executive Response Committee has been unable to resolve the issue to your satisfaction, you can contact our Ombudsman Office in writing. The highest internal level of escalation for customers of Capital One, the Office of the Ombudsman provides a full and unbiased review of consumer complaints to ensure that any incidents of unfair treatment are addressed appropriately. The Ombudsman has a specific mandate and terms of reference – you can request more information on this by contacting the Office.

Email:
HudsonsBayCreditOmbudsman@capitalone.com

Fax:
1-416-549-2768

Write:
Capital One Ombudsman
P.O. Box 511
Scarborough Stn. D
Scarborough, ON  M1R 0A4


Step 5

Ombudsman for Banking Services and Investments

If our Ombudsman has been unable to resolve the issue to your satisfaction, you can contact the Ombudsman for Banking Services and Investments (OBSI).

The OBSI is not directly affiliated with Capital One – it is an independent service for investigating and resolving complaints for participating financial institutions in Canada.

Call:
1-888-451-4519 (toll-free)
1-416-287-2877 (Greater Toronto Area)

TTY Phone:
1-855-TTY-OBSI (1-855-889-6274)

Email:
ombudsman@obsi.ca

Fax:
1-888-422-2865 (toll-free)
1-416-225-4722 (Greater Toronto Area)

Write:
Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON  M5H 2Y4

Website:
www.obsi.ca


Financial Consumer Agency of Canada

If you have any concerns regarding our compliance with a federal consumer protection law, public commitment, or industry codes of conduct, you can contact the Financial Consumer Agency of Canada and they will help resolve your concern.

Call:
1-866-461-3222 for service in English
1-866-461-2232 for service in French

Fax:
1-866-814-2224

Write:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Enterprise Building
Ottawa, ON  K1R 1B9

Website:
www.fcac-acfc.gc.ca



Hudson's Bay, Hudson's Bay Rewards, Hudson's Bay Credit, Home Outfitters, hbc.com and their associated designs are trademarks of Hudson's Bay Company.

Credit is extended by Capital One Bank (Canada Branch).

Capital One® is a registered trademark of Capital One Financial Corporation. MasterCard and the MasterCard brand mark are registered trademarks of MasterCard International Incorporated. All marks used under licence.

epost is a trademark of Canada Post Corporation.

© 2014 Capital One Bank (Canada Branch). All rights reserved.