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

There may be times when you want to resolve an issue related to your credit card account with us. The following sections provide the contact information you'll need to resolve these concerns quickly.

General Complaints Resolution Process

At Capital One our top priority is our customers – we work hard to ensure that our customers’ expectations of service are met and even surpassed. We want to hear from you if this doesn’t happen.

Follow these steps to get in touch with the right people

Step 1

For Customer Service complaints or any other concerns (e.g. authorized insurance products), contact our Customer Service team. Make sure you have all the relevant information handy, such as your account number, important dates, names of staff, etc.

Call Customer Service:
Monday-Friday, 9 a.m. to 9 p.m. and Saturday, 9 a.m. to 5 p.m ET.
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

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


Step 2

If you’ve already contacted our Customer Service team and they were unable to resolve the complaint to your satisfaction, you can elevate it by asking to speak to an Account Supervisor and, if necessary, to a Manager.


Step 3

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

If you have followed Steps 1 through 3 above, and you remain unsatisfied, you may contact our Ombudsman Office in writing. The Ombudsman can only review your concern after you have received a response from the Executive Response Committee.

Ombudsman Office

Fax:
416-549-2768

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

Email: ombudsman@capitalone.com


Step 5

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

Ombudsman for Banking Services and Investments

Call:
1-888-451-4519 (toll-free)
TTY Phone: 1-855-TTY-OBSI (1-855-889-6274)

Fax:
1-888-422-2865

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

Email:
ombudsman@obsi.ca

Compliance with Consumer Protection Provisions

If your concerns are regarding our compliance with 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 question.

Financial Consumer Agency of Canada
427 Laurier Avenue West
6th floor
Ottawa, ON
K1R 1B9
www.fcac-acfc.ac.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.

© 2015 Capital One Bank (Canada Branch). All rights reserved.