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



Addressing Your Concerns

There may be times when you want to resolve an issue related to your credit card account with us. Whether it’s a dispute over a charge on your bill or a question of privacy, the following sections provide the contact information you’ll need to resolve these concerns quickly.



General Complaint Resolution Process

At Capital One, our top priority is our customers – we work hard to ensure we go above and beyond our customers’ expectations. 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, 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.

Phone:

Call our Customer Service department at 1-866-640-7858 for your Hudson’s Bay MasterCard or
1-800-263-2599 for your Hudson’s Bay Credit Card. We’re available Monday to Friday from 9 a.m. to 9 p.m. and Saturday from 9 a.m. to 5 p.m.

Mail:

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 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

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 our Executive Response Committee has been unable to resolve the issue to your satisfaction, you can contact our Ombudsman Office in writing.

Ombudsman Office
Fax:
1-855-650-0885 (toll-free)

Mail:
Hudson’s Bay Credit Ombudsman
P.O. Box 518
Scarborough Stn. D
Scarborough, ON  M1R 5N8

Email:
HudsonsBayCreditOmbudsman@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
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 address your question.

Financial Consumer Agency of Canada
Call:
1-866-461-3222

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

Website:
www.fcac-acfc.gc.ca



† Hudson’s Bay Co., HBC, Hudson’s Bay, Hudson’s Bay Rewards, Home Outfitters and their associated designs are trademarks of Hudson’s Bay Company.

Credit is extended by Capital One®.

© 2013 Capital One. Capital One is a registered trademark. MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. All trademarks used herein are owned by the respective entities. All rights reserved.