At Capital On Tap, your experience is our priority. If we haven’t met your expectations, we want to hear from you. We’re committed to making things right and using your feedback to improve our services so we can prevent similar issues in the future.
In-app Chat: Chat with us directly between 8am and 8pm. Just tap the question mark icon on your home screen and select ‘Chat Support’.
Email: Send us a message at complaints@capitalontap.com. To help us resolve your issue as quickly as possible, please include as much detail as you can and let us know your preferred contact method.
Phone: Call our team on 020 8962 7401. We’re here for you 24/7.
Post: You can write to us at:
Complaints Team, Capital on Tap Capital Tower, Greyfriars Road Cardiff, CF10 3AZ
Please note: While we welcome feedback via post, we can usually provide a much faster resolution if you contact us via phone, chat, or email.
Our goal is to resolve your concerns as quickly as possible. Here is how our process works:
When you raise a complaint, we will do our absolute best to resolve it immediately.
If we resolve your complaint to your satisfaction within three business days, we will send you a Summary Resolution Communication (SRC). This confirms the resolution and provides details on how to contact the Financial Ombudsman Service if you change your mind.
If we cannot resolve your complaint by the fifth business day, we will send you a formal Acknowledgement Letter. This confirms we are looking into the matter and outlines our next steps.
Once we have completed a thorough investigation into all the details of your complaint, we will issue a Final Response Letter. This document will clearly explain our decision, the reasons behind it, and any actions we have taken in response to your feedback.
We aim to resolve every complaint as quickly as possible. However, depending on the complexity of the issue, some may take longer than others. The Financial Conduct Authority (FCA) provides specific timeframes that we follow.
If your complaint relates to a payment service (such as Faster Payments, online transactions, or bank transfers), we will aim to send you a Final Response within 15 business days.
If we need more time we will contact you to explain the delay and provide a revised timeline. In all but the most complex cases, you will receive a response within 35 business days.
For everything else, we’ll aim to get things sorted much sooner, but we have a maximum of eight weeks to send our final decision. On the rare occasion we need more time, we’ll reach out to explain the delay and let you know when to expect an update. At that point or if you’re just unhappy with how things are moving along,we’ll give you all the details you need to refer your case to the Financial Ombudsman Service.
If you’re not satisfied with our final decision, you can refer your complaint to the Financial Ombudsman Service. They provide a free, independent review of your complaint. If your case is eligible, you’ll have six months from the date of the Summary Resolution Communication or Final Response Letter to get in touch with them.
You can contact the Financial Ombudsman Service at:
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123