Contact Luma

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Apply for a Luma credit card

Apply online

For new applications you can apply for your Luma credit card online.

Apply by phone

New and existing applications call us on 0800 597 0065
Lines open 9am-5pm Monday to Friday

Reporting your card lost or stolen

To report your card lost or stolen 0800 597 0178
From abroad +44 333 0000 433

Account queries? There are several ways to get in touch

Send a secure message

Luma cards are powered by Capital One. For service inquiries, the secure message service is an easy and safe way to talk about your Luma credit card. If you already have an online account, simply sign in and send us a Secure Message by selecting ‘Account Maintenance’.

If you don’t have an online account, it’s easy to register now.

To protect your personal account information, we can’t answer email queries about your credit card account.

Phone or write to us

Telephone 0333 000 0477
From abroad +44 333 0000 433

You can write to us at: Capital One Card Services, P.O. Box 5283, Nottingham, NG2 9HD
If you want to send us a cheque, please post it to: Capital One Card Services, P.O. Box 1000, Camberley, GU15 3ZQ

If you’re deaf or hard of hearing

Customers using a textphone (or the “NGT Lite” app* on a compatible device) can contact us through the Next Generation Text Service (formerly Typetalk / Text Relay) on the below:

Query/Opening hoursPhone number
General account or lost and stolen
24 hours a day
18001 0344 481 8852
Report suspect fraud on your account
24 hours a day
18001 0344 481 8853
If you’re struggling with payments and need help
24 hours a day
18001 0344 481 8854

*The “NGT Lite” app has been developed by Next Generation Text and is free to download. This can be installed on a range of compatible internet connected devices such as laptops, tablets, and smartphones. For more information on the “NGT Lite” app, please visit

Fraud & Identity Theft

If you think somebody has used your card details fraudulently or you think you’ve been a victim of identity theft, call the confidential helpline straight
away on 03444 812 812.


If you have a complaint we would like to hear from you, please write to:

Complaints Resolution
Capital One
PO Box 5281

To make sure Capital One have all the information to investigate your complaint please send:

What will happen next

Capital One aim to acknowledge your complaint promptly and deal with it quickly. Within 4 weeks they’ll get back to you with either the result of their investigations or will let you know what stage the investigations have reached. Within 8 weeks they will write you with a ‘Final Response’, if your complaint has not been resolved by this time they will explain why and may ask you for more time to complete our investigations.

If you are still unhappy

If you don’t agree with our final response, or are not willing to allow more time you can contact the Financial Ombudsman Service (FOS) within 6 months of our final response. The FOS exists to mediate in disputes between consumers and financial services companies. It is a free service to consumers and their findings are binding on financial services companies. The FOS will not be able to take up a complaint until we have issued our ‘Final Response’.

You can contact them at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

If you wish to submit a complaint to the FOS online, you can do so by visiting the ‘How to complain’ section of their website and completing their online contact form. If you entered into your agreement with us online, you also have the option of using the online dispute resolution (ODR) platform set up by the European Commission. The platform will redirect your complaint to the FOS, which is likely to mean it takes longer to resolve than if you contact the FOS directly. You can find more information and access the ODR platform at If you wish to use the platform, you will need Capital One’s email address (, postal address (Capital One, PO Box 5281, Nottingham, NG2 3HX) and website address (

Complaints data

Capital One report information on the complaints received to the Financial Conduct Authority (FCA) every 6 months.
View Capital One’s latest complaints data report.