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 8am-9pm Monday to Friday, 9am-5.30pm Saturday and Sunday



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 08444 810 477*
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

Minicom users

This communications service is a telephone typewriter device to help you if you’re deaf or hard of hearing.

General account queries or to report your card lost or stolen 0115 843 3745
To report suspected fraudulent activity on your account 0115 843 3710 If you’re having difficulty making payments 0115 843 2451

Lines open 8am-5pm, Monday to Friday



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 08444 812 812*.



Complaints

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

Executive Office
Capital One
PO Box 5281
Nottingham
NG2 3FA

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 the final response, or are not willing to allow more time you can contact the Financial Ombudsman Service (FOS) within 6 months of the 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:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
www.financial-ombudsman.org.uk

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.

*0844 numbers – typical call charge from a BT landline is 5p per minute plus a connection fee may be charged. Calls from other networks and mobiles may be higher. Calls may be recorded/monitored for training purposes.