Capital on Tap: most-reported complaints
Automated analysis of 369 public Trustpilot reviews published 2026-06-19 to 2026-09-23. TrustScore 4.6 from 18,540 total reviews — see the Trustpilot page. Quick answer: is Capital on Tap legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with unhelpful support and account or app problems, with each accounting for 38% of the 58 identified complaints. Misleading pricing was cited in 10% of complaints, while other issues made up the remaining 14%. The trend for support complaints is rising, while account issues remain flat and pricing complaints are falling.
How to reach Capital on Tap
These are the contact details Capital on Tap publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0208 962 7401, email [email protected], address Hylo Building, 103, 105 Bunhill Row, Floors 6-8, London, EC1Y 8LZ, GB.
The company claimed its Trustpilot profile on 2015-03-23, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 102 of 169 in Non-Bank Financial Service. We last checked this profile on 2026-09-23 and found 4 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 17 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Help with a Capital on Tap guarantee”, “Capital on tap”, “Capital on Tap”.
Elsewhere: 4.8★ on Google (12,359 reviews) · 4.9★ App Store (28,137) · 4.9★ Google Play (8,544)
TrustScore over time
4.6 → 4.6 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (87%, 4.2d) · 2026-08-15 (85%, 4.2d) · 2026-08-18 (85%, 4.2d) · 2026-08-21 (90%, 4.9d) · 2026-08-24 (90%, 4.9d) · 2026-08-27 (88%, 4.9d) · 2026-09-01 (88%, 5.1d) · 2026-09-04 (89%, 5.3d) · 2026-09-07 (92%, 5.8d) · 2026-09-11 (92%, 5.8d) · 2026-09-14 (91%, 5.8d) · 2026-09-17 (94%, 5.8d) · 2026-09-20 (92%, 5.8d) · 2026-09-23 (94%, 5.7d).
Severity: 38% of this company’s 58 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In June 2025, 82% of 17 one-to-three-star reviews were 1★; in September 2026, 82% of 17.
Counted from June 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.0 days between the experience and publishing their negative review (367 reviews record both dates).
Two readings of the same reviews
Trustpilot’s own automated summary of this company’s reviews reads as predominantly positive. Our classifier, reading the review text in our recent window, judged 16% of those reviews to be complaints — most often support unhelpful. Both are automated readings of the same public reviews; they weigh them differently.
What their policy promises
support availability: 24/7
“We’re here for you 24/7.”
complaint process: within three business days
“If we resolve your complaint to your satisfaction within three business days, we will send you a Summary Resolution Communication (SRC).”
complaint process: by the fifth business day
“If we cannot resolve your complaint by the fifth business day, we will send you a formal Acknowledgement Letter.”
complaint process: within 15 business days
“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.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 375 negative reviews that received a public reply, the median wait was 2.4 days — the company profile reports an average of 6 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 375 company replies to negative reviews analysed, 48% engaged with the specific problem and 37% were generic templates.
Review provenance: 309 company-invited reviews in the recent window average 4.75★, while 60 organic (uninvited) reviews average 1.88★.
38% of its 288 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 38% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 1,929 of this company’s 18,540 Trustpilot reviews (10%) were written in the last 12 months.
What are the most common complaints about Capital on Tap?
Support unhelpful
22 reports · 38% of complaintsrising since 2026-09“take you through poor customer services support on hours with varying versions”
The company replied on 2026-07-13: “Hello Ankur, Thank you for your review. We're sorry to hear that your experience hasn’t been entirely positive so far, but we appreciate the opportunity to discuss the issue with you. We're glad we…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“Your processes around card activation are far too slow”
The company replied on 2026-08-19: “Hi Robert, Thank you for your review, we do apologise for the experience you have had and would like to be able to resolve the ongoing issues on your account as soon as possible. Please feel free to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
5 readers marked this review helpful on Trustpilot.
“unexpected £648 interest charge”
The company replied on 2026-09-01: “Thank you for your review, we do apologise for the experience you have had and would like to be able to resolve the ongoing issues on your account as soon as possible. Please feel free to share your…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
Account/app problems
22 reports · 38% of complaintssteady“take you through poor customer services support on hours with varying versions”
The company replied on 2026-07-13: “Hello Ankur, Thank you for your review. We're sorry to hear that your experience hasn’t been entirely positive so far, but we appreciate the opportunity to discuss the issue with you. We're glad we…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“YOU CLOSED MY ACCOUNT FOR NO REASON”
The company replied on 2026-07-13: “Hi Carl, Thank you for your review. We're sorry to hear that your experience hasn’t been entirely positive so far, but we appreciate the opportunity to follow up on the issue with you. We're glad we…”
Our classifier read this reply as a template response.
5 readers marked this review helpful on Trustpilot.
“Your processes around card activation are far too slow”
The company replied on 2026-08-19: “Hi Robert, Thank you for your review, we do apologise for the experience you have had and would like to be able to resolve the ongoing issues on your account as soon as possible. Please feel free to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
5 readers marked this review helpful on Trustpilot.
Other
8 reports · 14% of complaintssteady“this company just randomly started posting me multiple letters a month”
The company replied on 2026-07-31: “Hi Josh, Thank you for taking time to leave a review. We obtain perspective data from various sources and often send mail directly to businesses within the UK as we believe we have a great product…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“Stop wasting paper. Nobody wants spam mail from you!”
The company replied on 2026-09-21: “Hi there, Thank you for taking time to leave a review. We obtain perspective data from various sources and often send mail directly to businesses within the UK as we believe we have a great product…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“Stop spamming me every month with junk mail. I’ve never signed up for your nonsense.”
The company replied on 2026-08-18: “Thank you for taking time to leave a review. We obtain perspective data from various sources and often send mail directly to businesses within the UK as we believe we have a great product that could…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
Misleading pricing
6 reports · 10% of complaintsfalling“THIS IS NOT A CREDIT CARD in the way it was sold to me. I was charged approximately £400 in interest”
4 readers marked this review helpful on Trustpilot.
“utter madness and really misleading, we wont be using this business”
The company replied on 2026-07-31: “Hi Kevin Thank you for your review, we do apologise for the experience you have had and would like to be able to resolve the ongoing issues on your account or application as soon as possible. Please…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“I was hit with hefty interest charges.”
The company replied on 2026-06-22: “Dear Simon, Thank you for your review. We really appreciate you taking the time to provide us with your feedback. We pride ourselves on our transparent pricing structure and ensure that your limits,…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
Overcharging
5 reports · 9% of complaintsfalling“interest too high”
The company replied on 2026-09-14: “Hi there. Thank you for your review, we do apologise for the experience you have had and would like to be able to resolve the ongoing issues on your account as soon as possible. Please feel free to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
“I was hit with hefty interest charges.”
The company replied on 2026-06-22: “Dear Simon, Thank you for your review. We really appreciate you taking the time to provide us with your feedback. We pride ourselves on our transparent pricing structure and ensure that your limits,…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“they have cancelled my account, taken all of the reward points and have held over £100,000”
The company replied on 2026-09-01: “Hi Joe, Thank you for your review, we do apologise for the experience you have had and would like to be able to resolve the ongoing issues on your account as soon as possible. Please feel free to…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Billing errors
4 reports · 7% of complaintsrising since 2026-09“they report a debt to credit refernece agencies even though you aren't in debt”
The company replied on 2026-09-10: “Hi Steven Thank you for your review, we do apologise for the experience you have had and would like to be able to resolve the ongoing issues on your account as soon as possible. Please feel free to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
4 readers marked this review helpful on Trustpilot.
“unexpected £648 interest charge”
The company replied on 2026-09-01: “Thank you for your review, we do apologise for the experience you have had and would like to be able to resolve the ongoing issues on your account as soon as possible. Please feel free to share your…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“Capital on Tap has now rejected two of our disputes totalling £650.06, despite us providing extensive evidence”
Compare Capital on Tap with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.