Contact and FAQs
We’re here to help
Got a question in mind? We’ve put together a list of commonly asked questions to help you find the answer you’re looking for.
How long will it take to receive my Ocean Credit Card?
From getting accepted, it will take between 7-10 working days to receive your Ocean Credit Card. Your PIN will arrive a few days before your card.
My card/PIN hasn't arrived. What should I do?
If you haven’t received the Ocean Credit Card within 10 working days, you can send Capital One a secure message via your online account.
You should receive your PIN a few days before your card arrives. If you don’t receive yours within 7 working days since you were accepted, please get in touch with Capital One and they’ll send you a duplicate.
How do I activate my credit card?
You can activate your new Ocean Credit Card online, via the mobile app or by phone.
To activate your card by phone, call Capital One on 0800 952 5315. You can call from 7.30am-9pm Monday to Friday and 8.30am-5.30pm Saturday.
Where can I find the Ocean Credit Card app?
You can manage your Ocean Credit Card account using the Capital One app. The app is available on the App Store and Google Play Store.
If you already have the app for another Capital One card, it’s easy to add your Ocean Credit Card:
- Select the icon with three lines (top left)
- Select Help and Settings
- Select ‘Add another card’
What can I do if my credit card is lost or stolen?
If your Ocean Credit Card is lost or stolen, you should let Capital One know right away. You can report your card as lost or stolen using the Capital One app; simply select ‘My Card’ to find the link.
Alternatively, you can give them a call on 0800 952 5267.
What if I can’t keep up with my repayments?
If you’re struggling to keep up with your credit card payments, it’s important to speak to Capital One as soon as you can. Speaking to them at the earliest opportunity will help you work out a plan.
You can also speak to free debt advice services such as:
Will I be accepted for a loan?
We’ll search for the best loan option for your circumstances. Because we work with a large panel of lenders, we’re able to find 7/10 customers a loan that suits their eligibility. And with our eligibility checkers, you can check if you’re likely to be accepted before you apply.
Do I need a guarantor?
Not necessarily, no. This will depend on your personal circumstances and our partner lender’s criteria. We’ll simply find the right loan for you, which may or may not require a guarantor.
What is the monthly repayment?
The amount you pay back each month will depend on the length of the loan, the amount borrowed and the APR that is offered to you by the lender.
To get an idea of how much your monthly payment could vary, why not take a look at our loan calculator?
How much can I borrow?
We find personal loans from £1,000 to £15,000 and secured loans from £10,000 to £100,000.
Why do I need to share my bank details?
When you apply for a personal loan, we’ll ask for your bank details. Don’t worry – this is just so we can verify that there’s a valid bank account for the loan to be paid into.
We’ll never store this information on our system and we’ll never ask for your card details.
Will you charge fees to find a personal loan?
We’ll find the right loan for you absolutely free of charge. We may get paid a fee or commission by the lenders or brokers we introduce you to.
What is a secured loan?
A secured loan is money you borrow that's secured against your property. As it's only available to homeowners, it's often referred to as a homeowner loan.
Can I get a secured loan if I own my property outright?
Yes, absolutely! If you’ve paid off your mortgage already, we may still be able help you borrow money secured against your home using our panel of mortgage lenders.
What is LTV and why is it important?
LTV stands for loan-to-value. This is the ratio of what you're borrowing as a proportion of your property’s value.
For example, if your home is worth £200,000 and your remaining mortgage is £80,000 this would mean you have a loan-to-value of 40% and £120,000 of equity.
Lenders will look at your loan-to-value percentage to determine how much you can borrow and the rate of interest you’ll be offered. The more equity in your home, the lower your LTV, and the more money you’re likely able to borrow against it.
What is the process for a secured loan?
With Ocean, it’s easy and we’re there for every step of the process.
- 1. You’ll complete a short form online and get an instant yes or no approval decision.
- 2. A qualified advisor will call to discuss your options and send your loan offer documents.
- 3. You’ll read and sign the loan documents, then return to us.
- 4. We’ll work with the lender and any other third parties (like arranging a valuation of your property) on your behalf, until your loan is funded.
Will I need to prove my income?
Yes, we’ll ask for proof of income for all secured loans. There’s a range of ways to prove this, such as pay-slips or self-assessment tax returns for example. One of our qualified advisers will explain what we need from you.
Are there any early repayment charges?
We work with a wide panel of lenders offering hundreds of loan options. Some loans have early repayment charges and some don’t. If not having an early repayment charge is important to you, let your adviser know so they can find the right loan deal for you.
How long does it take to get a secured loan?
The process with Ocean is typically around 4 weeks, but this can vary depending on the circumstances and the speed that we receive what we need from you.
How can I opt out of receiving marketing communications?
If you’d like to stop hearing from us, you can change your marketing preferences here.
To opt out of receiving texts, simply text BLOCK at any time to 60060
Or, if you are seeing Ocean Finance adverts at the top of your Gmail account, you can stop seeing those by following these steps:
- Click the ‘Settings’ icon in the top right corner
- Select ‘Configure Inbox’
- Untick the ‘Promotions’ tab and save
Looking for something else?
If we’ve not answered your query in our FAQ section, please refer to the contact details below.
Give our partners at Capital One a call:
Lost or stolen card? Call the 24hr emergency hotline:
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Think Park, Mosley Road, Trafford Park, Manchester, M17 1FQ
Mon - Thu: 9am - 8pm
Friday: 9am - 5:30pm