Help with staying secure


We're here to help ensure your finances are kept safe and secure. We have collated our FAQ security questions to help you find the answer you're after. There are also lots more resources to be found at our security centre

Common Questions 

  • What do I do if my card is missing or stolen?
    If you're reporting a card as either lost or stolen, or if your card has been retained by an ATM, then please call our Lost and Stolen number immediately on 03000 123 606. This service is available at all times.

    If calling from outside the UK, please call +44 3000 123 606.

    If you wish to cancel a card, for example if one of your cardholders has left your organisation, please contact us on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays).


  • What should I do if I suspect suspicious activity, phishing or a scam on my account?
    If you've received a call or email claiming to be from CAF Bank, and think it might be a scam, please report it to us so we can investigate on your behalf. Please don’t act on any instruction unless you can check its validity.

    If you see an unusual page or request for information, especially for your security passwords, when using our website, please let us know by calling 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays).

    If you get an email claiming to be from us, asking for personal information, please forward it to scamreporting@cafonline.org immediately or telephone us on 03000 123 456.

    We also recommend that you visit the Take Five to Stop Fraud website, which gives key tips to protect your charity.

    Keep up to date with the latest guidance by regularly visiting our security centre
  • What do I do if I don’t recognise a transaction on our account?
    Please contact us straight away on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays). Outside of these hours please leave a message including your name, organisation, telephone number and brief details and we’ll return your call on the next business day.

    If you think your Business card may be being used fraudulently, please call our Lost and Stolen number immediately on 03000 123 606. This service is available at all times. If calling from outside the UK, please call +44 3000 123 606.

  • Does CAF Bank offer Confirmation of Payee?
    Confirmation of Payee, a bank account name-checking service, was introduced by the industry in June 2020 to combat fraud and misdirected payments.

    CAF Bank is now part of this service and is used when:

    a)    You create a new payee – a request is sent to the recipients’ payment service provider to check whether the name provided is an exact match, close match or not a match, and
    b)    When others wish to initiate a payment to your account with CAF Bank – the remitting payment service provider sends a request to us and we will send a response of whether the name provided is either is an exact match, close match or not a match.

    Please see the section on Confirmation of Payee page for more details.

  • How can I query a text alert received when I've not made a change?
    Call us straight away on 03000 123 456. (Monday to Friday 9am - 5pm, except English bank holidays) or send us a secure message from your Online Banking.

    If you're calling about a Text Alert outside of CAF Bank’s normal working hours, please don’t worry. Leave a message and we'll call you back the next working day. Payments are not made from your account outside of banking hours.
  • What can we do to protect our charity from fraud?
    Our security centre keeps you updated on the latest threats and offers simple tips to protect you and your account.

    If you have approved CAF Bank Business cards to be issued to nominated cardholders within your organisation, we strongly advise that you read the Important Guidance section about Business cards.

    We also recommend that you visit the Take Five to Stop Fraud website, which also gives key tips and measures to protect your charity. 
  • What can we do to protect our charity from being the victim of Authorised Push Payment (APP) fraud?
    Authorised Push Payment (APP) fraud happens when you’re persuaded to send money to a fraudulent bank account.

    APP fraud, involves:

    - Being tricked into sending money to a ‘safe account’ or to the wrong person. For example, you may be contacted by someone claiming to be the police or your bank, or receive a scam email changing the bank details for an invoice.
    - Sending money to buy goods that don’t exist.
    - The fraudster emphasising the urgency of their request or the need to act immediately. 

    If you've been a victim of APP fraud, be wary if someone contacts you and tells you they can help with a your claim – it might be a further scam. Please contact us on 03000 123 456 so we can look into your case.

    Our security centre keeps you updated on the latest threats and offers simple tips to protect you and your account.
  • What do I do if I'd like to dispute a transaction?
    If you see a transaction on your account that you do not recognise, please call us as soon as possible on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays) and we will investigate further for you. 
  • How can we protect our organisation from card fraud?
    Please make sure that you regularly refresh your knowledge on the most recent fraud threats and trends and follow the Business card cardholder security measures.

    Don't allow anyone other than you, as the designated cardholder, to have or use the card, card details or PIN.

    We also recommend that you visit the Take Five to Stop Fraud website, which also gives key tips and measures to protect your charity. 
  • How can we protect our organisation against identity theft?

    Follow these tips to keep your organisation safe:

    - Keep secure (or shred) all receipts, letters, bank statements and confidential papers containing personal information.
    - Keep items such as cheque books, cards and personal identification (e.g. passport or driving licence) in separate places and don’t share them with anyone else.
    - Don’t sign blank or incomplete cheques, and don’t use a pencil or erasable ink on any written instructions.

    Keep up to date with the latest guidance by regularly visiting our security centre.

Explore other help topics 

Further questions?

Give us a call 

Our expert team is here to help with any questions you have about your organisation's banking.
Phone 03000 123 456 (Monday to Friday, 9am-5pm, except English bank holidays).