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 I don’t recognise a transaction on our account?
    Please contact our Customer Service team 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 will return your call on the next business day.

    If you suspect that 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. 
  • 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 our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays).
  • I've received a suspicious message, what do I do?
    If you've received a call, text message or email claiming to be from CAF Bank and think it might be a scam, you should not act on the message or make any payment. Report it to us straight away, so we can investigate on your behalf. 

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

    If you see an unusual page or request for information, especially your security credentials, when using our online service or our website or if you've received a suspicious text message, you should let us know by calling CAF Bank on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays).

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

    Keep up to date with the latest guidance by regularly visiting our security centre
  • 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 CAF Bank 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 I query a text alert received when I've not made a change?
    Call our Customer Service team 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.
  • 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:

    - Cardholders should securely destroy access codes and security information.
    - 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.

  • 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, then it’s important that you report it to us so we can investigate on your behalf.  Do not act on any instruction unless you can verify its validity.

    If you see an unusual page or request for information, especially for your security credentials, when using our website, you should let us know by calling CAF Bank on 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 also gives key tips and measures to protect your charity.

    Keep up to date with the latest guidance by regularly visiting our security centre
  • 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. 
  • 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 isn't part of the initial phase of the roll out programme, which has focused on the six largest banks, and our payment systems aren't yet fully integrated with the scheme.

    When someone who has an account with one of the participating banks attempts to make a payment into your CAF Bank account for the first time, they'll see a message highlighting that the payee is unavailable. This is because we don't offer this service yet. However, please be assured that their payments will still go ahead if they continue with the payment.

    You'll see no change when making a payment from your CAF Bank account. It's really important when you're making payments from your accounts that you follow guidance relating to how you have confirmed the payee details. If you're paying someone for the first time, or they have changed their bank details, you'll be prompted to check their details. Please ensure you check the sort code and account number of the payment from the beneficiary or trusted source.

    We will never contact you by phone, email or text message, and tell you to transfer money into another account, or ask you for card details and one-time passcodes. Do not respond to any requests of this nature, and contact us on 03000 123 456 if you're concerned that you may have divulged details. 

    Texts and phones calls can be made by fraudsters that appear to come from the CAF Bank telephone number so do not respond to these requests.
  • 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.

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). 

CAF Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 204451).

CAF Bank Limited Registered office is 25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4JQ. Registered in England and Wales under number 1837656.


Charities Aid Foundation © | Registered Charity Number 268369
25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4TA
10 St. Bride Street, London EC4A 4AD
Telephone: 03000 123 000