HELP AND SUPPORT

Log onto CAF Bank Online for easy to follow step-by-step guidance and any forms you might need.

If you are not signed up for online banking, or have any questions about the procedures, contact our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

While we’re happy to correspond by email, we won’t discuss or send sensitive or confidential information electronically.

Log onto CAF Bank Online for easy to follow step-by-step guidance and any forms you might need.

If you are not signed up for online banking, or have any questions about the procedures, contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

While we’re happy to correspond by email, we won’t discuss or send sensitive or confidential information electronically.

Log onto CAF Bank Online for easy to follow step-by-step guidance and any forms you might need.

If you are not signed up for online banking, or have any questions about the procedures, contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

While we’re happy to correspond by email, we won’t discuss or send sensitive or confidential information electronically.

Log onto CAF Bank Online for easy to follow step-by-step guidance and any forms you might need.

If you are not signed up for online banking, or have any questions about the procedures, contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

While we’re happy to correspond by email, we won’t discuss or send sensitive or confidential information electronically.

Log onto CAF Bank Online for easy to follow step-by-step guidance and any forms you might need.

If you are not signed up for online banking, or have any questions about the procedures, contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

While we’re happy to correspond by email, we won’t discuss or send sensitive or confidential information electronically.

Log onto CAF Bank Online for easy to follow step-by-step guidance and any forms you might need.

If you are not signed up for online banking, or have any questions about the procedures, contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

While we’re happy to correspond by email, we won’t discuss or send sensitive or confidential information electronically.

Log onto CAF Bank Online for easy to follow step-by-step guidance and any forms you might need. Please allow between 7-10 working days for delivery, when ordering a new chequebook.

If you are not signed up for online banking, or have any questions about the procedures, contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

While we’re happy to correspond by email, we won’t discuss or send sensitive or confidential information electronically.

Log onto CAF Bank Online for easy to follow step-by-step guidance and any forms you might need. Please allow between 7-10 working days for delivery, when ordering a new paying-in book.

If you are not signed up for online banking, or have any questions about the procedures, contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

While we’re happy to correspond by email, we won’t discuss or send sensitive or confidential information electronically.

Log onto CAF Bank Online for easy to follow step-by-step guidance and any forms you might need.

If you are not signed up for online banking, or have any questions about the procedures, contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

While we’re happy to correspond by email, we won’t discuss or send sensitive or confidential information electronically.

Please contact our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays).

To cancel a Direct Debit, please contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). Please note that we strongly recommend you also inform the Direct Debit originator of your cancellation instruction.

To set up or amend a Direct Debit, please contact the Direct Debit originator.

Please contact our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays). You'll need to provide details of the cheque number, amount and payee of the cheque that you want to be cancelled.

Please refer to our CAF Cash Fee Information Document for details of the charges associated with this service.

Please contact our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays).

• For a CAF Cash Account, you can select to receive statements on a monthly, quarterly or yearly basis.
• For a CAF Gold Account, you can select to receive statements on a quarterly or yearly basis.

By selecting the yearly option you can help us to reduce paper usage and keep our charges low.

You can keep track of your day-to-day transactions through CAF Bank Online.

You can also check or download your statements via online banking. This means that you can access your statements more quickly and minimise the amount of paper generated.

Please write a letter advising the amended or new auditor details. Please note that this letter must be signed in accordance with the signing instructions on your bank mandate.

Once we’ve received your instruction, we aim to make the changes within 12 business days.

If your organisation is based in England or Wales, you can pay in cash or sterling cheques drawn on a UK bank at any UK branches of HSBC.

If your organisation is based in Scotland, you can also pay in cash and UK cheques at any RBS branch in Scotland. 

You can also pay in UK cheques, but not cash, at any UK Post Office.

Whenever paying in cash or cheques to your CAF Bank account, you should always use a CAF Bank paying-in slip and pre-printed deposit envelope. Not doing so can cause delays in processing the credit to your account.

You need to provide the remitter with your IBAN account number which is on your bank statement. This unique number will ensure that the money ends up in your bank account. You will also need to provide the CAF Bank swift code, which is CAFBGB21XXX.

Our form ‘International payment into a CAF Bank account’ helps you to provide your remitter with the payment information that they require in a clear format.

To download the form, please log onto CAF Bank Online.

If you're not signed up for online banking, or have any questions about the procedures, you can contact our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

To pay in any cheque which is not drawn on a UK bank and/or denominated in Sterling, you need to send an International Cheque Clearing form to:

CAF Bank,
25 Kings Hill Avenue,
Kings Hill,
West Malling,
ME19 4JQ.

You can download this form from CAF Bank Online or request it from our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

Once we hold a signed International Cheque Clearing form, you can send these cheques to us, together with a paying-in slip. The form includes details of how the cheques are paid to your account, plus the relevant Terms and Conditions.

For details of our International Cheque Clearing charges, please refer to our CAF Cash Fee Information Document.

If you've received a CAF charity voucher, please complete the charity details at the bottom of the cheque and send to:

CAF Charity Accounts,
25 Kings Hill Avenue,
West Malling,
Kent
ME19 4TA.

Find out more about the CAF Charity Account by calling us on 03000 123 000.

CAF Bank can introduce you to WorldPay, leaders in payment processing, who offer a range of solutions to help you process card payments.

Business card

The CAF Bank Business Card allows you to make card payments in pounds, or a foreign currency, or make a cash withdrawal in the UK or outside the UK direct from your CAF Cash Account, wherever you see the MasterCard ®sign.

Cheque

You can order a new cheque book by logging onto online banking or by calling our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

It's always important to ensure that cheques are signed in accordance with your bank signing mandate.

Online Faster Payments, including CAF Cash QuickPay

Sterling payments made from our online banking service are Online Faster Payments.

• Subject to a maximum of £100,000 per payment.
• There is no minimum amount.
• Made free of charge.
• Subject to dual authorisation where payments are made to a third party beneficiary.
• If the payment is made by 4pm, the payment is received by the beneficiary by close of business on the next business day.
• If the payment is made after 4pm, the payment is received by the beneficiary by close of business on the second business day.

Find out more about CAF Bank Online.

Single Immediate Payment (SIP) instructed by letter

Single Immediate Payments (SIPs) enable you to send money to UK beneficiaries.

• Subject to maximum of £100,000 per payment.
• SIPS are received by beneficiaries within 2 hours of CAF Bank receiving a payment instruction before 3pm, signed in accordance with your bank mandate.
• SIPs are received by beneficiaries on the next business day, after CAF Bank receives a payment instruction after 3pm, signed in accordance with your bank mandate.
• Please provide clear instructions, including details of amount of the payment, the beneficiary and the beneficiary’s bank details.
• If the SIP payment instruction is incomplete or not signed in accordance with your mandate, we will not be able to process your instruction.
• There is a charge for making a Single Immediate Payment. Please refer to our CAF Cash Fee Information Document for details.

CHAPs Payments

CHAPs payments enable you to send money in pounds to UK beneficiaries on the same day.

• There is no upper limit to CHAPs payments, although CHAPS payments above £250,000 may require up to seven days' notice.
• CHAPs are received by beneficiaries by close of business, if CAF Bank receives a payment instruction before 3pm, signed in accordance with your bank mandate.
• CHAPs are received by beneficiaries on the next business day, after CAF Bank receives a payment instruction after 3pm, signed in accordance with your bank mandate.
• Please provide clear instructions, including details of amount of the payment, the beneficiary and the beneficiary’s bank details.
• If the CHAPs payment instruction is incomplete or not signed in accordance with your mandate, we will not be able to process your instruction.
• There is a charge for making a CHAPs Payment. Please refer to our CAF Cash Fee Information Document for details.

Send money outside the UK

To send money outside the UK, either in pounds or foreign currency:

• You will need to complete a form to be able to send money outside the UK. The form is available from CAF Bank Online Banking or by calling our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays).
• Please complete the form carefully and accurately. This includes ensuring that you confirm the reason that the payment is being made to your beneficiary.
• If the international payment instruction is incomplete or not signed in accordance with your mandate, we will not be able to process your instruction.
• There is no upper limit to sending money outside the UK, although payments above £250,000 may require up to seven days' notice.
• If CAF Bank receives a payment instruction before midday, payable to a European beneficiary and signed in accordance with your bank mandate, the payment will be processed on that date, subject to our internal monitoring processes. The payment should then be received by your beneficiary up to five business days afterwards, dependent on the currency of the payment and the practice of your beneficiary’s bank.
• If CAF Bank receives a payment instruction to a beneficiary outside Europe before midday, and signed in accordance with your bank Mandate, the payment will be processed before the third business day, subject to our internal monitoring process. For example an instruction processed on a Tuesday before midday, will be processed by Thursday of the same week. The payment should then be received by your beneficiary between five and ten business days afterwards, dependent on the currency of the payment and the practice of your beneficiary’s bank.
• The payment will then be received by your beneficiary up to five business days afterwards, dependent on the currency of the payment and the practice of your beneficiary’s bank.

There is a charge for sending money outside the UK. Please refer to our CAF Cash Fee Information Document for details.

Bacs Bureau

Our Bacs Bureau Service is a more efficient way to send money in the UK, including to suppliers and staff salaries, using dual authorisation. You can also process your incoming direct debits under the same service using our user-friendly service.

Please refer to our CAF Cash Fee Information Document for charges involved in sending money within or outside the UK.

Yes. You can make salary payments free of charge using our online QuickPay service, which allows you to create handy groups of regular payees to make processing simpler and easier.

You can also send money within the UK using dual authorisation under our Bacs Bureau service.

A CAF Gold Account is an instant access savings account, so it doesn't come with a cheque book.

You may withdraw up to £250,000 on demand – larger amounts may require up to seven days' notice.

Transfers may be made to your CAF Cash Account and/or the nominated account specified in your account application - but not to other third party accounts, including to pay salaries.

Some cheques were cleared through the Image Clearing System from 5 February 2018. Initial volumes of cheques cleared in this way were very low.

The numbers of cheques cleared through the Image Clearing System will increase until, by the end of July 2019, all cheques will be cleared under the new system.

The main difference for a cheque cleared by the Image Clearing System will be that when you pay in a cheque into your bank account the funds will appear on your account on the next working day. A payment decision will be made by 23:59 on this next working day.

The same timescales apply to any cheques that you write, so the funds will leave your account on the next working day after the cheque has been deposited by the payee.

No, Image Clearing does not apply to foreign currency cheques.

For details on paying in foreign currency cheques, please refer to the 'Paying into your account' section of this Help and Support page.

You will receive notification in writing from us explaining why the cheque has been returned unpaid, together with the image of the cheque.

Unpaid cheques may incur a fee. Please refer to the Fee Information Document for more information.

You will need to contact the drawer of the cheque to obtain a new cheque or arrange for an alternative method of payment.

Please ensure any new cheque you’re issued is clear and completed in black ink.

Yes, please find below information and guidance on the most common reasons that cheques are unable to be cleared for payment.

With the exception of the reason 'Refer to Drawer - Please Represent', you will need to contact the person who issued you the cheque, to either request a new cheque or an alternative method of payment.

We will advise you in writing of the reason the cheque has been refused.

Please note that if the cheque has been refused as a result of insufficient funds, a fee may apply. Please refer to the Fee Information Document for more information.

The card is a business card and not a credit or debit card. It's linked to your CAF Cash Account so any card payments or cash withdrawals will only be allowed if you have the available balance in your account.

Business Card payments, including cash withdrawals, won't be debited to your account until a minimum of 48 hours after the authorisation of the card payment or cash withdrawal. However once an authorisation is given, that card payment or cash withdrawal will immediately reduce the available balance on your account, even if the payment or cash withdrawal is not shown on your account by then.

Any individual nominated by the charitable organisation. Please refer to the Important Guidance above.

As your bank, our relationship is with you - the charitable organisation - and our commitment is to keep you fully informed by providing regular statements on all account activity, and to only accept instructions from individuals authorised to contact us. Cardholders can not authorise changes to the account and will receive no account information from us directly.

Download and complete an application form. The application must be signed by existing authorised signatories in accordance with your bank Mandate. Once we’ve received your application we'll send a cardholder application form to each proposed cardholder named on your form. Once the individual’s details are supplied to us, and identity and verification checks completed, cards are issued directly to cardholders.

You can apply for as many cards as you need for your organisation. Please remember that cards are to be used by the named cardholder only, and are not to be used or shared with anyone else.

No. No-one other than the cardholder named on the card should use, or have access to, the card, card details or PIN.

No. Cardholders may only hold one Business card for one organisation.

Please ensure the card is securely destroyed, by cutting it into several pieces including the card CHIP, and call our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays). The Customer Service team will ensure that the card is formally cancelled.

Please contact our Customer Service team immediately 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 fraudulent activity on your account outside business hours and caused by your Business card, 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.

Cardholders should receive their cards within two weeks. Help us speed up the card issue process by encouraging cardholders to return their applications to us promptly. We will contact you in writing confirming that cards have been ordered.

Cardholders activate cards prior to use by calling a telephone number supplied with the card. An automated service will request the access code which will have been mailed separately to the cardholder. If successful, a PIN is provided verbally and the card is activated immediately.

CAF Bank won't charge you to issue your card or make payments in the UK or outside the UK. However, you should be aware that some merchants will charge for the use of the card as if it were a credit card and such charges will be payable by you. The merchant is obliged to tell you if any such charges are payable at the time of the Card Transaction. Some organisations charge to withdraw cash at ATMs. This should be advised at the time.

CAF Bank doesn't charge for Business card payments or cash withdrawals in a foreign currency outside the UK. Card transactions in foreign currency are converted into pounds on the day that we debit the payment from your account using MasterCard’s prevailing market rate.

Yes. Our Business cards have enhanced security from MasterCard ®SecureCode ™ which protects against unauthorised use when shopping online at participating merchants.

Once a Business Card has been issued, your cardholder should go to the MasterCard registration site and register for MasterCard SecureCode with CAF Bank.

No. You are able to view your account balance using your online banking login. The cleared balance shown is for interest purposes and may not reflect total available funds due to pending debits or credits, including business card transactions.

The limit is £300 per cash withdrawal. If your organisation holds more than one card on your account, the maximum total daily cash withdrawals between the cards is subject to a limit which we may apply as part of security measures from time to time.

Cardholders should call the activation line on 03000 123 605 quoting their access code in order to obtain their PIN.

Our Customer Service team are available on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) to provide details of access codes if necessary.

If your cardholder chooses to use an automated fuel pump at a petrol station, we will temporarily reserve up to £99 of your available balance while you fill up. Then when the cardholder has completed fuelling, your account will be charged for the correct amount of fuel used and the remainder of any reserved funds will be released.

How will this work?

1. After your cardholder inserts your card at the automated fuel pump, the petrol station will submit a pre-authorisation message to us for £99.
2. Following this pre-authorisation message, we will either accept or decline depending on the funds available in your account at the time the message is received.
3. Shortly after the fuelling process at the pump is complete, the petrol station will inform us of the final transaction amount.
4. We will post the transaction to your account and release the unutilised pre-authorisation amount. The release of funds might not be instantaneous.
5. Should you have any questions as to the release of funds, please contact our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays). The fuel supplier cannot control this final step of the process.

The card is a business card, and not a credit or debit card. It is linked to your organisation’s CAF Cash Account so that any card payments or cash withdrawals will only be allowed if you have the available balance in your account.

Please ensure that you regularly refresh your knowledge and follow the Business card cardholder security measures.

Do not allow anyone other than you, as the designated cardholder, to have or use the card, card details or PIN.

We also recommend that you read the British Bankers Association’s (BBA) ‘Know Fraud. No Fraud’ leaflet which also gives key tips and measures to protect your charity.

Follow these tips to keep your organisation safe:

• Cardholders should memorise PIN numbers and 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 (eg passport or driving licence) in separate places.

Providing the details you've supplied are sufficient, your card will be ordered and sent to you within two weeks. If you have not received your card after this time please advise your organisation’s account contact.

Activate your card prior to use by calling the telephone number supplied with your card. An automated service will request an access code which will have been posted separately to you. If successful, a PIN is provided verbally and the card is activated immediately.

Your organisation will inform you of the card usage which is approved for you.

You may make Business card payments or cash withdrawals in pounds in the UK, or in a foreign currency overseas, wherever the MasterCard ® logo is displayed.

You may also be approved to make Business card payments online. Online usage benefits from the enhanced security provided by MasterCard ®SecureCode ™ which protects against unauthorised use when shopping online at participating merchants.

To register for MasterCard SecureCode with CAF Bank, when your Business card has been issued, you should go to the MasterCard SecureCode registration site.

Yes. Please advise us in advance on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays) when and where you intend to make a Business card payment or withdraw cash outside the UK so we can ensure that our security checks don't interfere unnecessarily with the use of the card.

Your PIN can be changed at most ATMs in the UK at any time, except within the 30 day period before the expiry of an existing card, or between the order and receipt of a replacement card.

Please notify your account contact who will be able to order a replacement PIN on your behalf.

For security reasons bank account balances are not available to any cardholder at ATMs. You can obtain your CAF Cash Account bank balance online if you're authorised to do so.

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.

You should get in touch with your account contact, who will need to telephone our Customer Service team to arrange a replacement card.

Please ensure the card is securely destroyed, by cutting it into several pieces including the card CHIP, and call our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays).  The Customer Service team will ensure that the card is formally cancelled.

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.

Please immediately contact our Customer Service team 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 fraudulent activity on your account outside business hours and caused by your Business card, 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've received a call or email claiming to be from CAF or 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. 

If you see an unusual page or request for information, especially 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.

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 above.

We also recommend that you read the British Bankers Association’s (BBA) ‘Know Fraud. No Fraud’ leaflet which also gives key tips and measures to protect your charity.

Please follow the following links to find out more information and apply for features of our everyday banking service:

• CAF Bank Business card
• Online banking
• Online statements
• Savings accounts
• CAF Bank Bacs Bureau service
• Merchant Services