Everyday banking

HELP AND SUPPORT

We're here to help with your questions about banking and finance for your charity.

HOW IMAGE CLEARING AFFECTS OUR ACCOUNT

  • What is the Image Clearing System?
    The Image Clearing System is a faster, new way of clearing cheques across the UK. Cheque imaging enables digital images of cheques to be exchanged between banks and building societies for clearing and payment. This will significantly speed up the clearing process.
  • When is Image Clearing being introduced?
    Some cheques will be cleared by the Image Clearing System from 30 October 2017. Initial volumes of cheques cleared in this way will be very low. The numbers of cheques cleared by the Image Clearing System will increase and at some stage during the second half of 2018, all cheques will be cleared under the new system.
  • How will the Image Clearing System affect our charity?

    A cheque paid into your account and cleared via the Image Clearing System will appear on your account, and be available as cleared funds, by 23.59 on the 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 paid in by the payee of the cheque.

  • What will we do if a cheque we pay in bounces – how will we be informed?
    If a cheque is returned 'unpaid' then you will receive notification from us. You will receive a paper copy of the image of the cheque rather than the actual paper cheque itself. The cheque image will be the legal instrument and provide you with all the information you will need. 
  • What do we need to do now?

    Please continue to write cheques in the same way that you do today.

    Please also continue to pay in cheques at any RBS branch in Scotland or at any HSBC branch in the UK using the paying in book that we have provided you. You can also pay in cheques at any UK Post Office outlet using the envelope that is provided by CAF Bank.

  • How will we keep you up-to-date with the progress of Image Clearing?

    We are working closely with the rest of the Banking industry in preparation for the start of the Image Clearing system on 30 October, when initial volumes of cheques processed by the Image Clearing System are expected to be very low.

    This page will be updated with further details as the start date approaches. 

HOW DO WE...

  • Set up, amend or cancel a Standing Order?

    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.

  • Change or add a signatory?

    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.

  • Change our account contact?

    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.

  • Change our online users?

    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.

  • View our statements online?

    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.

  • Close an account?

    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.

  • Order a new cheque book?

    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.

  • Order a new paying-in book?

    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.

  • Set up or amend our telephone password?

    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.

  • Set up or remove our authorised personnel?

    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.

  • Change our charity's name?

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

  • Set up, amend or cancel a Direct Debit?

    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.

  • Stop a cheque?

    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 stopped.

    Please refer to Tariff of charges for the charge associated with this service.

  • Change our statement frequency?

    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.

  • Cancel or report a Business card as lost or stolen, or captured by an ATM?

    If you're reporting a card as either lost or stolen, or if your card has been captured 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 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) or send us a letter signed in accordance with your bank mandate signing instructions. 

  • Access the PIN for the Business card?

    Your cardholder will find easy to use instructions on the letter that was sent to them during the application process. They'll need to use the access code and card number when calling the CHIP and PIN number, which is detailed on the back of the card itself.

  • Register a Business card for MasterCard ®SecureCode™?

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

    Your cardholder can register for SecureCode by using the memorable word that they provided on the Business card application form.

    If your cardholder has forgotten their memorable word, they should contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). 

  • Add or amend our auditors?

    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.

PAYING INTO YOUR ACCOUNT

  • What is our Sort Code?
    If your organisation carries out your banking in England or Wales and uses HSBC counter service, your Sort Code is 40-52-40.

    If your organisation carries out your banking in Scotland and uses RBS counter service, your Sort Code is 83-91-46.
  • How do we pay money into our account?

    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. Not doing so can cause delays in processing the credit to your account.

  • Why have we received a Faster Payment or CHAPS payment from the UK?

    These payments are normally made to maximise speed and security of payments and should be received to your account on the same day as it was sent or the next business day if processed after an originating bank’s daily cut-off time.

    We recommend that you contact the originator of the payment to understand when the payment was processed by their bank.

  • How do we receive a payment from overseas?

    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.

  • How do we pay in a currency cheque?

    To pay in any cheque which is not drawn on a UK bank and/or denominated in Sterling, you need to send a Foreign Negotiations and Collections 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 Foreign Negotiations and Collections 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 cheque negotiation charges, please refer to our Tariff of charges.

  • I want to pay in a CAF charity voucher – what do I do?

    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.

  • Are there any charges for paying into our account?
    For details of our charges, please refer to our Tariff of charges.
  • Do you offer a Bacs Bureau service to process our Direct Debits?
    Yes. Our Bacs Bureau Service provides a simple, secure and efficient way to collect direct debits and make payments. Our service is designed to be flexible to your needs and user-friendly.
  • Can we take credit and debit card payments?

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

MAKING PAYMENTS FROM YOUR ACCOUNT

  • How can I make payments from a CAF Cash Account or a CAF Gold Account?

    Business card

    The CAF Bank business card allows you to make card payments, and withdraw cash 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) are Sterling payments made 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 Tariff of charges.

    CHAPs Payments

    CHAPs payments are same day Sterling payments made to UK beneficiaries.

    • 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 Tariff of charges for details.

    International payments

    International payments either in Sterling or overseas currency are made to overseas beneficiaries outside of the UK.

    • You will need to complete a form to be able to make an international payment. 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 international payments, although international 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 making an international payment. Please refer to our Tariff of charges for details.

    Bacs Bureau

    Our Bacs Bureau Service allows you to make payments to staff and suppliers using dual authorisation. You can also process your incoming direct debits under the same service using our secure, user friendly service.

  • Are there any charges for making payments from our account?

    Please refer to our Tariff of charges for charges involved in making payments from your account.

  • Can we pay salaries from our CAF Cash Account?

    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 make salary and other payments using dual authorisation under our Bacs Bureau service.

  • Are there any restrictions on the transactions which can be made from a CAF Gold Account?

    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.

CAF BANK BUSINESS CARD

Important guidance

Your organisation (not CAF Bank) will be responsible for all losses if a cardholder acts in a fraudulent or grossly negligent manner. Any failure by the cardholder to follow internal procedures is a matter entirely for your organisation. We strongly advise that:

  • you never allow anyone other than the person named on the card to use the business card
  • cardholders are selected carefully
  • cardholders’ responsibilities in holding a business card are recognised within their employment terms and your organisation’s guidance rules
  • your details are kept updated so we can contact your account contact immediately should fraudulent activities or unusual spending patterns be suspected
  • we are advised in advance if cardholders travel abroad, or plan unusually large purchases
  • you check statements carefully – contact us immediately on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays) if you find unexpected or incorrect transactions

Protect your organisation against identity theft

  • 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.

These FAQs are for your added information, further details are found in the Business card Terms and Conditions and cardholder security measures.

I'm a charitable organisation

  • What is a CAF Bank Business card?

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

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

  • Who can apply for a CAF Bank MasterCard ® Business card?
    Charitable organisations who hold a CAF Cash Account, or who are applying for one.
  • Which individuals within a charitable organisation can have a Business card?

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

  • How can we maintain control over the card’s usage?

    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.

    It's your responsibility to ensure that cardholders are carefully selected and that they operate the Business card in accordance with the CAF Bank Business card Terms and Conditions.
  • How do we apply for a CAF Bank Business card?

    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.

  • How many cards can be issued?

    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.

  • Can other people use a card issued to a cardholder?

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

  • Can a cardholder hold multiple Business cards?

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

  • What do we do when a cardholder leaves our 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.

  • What do we do if a card is lost or stolen, or retained by an ATM?

    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 we do if we suspect fraudulent activity on our account?

    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.

  • How long will it take to receive a card?

    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.

  • How are cards activated?

    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.

  • Can the card be used online?

    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.

    Read our privacy policy to see how we look after your data and protect your confidential information.
  • Are there charges for using the card?

    CAF Bank makes no charge for the use of the card in 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 for the use of a card at ATMs when withdrawing money. This should be advised at the time.

  • Can I view the balance at an ATM machine?

    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.

  • Can the card be used overseas?

    Yes. Please advise us in advance on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) when and where the card is intended to be used so we can ensure our security checks do not unnecessarily interfere with the use of the card.


  • Is there a charge for using the card overseas?

    CAF Bank doesn't charge for overseas transactions. Card transactions in foreign currency are converted into pounds Sterling on the day that we debit the payment from your account using MasterCard’s prevailing market rate.

  • How much can be withdrawn from ATMs?

    The limit is £300 per transaction. If your organisation holds more than one card on your account, the maximum amount that can be drawn between the cards is subject to a limit which we may apply as part of security measures from time to time.

  • What does a cardholder do if they've forgotten their PIN?

    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.

I'm a CAF Bank Business card holder

  • What is a CAF Bank Business card?

    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 purchases or cash withdrawals will only be allowed if you have the available balance in your account.

  • How can we protect our organisation from card fraud?

    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.

  • How can we protect our organisation against identity theft?

    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.
  • When will I receive the CAF Bank Business card?

    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.

  • How are cards activated?

    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.

  • How can I use the card?

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

    The card may be used in-store or at ATM’s wherever the MasterCard ® logo is displayed.

    You may also be approved to use the card 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.

  • Can I use the card overseas?

    Yes. Please advise us in advance on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays) when and where the card is intended to be used so we can ensure that our security checks don't interfere unnecessarily with the use of the card.

  • How do I change my PIN?

    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.

  • I've forgotten my PIN - how do I report it?

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

  • Why can't I see my CAF Cash Account balance at an ATM?

    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.

  • What do I do if my card is lost or stolen, or retained by an ATM?

    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.

SECURITY CENTRE AND REPORTING FRAUD

Our Security Centre – Keeping you safe online keeps you updated on the latest threats and offers simple tips to protect you and your account.

The Security Centre has useful sections on:

  • How we help to protect you

    Protecting you is our priority. We use the latest online security measures to make sure that your personal information remains safe.

  • How to keep yourself safe

    Make sure that you know how to protect your computer information and identity to reduce the risk of online fraud.

  • Be aware – types of fraud

    Be aware of all the current threats and latest scams so that you know how to avoid being targeted.

  • Seen something suspicious?

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.

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

  • What do we do when a cardholder leaves our 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.

  • How do we report a Business card lost and stolen, or retained at an ATM?

    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 we do if we suspect fraudulent activity on our account?

    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.

  • How do we report phishing activity?

    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.

  • 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 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.

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OUR TEAM

Our expert team is here to help with any questions you have about charity banking.

Phone
03000 123 456
(Monday to Friday, 9am-5pm, except English bank holidays)

CAF Bank Limited (CBL) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. CAF Financial Solutions Limited (CFSL) is authorised and regulated by the Financial Conduct Authority. Their registered office is 25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4JQ (ME19 4TA for CFSL). Registered under number 1837656 and 2771873 respectively. CBL and CFSL are subsidiaries of Charities Aid Foundation (registered charity number 268369).


Charities Aid Foundation © 2017 | Registered Charity Number 268369
25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4TA Telephone: 03000 123 000
10 St. Bride Street, London EC4A 4AD Telephone: 03000 123 000