gingerbreadmen-helpsupport

Everyday banking

HELP AND SUPPORT

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

Glossary of terms

A glossary of the terms and definitions we use is available to view here. These definitions apply to each term, unless we clearly explain otherwise.

COMMON QUESTIONS

  • How do we pay cheques into our account during the coronavirus outbreak?

    Please pay your cheques in as normal to any branch of HSBC if you are based in England or Wales, or RBS if you are based in Scotland. Alternatively, you can pay cheques in at the Post Office using an envelope provided by us.

    If this is not possible because your local branch is unavailable or you or your colleagues are self isolating, please post your cheques along with a paying-in slip to:

    For customers based in England or Wales

    HSBC Bank Plc, City of London Branch, Ground Floor, 60 Queen Victoria Street, London, EC4N 4TR

    For customers based in Scotland

    The Royal Bank of Scotland Group, Parklands, De Havilland Way, Horwich, Bolton, BL6 4YU

    It is important to let you know that most banks are under significant pressure at the moment so there may be a delay in processing when sending your cheques via the post.

  • Why have you increased your fees?

    Due to the uncertainty caused by the Covid-19 pandemic, we have absorbed increases in our costs for processing various transactions. We’ve also felt the effects of the Bank of England’s exceptional measures, which have reduced interest rates to an all-time low.

    As a result, we’ve made the decision to make changes to our tariff of charges. 
    We’ve held the changes to the minimum needed to cover our costs. This will help ensure we can continue to offer the range of services that your organisation depends upon.

  • Why increase your fees now, during the pandemic?

    We understand that increases in fees are never welcome, especially at a time when organisations are focused on steadying their finances.

    We delayed making these changes for as long as we could. We’ve also held the changes to the minimum needed to cover our costs. This will help ensure we can continue to offer the range of services that your organisation depends upon.

  • How do we 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.

  • How do we 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.

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

  • 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...

  • 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. 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.

  • 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. 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.

  • 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.

  • 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.

  • Cancel 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 cancelled.

    Please refer to our CAF Cash Fee Information Document for details of the charges 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.

  • 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 receive a payment from overseas?

    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.

  • How do we pay in an international cheque?

    To pay in any cheque which is not drawn on a UK bank and/or denominated in Sterling, we need to have received a signed International Cheque Clearing form from your organisation.

    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

    When completed and signed, please send the International Cheque Clearing form to:

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

    Once we hold a signed International Cheque Clearing form, you can send these cheques to us, together with an International Cheque Clearing Deposit form.

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

  • 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.

  • How long does an international cheque take to clear?
    It can take anywhere up to eight weeks to receive value from an international cheque. However, the time this takes will vary depending on the paying bank and the country.
  • Are there any charges for paying into our account?
    For details of our charges, please refer to our CAF Cash Fee Information Document.
  • 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.

  • 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 send money within the UK. Our service is designed to be flexible to your needs and user-friendly.
  • Can you check the beneficiary account details are correct before I send money within the UK or outside the UK?
    If you are unsure of the beneficiary account details that you are sending your money to, then you need to check with them. Unfortunately, we will not be able to verify these on your behalf.
  • I'm expecting money into my account which I have not yet received. Can you trace the funds on my behalf?
    In order to trace the funds, you will need to contact the remitter who will raise a query with their bank.

MAKING PAYMENTS FROM YOUR ACCOUNT

  • How can I send money or withdraw cash from a CAF Cash Account or a CAF Gold Account?

    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.

  • Are there any charges for sending money within or outside the UK?

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

  • 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 send money within the UK 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.

HOW IMAGE CLEARING AFFECTS YOUR ACCOUNT

  • What is the Image Clearing System?
    The Image Clearing System is an easier and faster 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.
  • How will the system protect my organisation against fraud?
    There are built-in security measures and checks deployed to help prevent fraud. Provided you adhere to the General Terms and Conditions of your account, you will be protected if you are a victim of fraud.
  • Am I able to pay in foreign currency cheques through the Image Clearing System?

    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.

Paying in cheques

  • How long does it take for my cheques to clear that are deposited at a Post Office?
    It is likely to take up to two additional weekdays above the usual cheque clearing timescale. This is because the cheque clearing timescale only starts once the cheque or cheque image has reached your bank.
  • What is the cut-off time for paying in a cheque?
    The cut-off times vary for HSBC and RBS branches and they will be displayed in each individual branch.
  • What happens to the paper cheque once it's paid in?
    The paper cheque will be destroyed. Once it enters the Image Clearing System, the image becomes the legal document.
  • Is there a mobile app I can use to submit cheque images?
    No, this is not a service that CAF Bank provides.
  • Can my organisation scan cheques directly to CAF Bank?
    No, this is not a service that CAF Bank provides.
  • What will happen if a cheque paid in is returned unpaid?

    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.

  • What do I do if my cheque is returned due to ‘poor image quality’?

    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.

  • Is there further information available on the reasons for cheques being unpaid?

    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.


    Reason Description
    Refer to Drawer We've not been able to pay the cheque. There could be a number of reasons, including there not being enough money in the person's account who wrote the cheque.
    Refer to Drawer - Please Represent We've not been able to pay the cheque. Cheques will be automatically represented by the paying bank.
    Not signed in accordance with mandate The cheque hasn't been signed correctly, eg the wrong person signed the cheque.
    Payment stopped The person who sent the cheque has asked their bank to put a 'stop' on the cheque so it isn't paid.
    Account closed The person who gave you the cheque has closed their account, which was completed before the cheque was given for payment.
    No account The bank that the cheque is written on cannot find an account for the person who has given you the cheque.
    Post-dated The cheque that's been given to you has been written with a future date on it and cannot currently be presented for payment.
    Out of date The cheque that you've paid in was written more than six months ago and is considered out of date, so cannot be paid.
    Words and figures differ The cheque that you've paid in has been written incorrectly, as the amount written in words and figures do not match.
    Cheque incomplete The cheque that you've paid in has not been completed correctly; for example, not all of the required fields have been filled in, so this cheque cannot be paid.
    Poor image quality The cheque image which the cheque issuer’s bank has received is not of sufficient quality to allow them to confirm it's valid and can be paid.
    Payee, courtesy or legal amount illegible The payee name or amount on the image of the cheque is not clear, which means that the payment cannot be made to you.
    Wrongly delivered The image of the cheque has been sent to the wrong bank, which means that the payment cannot be made to you.

Issuing cheques

  • What happens if a cheque I write is refused?

    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.

  • If my cheque is returned for insufficient funds, when will it be represented?
    Due to the reduced clearing times under the Image Clearing System, CAF Bank have taken the decision not to allow for the representation of cheques. You will need to issue a new cheque to the beneficiary.
  • What can I do to maximise the image quality of my cheque?
    The quality of the image created depends on the clarity of the information appearing on the cheque. If you complete the cheque by hand, use black ink and write clearly. 
  • Am I able to write a cheque, take a photo of it and email it to the recipient for them to pay in?
    No, you still need to write a physical cheque to payees.
  • How quickly will a cheque clear that I have written?
    Your account will be debited the following working day after the cheque has been paid in. Please ensure your account has sufficient cleared funds to honour the cheque at this point.

CAF BANK BUSINESS CARD

Important guidance

Your organisation 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. You can protect your organisation by:

  • not allowing anyone other than the person named on the card to use the business card. CAF Bank will cancel a card if we believe it has been used by an individual other than the named cardholder.
  • selecting your cardholders carefully
  • including the cardholders’ responsibilities in holding a business card within their employment terms and your organisation’s guidance rules
  • keeping your details updated so we can contact your account contact immediately should fraudulent activities or unusual spending patterns be suspected
  • advising us in advance if cardholders travel abroad, or plan unusually large purchases
  • checking your 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 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 (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 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.

  • 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 General 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.

  • 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 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. 
  • 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.

  • How do we 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.
  • Are there charges for making payments or cash withdrawals using the Business card?

    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.

  • Is there a charge for Business card payments or cash withdrawals in a foreign currency outside the UK?

    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.

  • Can Business Card payments be made online?

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

  • 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 you intent to make a Business card payment or withdraw cash outside the UK, so we can ensure our security checks do not unnecessarily interfere with the use of the card.


  • How much cash can be withdrawn from ATMs?

    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.

  • 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.

  • What happens when your cardholder pays for fuel at an automated fuel pump?

    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.
  • What is contactless?

    Contactless is a way of making card purchases of £45 and under quickly and conveniently.

    This method of purchase is available at thousands of retailers’ contactless readers across the UK, wherever you see the contactless symbol  displayed in store or on the payment terminal.

    Just like all other card purchases on your CAF Cash account, you’ll need to have enough money on your account to cover the cost of the contactless payment.

    From 1 April 2020, the limit for contactless purchases within the UK is £45. Other contactless limits may apply outside of the UK.

    If you’d prefer not to make a contactless payment, you can still use your card for purchases using CHIP and PIN.

  • How do I make a contactless purchase?

    To make a contactless purchase when you see the contactless symbol , hold your CAF Bank contactless card close above the contactless reader (around 2-4 centimetres). When the reader is ready to accept the payment, keep it there until the purchase has been confirmed.

    The transaction is normally confirmed by a beep or green light.

    Contactless payments are made without a PIN. However, from time to time you may be asked to confirm the purchase by entering a PIN for security reasons.

  • What are the benefits of using contactless?
    Making a contactless purchase is quick and saves time for purchases £45 and under.
  • Will I be charged for using contactless?
    No. There’s no charge for using the contactless functionality on your card.
  • How do I know if I have a contactless card?

    All contactless cards have the contactless symbol  on them.

    If your CAF Bank card has the contactless symbol on the front, you can start using the contactless method of paying for purchases of £45 and under.

    Please note that we’ll require you to authorise the first purchase on a new card by entering your PIN. This will activate the contactless function within the card.

    If you currently hold a card without the contactless symbol, you’ll receive a new contactless card when your existing card expires.

    If you’d like to replace your current card with a contactless card, please contact our Customer Services Team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays).

  • Can I lend my contactless CAF Bank card to someone else?
    For security reasons, your CAF Bank card must only be used by you as the cardholder named on the card.
  • I’ve been trying to make a contactless purchase but it is declining. Why?
    1. The first contactless purchase with your card may decline if you haven’t already successfully completed a purchase with CHIP and PIN.
    2. You can only use contactless in the UK for purchases of £45 and under.
    3. You may not have sufficient balance on your account.
    4. If you’ve undertaken a series of contactless purchases, you may be required to enter your PIN to confirm that it’s you undertaking the purchases. You’ll then be able to use contactless again. This is part of EU regulation to help prevent fraud.
  • Can I use my contactless card overseas?
    Yes. You can use your contactless card overseas where the contactless symbol  is displayed.
  • What happens if I try to pay for goods over the contactless limit of £45?
    If a purchase request exceeds £45, you’ll be asked to proceed with a contact purchase inserting the card into the terminal and validating with your PIN.
  • Is using contactless to pay secure?
    Yes. Contactless transactions use the same secure encryption technology as CHIP and PIN transactions.
  • What do I do if my contactless card is lost or stolen?

    If your card is lost or stolen or you suspect fraudulent activity on your account, please call our Lost and Stolen number immediately on 03000 123 606. This service is available at all times.

    To arrange a replacement card, please telephone our Customer Service Team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays).

  • Can a purchase be made without my knowledge (for example, will the card-reader activate if I walk past it)?
    No. Your card has to be close to the reader – usually between two and four centimetres. In addition, the retailer must have already entered the amount of a purchase for you to approve.
  • Can I use my contactless card on Transport for London (TFL)?

    Tap your card on the yellow card reader to open the ticket barriers at the start of your journey. Do the same when you arrive at your destination. Even if the barriers are open, tap the reader; otherwise you are charged the full fare.

    Please visit Transport for London's website for useful information about using your card and creating an account with TFL.

    Creating an account allows you to:

    • Check your payment and journey history
    • Get email alerts if there's an issue with your contactless card which might stop you from travelling
    • Apply for refunds
    • Pay unpaid fares
  • What should I do if I have a query about my fare charge?
    Please log on to your Transport for London (TFL) account to view your transaction history or contact TFL on 0343 222 1234.
  • What happens if I forget to tap out?
    Please visit Transport for London's website for more information on charges and refunds.

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 card payments 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 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 (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.

    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 ®IdentityCheck ™ which protects against unauthorised use when shopping online at participating merchants.

  • 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 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.

  • 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?

    You can call the activation line on 03000 123 605 quoting your access code in order to obtain your 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.

  • 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.

  • What is Mastercard® Identity Check™?
    Mastercard® Identity Check™ provides an extra layer of security when you shop online with your CAF Bank business card.
  • Why are you introducing Mastercard® Identity Check™?
    The Payment Services Directive 2 (PSD2) has been implemented in the UK through the Payment Services Regulations (PSR) 2017. The main aim of the regulation is to introduce strong customer authentication to reduce fraud in electronic payments; this includes card payments online.
  • How does Mastercard® Identity Check™ work?
    From 14 September 2019, when you shop online with your business card, you may be asked to enter a One Time Passcode (OTP) to verify the purchase is genuine. In such instances, you will receive the OTP by text message.
  • What mobile number can I register and use?
    Any UK mobile telephone number registered to you personally.
  • What happens if I don’t receive a One Time Passcode when I’m prompted to enter one online?
    Please call our Customer Services team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).
  • What do I do if I’ve lost my mobile phone or changed my mobile number?
    Please call our Customer Services team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

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.

APPLY FOR CAF BANK PRODUCTS

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 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. 

CAF Financial Solutions Limited (CFSL) is authorised and regulated by the Financial Conduct Authority under registration number 189450. Authorisation can be checked on the financial services register at www.fca.org.uk. CFSL Registered office is 25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4TA. Registered under number 2771873. CFSL is a subsidiary of Charities Aid Foundation (registered charity number 268369).

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