Everyday banking

HELP AND SUPPORT

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

  • What are the advantages of using online banking?

    With online banking you can manage your banking at all times – including outside of normal business hours. It's easy to use and includes dual authorisation features.

    In addition to be being able to make and see transactions on your account, you can also access guidance and any forms required to maintain your CAF Bank account.

    With online banking, you can:

    • view statements, transactions and balances for all of your CAF bank accounts.
    • transfer money between your CAF Cash and CAF Gold accounts
    • make free of charge Online Faster Payments to other UK Bank accounts including your staff salaries and suppliers.
    • order cheque books and paying in books
    • create, amend or delete Standing Orders
    • download account maintenance forms together with guidance for completion
  • What does it cost to make online transactions?

    All online transactions are free of charge. For details of CAF Bank charges please refer to the Tariff of charges.

  • How do I apply for online banking?
    To apply for online banking, please download an application form.
  • How long will our application for online banking take?

    Once we've received your completed application form, we aim to complete your online banking application process within 12 business days.

    We'll write and let you know when your online banking is in place, including a link to our easy-to-use Online Banking User Guides.

  • Can more than one person in our organisation become an online user?
    Yes. For easy to follow instructions to set up and maintain your online users, please refer to our Online Banking User Guides.
  • Is there dual authorisation to control our transactions to third party beneficiaries?

    Yes. All transactions to third party beneficiaries have to be approved with dual authorisation.

  • How long does it take for Online Faster Payments to be received by the payee?
    Ad hoc bill payments, standing orders and CAF Cash QuickPay payments are sent by our Online Faster Payments service.

    Instructions authorised and received by CAF Bank before 4pm will be processed the same day. Instructions received after 4pm or on a weekend and English bank holidays will be processed the next business day. The payee will receive the payment by close of business on the business day following its processing.
  • Can we view our transactions online?

    Yes. You can view 12 months’ transactions on your CAF Bank accounts.

  • Can we download our statements from online banking?

    Yes. You can download up to 18 months' worth of statements. This means that you can access your statements quickly and minimise the amount of paper generated.

  • Can we make international payments from online banking?

    No. Please see Making payments from your account for details of how to make an international payment.

  • What do I do if I want help with online banking?

    Please refer to our Online Banking User Guides for easy-to-follow guidance.

    You can also 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 online security measures should we have in place?

    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
    • how to keep yourself safe
    • Be aware – types of fraud
    • what to do if you see something suspicious
  • Can non-UK charities open a bank account?
    No, only UK-registered charities can hold a bank account with CAF Bank.

TEXT ALERTS

  • What are Text Alerts?
    The Second Payment Services Directive (PSD2) has set out a common legal framework in which we must improve our customer protection against fraud through enhancing our Online Banking security measures. Text Alerts is an additional service, provided free of charge, to help protect your charity against fraud. We will not use your mobile phone number for marketing purposes.
  • How do I sign up for CAF Bank Text Alerts?

    You'll be asked to sign up when you log in to CAF Bank Online. We will never ask you to sign up via email, text message or over the telephone.

    Once you have logged in, click 'Sign Up now' and enter your UK-registered mobile phone number. This mobile number must not be the same as that registered by any other individual within your organisation. An activation code will be sent to your mobile via text message. You must then enter that activation code into the instruction screen to complete your registration.

  • When should I expect to receive a Text Alert?
    You will receive a Text Alert every time you create or amend an online payee, or if you change the mobile number you have set up for Text Alerts.
  • Will I receive a Text Alert when another person from my charity creates or amends a payee?
    No. You will only receive Text Alerts based upon your own online activity.
  • What should I do if I receive a Text Alert when I have not made a change?

    Contact our Customer Services Team immediately on 03000 123 456. (Please consider if the text relates to any online activity that you may have carried out earlier, when your mobile was switched off or in an area where there was no signal). Alternatively, you can email us at cafbank@cafonline.org or send a secure message from your online banking using the 'Request help' link.

    Our Office hours are 9am to 5pm Monday to Friday (excluding English bank holidays). If you are calling about a Text Alert outside of these hours, you can leave a message and we will call you back. Payments are not made from your account outside of banking hours. Every effort will be made by CAF Bank to stop a fraudulent payment leaving your account, providing your instructions to recall the payment are received prior to 4pm on the day the payment is due.

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