HELP AND SUPPORT

We’ve received a large number of requests to open new accounts with us since the coronavirus outbreak.

The impact of the outbreak has changed rapidly over the last few days, and although we are working hard to open accounts, it may take us a little longer than usual to do so.

Please help us to help you - if you’re about to send us your application, please don’t send your initial deposit by cheque as we may have difficulties processing it whilst we are following our coronavirus operating plan. Instead, we’ll post out your new account details and explain how you can send an online payment to your account.

To help the account opening process to go smoothly, please:

• Complete the forms carefully. You'll find clearly signposted guidance within the application forms to help you complete each section.
• Use the checklists within the form to double check that you've completed the forms correctly and enclosed the documentation needed to accompany your application.
• Please ensure that the form is signed.

If you have any queries during the application process, please 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.

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.

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

To help the account opening process to go smoothly, please:

• Complete the forms carefully. You'll find clearly signposted guidance within the application forms to help you complete each section.
• Use the checklists within the form to double check that you've completed the forms correctly and enclosed the documentation needed to accompany your application.
• Please ensure that the form is signed.

If you have any queries during the application process, please 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.

The application forms for our online banking service and Business card are included within our application pack.

You can open a CAF bank account with as little as £1,000.

Standing Orders and Direct Debits paid from your account

At present, CAF Bank isn't part of the Current Account Switch Service, but we have a simple process to ensure that your payments are transferred effectively and quickly.

Simply complete the section within the new account application form, so that we can contact your existing bankers for full details of the existing Standing Orders and Direct Debits paid from your account. Once we've received their response we'll contact you to confirm the payments you'd like to be transferred.

After we’ve received the relevant information from your existing bank, we'll aim to put everything in place for you within 12 working days.

We recommend that you maintain sufficient funds in your old account until you're sure that everything has been successfully transferred across to your new CAF Cash Account.

Standing Orders and Direct Debits Paid into your account

You'll need to contact the originators of any Standing Orders paid to your existing account to advise them that your bank account details have changed.

If you have more than 250 Standing Orders paid into your existing current account, then please let us know, as we may be able to have them transferred to your new account electronically.

For Direct Debits paid to your account, we recommend that you speak to your Bacs Bureau.

Visit the CAF Bank Bacs Bureau service page for details of a secure, efficient way to collect Direct Debits and send money within the UK.

There are no upper limits for deposits which may be held on a CAF Cash Account or CAF Gold Account.

No, accounts cannot go overdrawn without arrangement in the normal course of Business. However we can consider secured overdrafts above £50,000 by arrangement.

If you're considering a secured loan of between £50,000 and £5million, repayable over 2-25 years, to help your charity grow, we are keen to talk to you now. Contacting us is confidential and obligation-free.

There's no limit to the amount a cheque may be drawn for and paid (subject to the cleared balance on your account).

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

Business card transactions may be subject to limits, which we may apply as part of security measures from time to time.

Yes. You can make salary payments free of charge using our Online QuickPay service.

You can also send money within the UK and make salary payments using our Bacs Bureau service.

A CAF Gold Account is an instant access savings account, so it does not 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.

GDPR is the General Data Protection Regulation, a piece of EU legislation that applies in the UK. It intends to strengthen and unify data protection for all individuals within the European Union. The GDPR has direct effect across all EU member states and has already been passed in the UK. This means that organisations will still have to comply with the GDPR when handling personal information.

In the UK, this is now the Data Protection Act 2018. UK Parliament passed the Data Protection Bill on 22 May, and it received Royal Assent on 23 May.

We store your data on systems and in our offices in the UK. We only share your·information with trusted suppliers of services where it is appropriate to do so and always with controls in place to ensure the security and safeguarding of your information.

You can find out more information in our Privacy Notice at www.cafonline.org/privacy

The data we hold is the information that we collect via application forms for your products or services and information gathered throughout your relationship with CAF Bank.

Further information about this can be found in our Privacy Notice at www.cafonline.org/privacy

We have two categories with regards to how long personal data is retained, these are:

• Customer relationship

Where you have taken out a product or a service, ie signed up to Terms and Conditions. We will retain your information all the while the product or service is active and for seven years after the end of the relationship, ie when you request we close your account; and

• Prospect/Non-customer relationship

Where you have not taken out a product or service, eg you make enquiries about a service or you begin the process to open an account but decide not to go ahead. We will retain your information for no longer than three years.

You can raise a Subject Access Request by contacting us.

You can write to us at:

DPO
Charities Aid Foundation
25 Kings Hill Avenue
Kings Hill
West Mailing
Kent ME19 4JQ

Or email at: DPO@cafonline.org

To help you prepare your request, you can use a Subject Access Request form.

Alternatively you can call us on 03000 123 456.

In order to carry out your request, we must confirm your identity. To do this we may need you to provide relevant documentation.

The GDPR applies to individuals and personal data about them, so a subject can only make a request for data held about himself or herself.

If you are making a request on behalf of another individual, you will need to either have their written consent to do so or have legal authority to act on their behalf (such as Power of Attorney).

Erasure (known as the right to be forgotten) - you have the right to have your personal information erased where we do not have a legal basis to process it, including where we are holding it for longer than required. You can do this by contacting us.

You can write to us at:

DPO
Charities Aid Foundation
25 Kings Hill Avenue
Kings Hill
West Mailing
Kent ME19 4JQ

Or email at: DPO@cafonline.org

Alternatively you can call us on 03000 123 456.

In order to carry out your request, we must confirm your identity. To do this we may need you to provide relevant documentation.

We will always endeavour to ensure that your personal data remains accurate. However, if you think this information is incorrect or incomplete you have the right to have your information rectified.

To request rectification please contact us on: 

You can write to us at:

DPO
Charities Aid Foundation
25 Kings Hill Avenue
Kings Hill
West Mailing
Kent ME19 4JQ

Or email at: DPO@cafonline.org

Alternatively you can call us on 03000 123 456.

In order to carry out your request, we must confirm your identity. To do this we may need you to provide relevant documentation.

The Information Commissioner's Office (ICO), which is the  Authority in the UK for data protection, has issued guidance for not-for-profit organisations along with a dedicated helpline you can call them on.

You can find the ICO's guidance here: https://ico.org.uk/for-organisations/charity/.