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CAF BANK

AUTHORISED PUSH PAYMENT (APP) FRAUD

An Authorised Push Payment (APP) fraud is where someone is tricked by a fraudster into making a payment which they believe is genuine. Examples could include a request to settle a supplier’s invoice or make a salary payment and they’re deceived into sending the money to a different person, or they pay for goods which are never delivered.

On 7 October 2024, new rules were introduced about the way banks handle refund claims from customers for APP fraud. These rules are designed to prevent fraud and help to protect you and your money.

How to make payments safely

Here are three simple steps to help prevent APP fraud:

1. Check the details – When you pay someone for the first time or you receive a request to change their bank details, always check that you’re paying the right person or organisation. To confirm the account details are genuine, call them directly using trusted contact details.

2. Know what you're paying for – Make sure payment requests e.g. a bill or invoice are genuine before you pay. Even if you’re being asked to make the payment by someone in your organisation.

3. Pay attention to our warning messages – If you see a warning displayed when making an online payment, stop and think. If necessary, contact us to discuss the payment details. 

 

When the rules apply

The new rules apply to: 

  • Charitable organisations with an annual income of less than £1 million
  • Faster Payments or CHAPS payments made to a fraudster’s account within the UK
  • Eligible payments made on or after 7 October 2024. You have up to thirteen months to report a fraud after making the most recent payment to the fraudster
  • Payments up to £85,000

Eligible APP fraud claims may be subject to a £100 excess. For claims under £100, there may be no reimbursement provided. Please report all cases to us so we can attempt to get your money back from the other bank involved.

 

When the rules do not apply

The new rules do not apply where the:

  • Fraud was carried out by someone associated with the organisation
  • Payment was not made using Faster Payment or CHAPS, e.g a card or cheque payment
  • Payment was made to another account that you control
  • Payment was sent to or received by a Credit Union, Municipal Bank, National Savings Bank or a beneficiary outside of the UK.

 

What we ask of you

To help protect the funds in your accounts, always remember to:

  • Act on any warnings or guidance that you receive whilst making a payment
  • Tell us straight away of any payment you believe has been sent to a fraudster
  • Provide us with the information we request about the payment as soon as possible, as we can't complete our investigations until we receive this
  • Report suspected fraud to Action Fraud or the police.

If you do not, we may not be able to refund you for any loss. You may sometimes see this described as the Consumer Standard of Caution.

 

How we handle your claim

We’ll complete our investigations and refund you within five working days. However, with more complex cases, we may need up to thirty-five working days to complete our investigations. 

 

Where to find more information

Further information about the reimbursement scheme can be found on the Payment Systems Regulator website.

How to report fraud

If you believe that your CAF Bank account has been affected by APP fraud, contact us right away 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. We’ll return your call on the next business day.

To learn more about fraud and how to protect yourself, visit our security centre

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.