Some popular questions are listed
below. If you still aren't able to find the answer
to your question, you can contact our customer services team who
will be happy to help.
Frequently asked topics:
Why can’t I find my chosen charity in your charity search?
If you can’t find your chosen charity in our charity search, it may be
that we don't hold their information on file. We can validate your
chosen charity and if successful enable you to give to them through
If your chosen charity is outside of the UK, donations can only
be made if you are a CAF Account holder. If you wish to nominate an
overseas charity, please login to your account and select the
‘Donate overseas’ option.
Can I search by charity number?
Yes. You can also search by charity name and/or location.
Can I get tax relief on my donation?
Most types of donation through CAF can have Gift Aid claimed on them. When making a
credit or debit card donation, you will be asked if you would like
us to claim the Gift Aid on it. Simply tick one of the ‘yes’
options and we will automatically claim the Gift Aid for you, and
add it to your gift, if the donation is eligible.
If you have an account with us you can also Gift Aid any top-up
you make into your account. You can do this by logging into your
account and updating your Gift Aid declaration.
Tell me more about Gift Aid
Gift Aid allows you to give more at no extra cost.
Why isn’t my donation eligible for Gift Aid?
Some types of donation are not eligible for Gift Aid. Donations
given through CAF Give As You Earn for example, cannot have Gift
Aid claimed on them because they are taken from your salary pre-tax
and therefore are already tax-effective.
If you are unclear as to why a non-CAF Give As You
Earn donation is not Gift Aid eligible, please call our
customer services team on 03000 123 000 who will
be happy to help.
I donated but didn’t tick the right box to add Gift Aid. What
should I do?
If you have a login for our site and were logged in when you
made the donation, you can amend your tax declaration online which
will allow you to back claim tax relief on your donations for a
period of up to 4 years should you so wish.
If you don’t have a login we may still be able to help. Please
contact our Customer Service team on 03000 123
I live overseas – can I donate?
Yes you can, but to be able to claim Gift Aid you will need to
have paid tax in the UK to at least the value of your donation
during the current tax year.
Can I donate anonymously?
Yes, you can choose to make your donations anonymous if you
wish. Simply tick the box marked ‘Donate anonymously’ when
making your donation and your details will not be passed on to your
Why can’t I see the donation I just completed? (pended
If there was an insufficient balance within your account to pay
the donation then we will be unable to honour the request until
sufficient funds are available. You can top-up by logging in and
selecting the 'Manage funds' option.
Once there are sufficient funds in your account, the donation
will be paid automatically. However, any pended transactions that
remain unpaid after 60 days will be cancelled.
Why can’t I see the Gift Aid on my donation?
We send a report to HMRC each week detailing Gift Aid
claims. It can take 6 to 8 weeks for us to receive these
funds. Once we have you should be able to see the Gift Aid in your
If I donate by card, how long will it take for the charity to
receive my donation?
If you make a donation via debit or credit card, it will take 30
days to process your donation. This is to protect both you and the
charity in case your card has been used fraudulently.
I’m having problems donating
If you let us know the nature of your problem we will be happy
to help. You can contact us
here or call our Customer Service team on 03000
Why is my credit/debit card being rejected?
This may be for a number of reasons. Please contact your bank
who will be able to advise you.
Where do I find the donor instruction form?
Is your site secure?
Yes. We take security very seriously which is why our website
uses 128-bit encrypted certificate utilising Thawte's digital SSL
technology. This is recognised as the industry standard and means
that you are protected when sending us any of your personal
What is CAF Donate profile?
CAF Donate profile gives your charity a presence in our
search. It gives you the option to tell potential donors
more about your organisation and enables them to donate to you via
How do I get CAF Donate profile?
Why can’t I upload my logo into my CAF Donate profile?
We can only take logos that are either JPG, GIF or JPEG format,
no larger than 230px by 128px and under 250kB. Please make sure
that your logo is within these parameters.
Can I manage our CAF Company Account or CAF
Corporate Trust online?
You can view your account top-ups and donations online as well
as viewing and downloading your account statements. If you would
like use your account online then please register to manage your