Help

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:

 

CAF Charity Account

 

Donations

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 our website.

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 123 000.

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 chosen charity.

Why can’t I see the donation I just completed? (pended transaction)

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 account. 

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 123 000.

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.

 

Website

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 details.

 

CAF Donate profile for charities

What is CAF Donate profile?

CAF Donate profile gives your charity a presence in our charity search.  It gives you the option to tell potential donors more about your organisation and enables them to donate to you via our website.

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.

 

Company giving

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 account online.