FAQ

Frequently Asked Questions

You have questions, we have answers.

Where is my nearest Cashzone cash machine?

Finding a Cashzone ATM is easy. Our cash machines are located in most towns and cities across the UK. The Cashzone ATM locator will help you find the nearest one to you.

Do I have to pay a fee to use a Cashzone ATM? How much is it?

The majority of our machines are free-to-use, but some will charge a small fee. Fees vary by location and are in addition to any fees that may be charged by your financial institution. Our machines will always tell you if a fee is charged and you will be given the option to cancel the transaction without being charged.

What should I do if a Cashzone ATM is not working or is unavailable?

Please contact our Customer Care Team on 0800 032 1314 to report any operational problems or suspicious activity. We will need details of the ATM location and postcode so we can help.

What should I do if there is a problem with my transaction?

For questions or problems with your transaction, please contact your financial institution directly. Due to privacy and security regulations, only your financial institution has the right to access the details of your account. We successfully process millions of transactions every year. However, if you do have problem, your bank will work with us to investigate and resolve the issue.

Is there a limit on how much money I can take out from your ATMs?

The amount you will be able to withdraw will depend on your card issuer. Please check with them to find out your limit.

How do you calculate the exchange rates shown on your ATM screens?

For EU cardholders, in line with the European legislation, the exchange rate we use is taken from the European Central Bank (ECB) where published. These rates can be found on the ECB website:

https://www.ecb.europa.eu/stats/policy_and_exchange_rates/euro_reference_exchange_rates/html/index.en.html

For cardholders from outside the EU, the exchange rate we use is provided to us by Reuters.

When you are offered the option to be billed for your cash withdrawal in your home currency at one of our ATMs, we show you the rate we will use and the amount that will appear on your card statement if you decide to accept the offer. Any mark-up or fees that we apply to the transaction are also shown on the screen at the same time. When the final transaction amount appears on your statement it will include these charges.

What do I do if I think there is something suspicious about something at one of your machines?

We take security very seriously. If you see something suspicious, please contact our Customer Care Team on 0800 032 1314. We will need details of the ATM location so we can send someone to look at the machine.

Why do some of your machines charge a fee?

Most of our machines are free to use. Unfortunately, the fee that the banks pay us for providing this service has been cut by LINK. This fee reduction means that some of our machines are unsustainable. In these cases, we have two choices – either charge a small fee, or remove the machine completely. We are committed to providing access to cash for local communities and so we reluctantly introduce fees on some of our machines. When we do this, your bank pays us nothing. We do not believe this is right and we are constantly pushing for the banks to pay a fair fee for the service we provide for you, their customer. Please join us in our campaign to maintain free-to-use ATMs across the country by writing to your local MP or LINK.

My money was not dispensed properly. What do I do?

In most cases, when the ATM is unable to complete the transaction, it will automatically refund the amount to your account. This can take up to 24 hours. If you do not see the refund in your account, you should contact your bank and they will work with us to investigate. We follow a formal process defined by the card schemes for all disputed transactions, and there are mandated timelines for us to complete our investigation. We fully investigate all queries raised, but we can only do this for requests sent to us by your bank. So please contact them with the details of your problem and we will work with them to look into it.

My card has been taken by the ATM. What should I do?

If your card is retained by the machine, it is held in a secure place and can not be accessed by anyone. You should contact your bank immediately and they will cancel your card and issue you with a new one. We are sorry, but for security reasons we can not return the card to you.

There where you need us