FREQUENTLY ASKED QUESTIONS

 

This page is for you. We want you to send in your questions or your concerns about our charity and we try our very best to answer them quickly and publish them here for others to see. 

Please send your questions to:  faq@altanacharitabletrust.com
 

1.  Is it safe to donate online?

2.  How and when does my donation get to the charity of my choice?

3.  Why was my donation not accepted?

4.  Will I receive a confirmation that my donation has been processed?

5.  What will I see on my bank statement?

6.  I'm still not sure I feel comfortable donating online, is there any other way I can make a donation or give to a charity?

7.  What if my favourite charity has no donation button? 

8.  What is Gift Aid?

9.  Can I make an anonymous donation? 

10.  Will you protect my privacy?

11.  What are the advantages of donating online via Altana Charitable Trust?

12.  Does either Altana Charitable Trust take a cut of the donation processed?

13.  What are my payment options?

14.  What are the card issuer charges?

15. Can I set up a monthly amount to donate?

16.  Is there a minimum donation amount?

17.  Can I cancel my donation?
 

1. Q:  Is it safe to donate online?  
A:  The Altana Charitable Trust online donations service is completely secure and uses an advanced encryption technology provided by Secure Sockets Layer (SSL), a recognised authentication and encryption software. This means that the site encrypts all of your personal information, including your credit card number, name, and address, so it is unreadable to anyone outside the transaction process. For more information, please read our Privacy & Security Statement.
 

2. Q:  How and when does my donation get to the charity of my choice?
A:  The Bank will process your donation through your debit or credit card company immediately after you submit your details. Please allow 3 working days for your transaction to be processed.
 

3. Q: Why was my donation not accepted?
A:  If your donation has been declined, please check the following:

  • That you have entered in all your card, name and address details 100% correctly as stated on your  card and card statement;
  • That you have sufficient funds and your card is active;
  • That the address stated is the address where the card is registered to;
  • That you have no spaces between the numbers.

If your transaction is successful, a page verifying this will come up plus you will receive an email thanking you for making the donation. If you do not receive this email nor if the money has not yet left your account within 3 working days of making the donation, this means that the transaction was declined. We would not know the reasons for this, you will need to contact your bank direct. Please contact your bank/card issuer.
 

4. Q:  Will I receive a confirmation that my donation has been processed?
A:  Yes, you will receive an email confirmation once you have donated. This is sufficient to serve as a receipt for tax purposes. Please print this out and keep this for your records.
 

5. Q:  What will I see on my bank statement?

A:  Your bank statement will show the words "Altana Charitable Trust" along with the donation amount.
 

6. Q:  I'm still not sure I feel comfortable donating online, is there any other way I can make a donation or give to a charity?
A:  You can contact the charity direct from the website using the contact details available and arrange to donate via cheque or bank transfer please click here.
 

7. Q:  What if my favourite charity has no donation button?

A:  All charities listed on www.altanacharitabletrust.com are invited to opt in to receive a free online donation button. Please contact us if your favourite charity does not have a 'Donate Now' button at donate@www.altanacharitabletrust.com 
 

Please state the charity name and its charity registration number. We shall then contact the charity and let them know that they are missing out on valuable donations by not registering to receive donations via Altana Charitable Trust. You may also, of course, contact the charity directly to let them know your intentions.
 

8. Q:  What is Gift Aid?
A:  Charities can now claim back the tax paid on donations from Her Majesty's Revenue and Customs   5  5 (HMRC). The money that you donate to the charity is money that you have already paid tax on, so by Gift- Aiding it, your charity can reclaim that tax. Gift Aid is calculated at the basic- rate taxpayer’s pay, which is currently 20%. Using Gift Aid means that for every £1 you give, the charity can claim an extra 25p. So, for every £100 you give to your charity they will be able to reclaim a further £25 from HMRC.
 

9. Q:  Can I make an anonymous donation?

A:  Yes! You may choose not to disclose your details and still give to the charity of your choice. We are committed to protecting your privacy. This means that the charity knows the amount donated but does not receive any other contact information about you. Please be aware though that if you choose to remain anonymous the charity will be unable to reclaim Gift Aid from Her Majesty's Revenue and Customs. See What is GiftAid? for more information.
 

10 Q:  Will you protect my privacy?
A: 
Yes. No information is ever passed on to third-party marketers.  Please see our Privacy and Security Statement for more information.
 

11. Q:  What are the advantages of donating online via Altana Charitable Trust?
A:  Altana Charitable Trust does not charge for processing or administering your donation.

  • Peace of mind - 100% secure online payment facility.
  • No credit card or debit fees.
  • No transaction fees.
     

12. Q:  Does either Altana Charitable Trust take a cut of the donation processed?
A:  No, unlike some other online donation services neither Altana Charitable Trust make any charge for processing online donations.
 

13. Q:  What are my payment options?
A:  You can make your donation using all major credit cards including Visa, Switch, Electron, Master Card and Diners Club. Please note that we do not accept American Express. If you would like to donate by cheque or cash please contact your favourite charity directly using the contact information within the Altana Charitable Trust website.
 

14. Q:  What are the card issuer charges?

A:  Currently Altana Charitable Trust pay all card issuers charges so the charity gains the full donation value. We are an online donation facility that is a 100% free of service charges.
 

15. Q:  Can I set up a monthly amount to donate?
A:  No. Currently the service only allows you to make one-off donations, as a future development we are looking to extend this service to make a regular monthly donation.
 

16. Q:  Is there a minimum donation amount?
A:  No, there is no minimum to the donation amount.
 

17. Q:  Can I cancel my donation?
A:  No! All donations made through Altana Charitable Trust are non-refundable. However, if there is an error on your credit card please contact us.