Frequently Asked Questions
- What is the Key Recovery Service?
- The Key Recovery Service is an innovative and simple way of supporting your chosen charity and protecting your household keys. When you sign up to donate to your chosen charity with a regular monthly donation, we will provide you with a special, charity branded key ring. Your key ring will have a reference number on it that is unique to you. This is held, along with your details, on our secure database. Should you lose your keys, anyone who finds them will find it easy to contact Care2Give using the helpline phone number or FREEPOST address shown on the key ring and send them back to us. Once contacted, we'll match your keys to your details and arrange with you for their safe return.
- How soon after sign up are my keys covered?
- Membership starts as soon as you have signed the pledge form – but It takes up to 3 Working Days to register your details on our system. So, if you call our Helpline before then we will not be able to access your information.
- What happens if I am unable to make my first donation and wish to cancel?
- We will cancel the service automatically if you are unable make your first donation within 90 days of signing up.
- How long will my keys be covered for?
- Your keys will be covered for five years, provided you continue to make your regular monthly donations to your chosen charity. Cover will cease immediately if you are unable to continue your monthly donations.
- What should I do if I lose my keys?
- You should call our helpline straight away. The number is 0800 840 7220. It's open from 9am till 6pm on weekdays and from 10.30am to 3.30pm on Saturdays. Outside these hours, there's an answer phone service. When you call, we'll log your details so we can return your keys to you as quickly as possible if they're found and returned to us.
- So, what actually happens if I lose my keys?
- Most people lose their keys locally. So if we receive a call to say that your keys have been found, we will call you using the details held on our database and offer you the option of picking the keys up personally to save time. If you decide that this is not convenient , we will arrange for the keys to be sent back to us before being securely returned to you.
- What happens if you are unable to contact me?
- If we cannot reach you by telephone, email or letter within 14 days of receiving your keys, we will keep your keys in a safe place until you contact us. Keys will be kept for 6 months after which they will be disposed of by us.
- What happens if the keys are lost but not found?
- If your keys are lost but not found and you are still making your monthly donations to your chosen we will, upon request, provide a replacement key ring (up to a maximum of three times) with a new Unique Reference Number. We will then deactivate any earlier Unique Reference Number from our systems.
- What happens if I have stopped donating? Will I still get my keys back?
- Unfortunately we are unable to continue providing the cover If your monthly donations have ceased. In such circumstances we will deactivate your Unique Reference Number shown on the key ring. Any keys subsequently returned to us will be disposed of by us.
- What happens if the keys are lost abroad?
- We can only provide the Key Recovery Service to you whilst you are resident in the UK. We are unable to extend the service to cover keys which are lost abroad whilst on holiday.
- What happens if I move house?
- It is your responsibility to ensure that we are kept updated of any change of address. This will keep our records up to date and ensure that we can reunite you with your keys should they be found and returned to us.
- Does it cost the charity anything to provide this service?
- No. This service is provided by Care2Give at no additional cost to the Charity as part of our fundraising arrangements with it.
- What if I no longer require this service, can I cancel?
- Yes, of course. You may cancel the Key Recovery Service at any time by writing to us at the Freepost address or on giving notice to us by email.