Frequently Asked Questions

Frequently asked questions.

You have questions, we have answers!

Finding a Cashzone ATM is easy. Our cash machines are located in most towns and cities across the UK. The easiest way to find your nearest Cashzone ATM is to use our Cashzone ATM locator.

While the majority of our machines are free-to-use, some charge a small fee to use some of them. 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.

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.

For questions or problems with your transaction, please contact your financial institution directly. Due to privacy and security regulations, only your financial institution can access your account.

The amount you will be able to withdraw will depend on your Bank/Building Society. Please check with them to find out your limit.

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. For EU cardholders, in line with the new 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:

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

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.

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.

In most cases, when the ATM is unable to complete the transaction, it will automatically refund the amount to your account. If this does not happen, you should contact your bank and they will work with us to investigate. We follow a formal process defined by LINK for all disputed transactions, and there are mandated timelines for us to complete our investigation. All queries raised by banks are fully investigated, 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 help them look into it.

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.