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The bank dedicated to supporting charities and social purpose enterprises. So we understand what you need.

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CAF Bank

Online banking help

We're here to help with technical and account queries - and listen to feedback and complaints.

Service update

Since we restored access to CAF Bank’s online banking service, we continue to closely monitor activity and there are some periods when the online service will not be available.

This weekend, CAF Bank’s online service will be unavailable between 6pm on Friday 7 August and 8am on Monday 10 August. During this time, work will continue on technical enhancements to support the online service and improve its performance, in addition to the changes made this week.

From next week, we expect the online service to be available from 8am-8pm Monday to Friday, but there may be periods when we need to limit traffic to the website.

If you have fully authorised payments over the last couple of days either over the phone or through another process, these will be made as submitted. Please review your account and avoid replicating the payments or authorisations online.

We are sorry for the impact that the disruption to the online service has had on customers.

FAQs

If we have asked you to complete a document, please bear these things in mind:

  1. If you have nominated a second authoriser, please make sure they are aware we will be calling them for authorisation.
  2. Please closely read and follow the instructions that accompany the document including on deleting rows.
  3. Please name and protect the document in line with the instructions.
  4. Please do not reformat any of the document.
  5. If you are submitting a payment for a new beneficiary with a sort code and account number, please check the details with your supplier or the payee prior to submission.

If you have submitted a payment request by email, please do not duplicate these as our teams are working through these requests. We will email or call you if there are any issues with the submitted payment instructions.

Yes. Any scheduled payments that were fully authorised before the online banking service became unavailable will continue to be processed through the usual payment process and should be made on the intended payment date.

If CAF Bank added a new beneficiary on your behalf while our online banking service was unavailable, the beneficiary will not appear in your beneficiary list. To make another payment to this beneficiary, you will need to add them in online banking. For step-by-step instructions on how to create a beneficiary, please refer to Section 5 of the Online Banking User Guide.


Accessing online banking


Visit our support page for everything you need to set up and access online banking.

Browse accessing online banking resources

Online banking user guide

 

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4905 CAF Bank User Guide AW Cover

How to videos

Help with online banking  

We're here to help you with any online banking queries. We’ve put together a list of frequently asked questions, to help you find the answer you're after.

Our new online banking user guide and 'how to' videos can be found here.

Popular Questions

Explore other help topics 

Opening an account We're here to help guide you through the process.
Managing your account We have collated our FAQ list to guide you with managing your account.
Products and services We're here to help you with all your banking queries.
Staying secure We're here to help make sure your finances are kept safe and secure.
Making a complaint We hope you’ll never need to complain but if you have a problem please let us know

Further questions? Give us a call

Our expert team is here to help with any questions you have about your organisation's banking. Phone 03000 123 456 (Monday to Friday, 9am-5pm, except English bank holiday)