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In this Support Hub we’ve brought together answers to common questions about CAF Bank's services. Take a look at our most popular questions or browse FAQs by key topic areas. 

Popular Questions

  • How long will it take to open an account during the coronavirus outbreak?
    At this time, most of our CAF Bank staff are working remotely. We stand ready to do all we can to support our clients and the vital services they provide to people and communities across the UK. We acknowledge that some processes are taking us a little longer than normal to complete.

    In particular, we are receiving more requests than usual for new bank accounts. Whilst we are continuing to accept new account applications, we have had to suspend our normal time-frame for opening accounts. We’ll do our best to open accounts on a best endeavours basis. Thank you for your understanding and patience with our staff in these challenging times.
  • How can I pay in cheques if I am unable to visit my local bank branch?
    Please pay your cheques in as normal to any branch of HSBC if you are based in England or Wales, or RBS if you are based in Scotland. Alternatively, you can pay cheques in at the Post Office using an envelope provided by us. 

    If this is not possible because your local branch is unavailable or you or your colleagues are self isolating, please post your cheques along with a paying-in slip to:

    For customers based in England or Wales
    HSBC Bank Plc, City of London Branch, Ground Floor, 60 Queen Victoria Street, London, EC4N 4TR

    For customers based in Scotland
    NatWest, CPU, PO Box 21, 41 The Drapery, Northampton, NN1 2EY

    It’s important to let you know that most banks are under significant pressure at the moment, so there may be a delay in processing when sending your cheques via the post. 
  • How long will it take for changes to my account to be made?
    At this time, most of our CAF Bank staff are working remotely. We stand ready to do all we can to support our clients and the vital services they provide to people and communities across the UK. We acknowledge that some processes are taking us a little longer than normal to complete.

    Whilst we are continuing to accept new changes, we have had to suspend our normal time-frames. We’ll do our best to complete your requests on a best endeavours basis. Thank you for your understanding and patience with our staff in these challenging times.
  • How do I log in to CAF Bank Online?
    Log in here
  • What is CAF Bank UniqueCode?
    CAF Bank UniqueCode is the Two Factor Authentication feature of Online Banking. It is sometimes referred to as a one-time passcode.

    You will be prompted to register for CAF Bank UniqueCode, when you first log in. Once you're registered, you will use this feature to generate or receive a unique code each time you want to:

    - Log in to CAF Bank Online
    - View or change your online banking details
    - Manage your online users
    - Authorise a payment
  • What do I do if I don’t recognise a transaction on our account?
    Please contact our Customer Service team straight away on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays). Outside of these hours, please leave a message including your name, organisation, telephone number and brief details and we will return your call on the next business day.

    If you suspect that your Business card may be being used fraudulently, please call our Lost and Stolen number immediately on 03000 123 606. This service is available at all times. If calling from outside the UK, please call +44 3000 123 606. 

Explore Our Help Topics

Coronavirus Queries 

These unprecedented times present a whole new scale of challenges for the charitable sector. At CAF Bank we're determined to continue providing our critical services and support so that your charity or social purpose organisation can continue to support your beneficiaries.  

View all our Covid-19 specific FAQs

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CAF Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 204451).

CAF Bank Limited Registered office is 25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4JQ. Registered in England and Wales under number 1837656.


Charities Aid Foundation © | Registered Charity Number 268369
25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4TA
10 St. Bride Street, London EC4A 4AD
Telephone: 03000 123 000