We’re here to help

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 does it usually take to open an account with CAF Bank?

    We normally start processing account applications within two weeks of receipt and most requests are completed within four weeks of being received. We do sometimes experience peaks in account applications and some charities have more complex needs, which may take longer to process.

    For more information, please call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

  • How can I pay in cheques if I am unable to visit my local bank branch?
    Please pay your cheques in as normal at any branch of HSBC (which offers full or cash services) 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, please post your cheques along with a paying-in slip to:

    For customers based in England or Wales
    HSBC Bank Plc, Bishopsgate Branch, 1-3 Bishopsgate, London, EC2N 3AQ

    For customers based in Scotland
    NatWest, CPU, PO Box 21, 41 The Drapery, Northampton, NN1 2EQ
  • 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 are 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. Thank you for your patience and understanding with our staff.
  • 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. 
  • Does CAF Bank offer Confirmation of Payee?
    Confirmation of Payee, a bank account name-checking service, was introduced by the industry in June 2020 to combat fraud and misdirected payments.

    CAF Bank isn't part of the initial phase of the roll out programme, which has focused on the six largest banks, and our payment systems aren't yet fully integrated with the scheme.

    When someone who has an account with one of the participating banks attempts to make a payment into your CAF Bank account for the first time, they'll see a message highlighting that the payee is unavailable. This is because we don't offer this service yet. However, please be assured that their payments will still go ahead if they continue with the payment.

    You'll see no change when making a payment from your CAF Bank account. It's really important when you're making payments from your accounts that you follow guidance relating to how you have confirmed the payee details. If you're paying someone for the first time, or they have changed their bank details, you'll be prompted to check their details. Please ensure you check the sort code and account number of the payment from the beneficiary or trusted source.

    We will never contact you by phone, email or text message, and tell you to transfer money into another account, or ask you for card details and one-time passcodes. Do not respond to any requests of this nature, and contact us on 03000 123 456 if you're concerned that you may have divulged details. 

    Texts and phones calls can be made by fraudsters that appear to come from the CAF Bank telephone number so do not respond to these requests.

Explore our help topics

Still can’t find what you’re looking for?

Online banking user guide

This guide is full of practical information about banking with us.

Discover the guide

Check your wording

You may be typing in different terms to the ones we use at CAF Bank.

Check the glossary

Ask us

If you can’t find the answer you need, our team will be happy to help.

Get in touch

Share your feedback

Whether you spot something that doesn’t look right on our website or you have some thoughts on one of our products or services, we’d love to hear what you think.

Share feedback

Make a complaint

If something’s not right, we want to try our best to understand. And fix the issue where possible.

Read our complaints procedure

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.