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Help centre

We’re here to help. Find answers to common questions about CAF Bank's services.

Service update

CAF Bank’s online banking service will continue to be unavailable until further notice. We are very sorry for the disruption this causes. We emailed all customers on Monday with further information.

For customers who need to make time-sensitive payments such as payroll, please call us on 03000 123 456. We have much higher call volumes than usual, and we apologise for the long wait times to speak to our Customer Service Team. We have doubled the number of people available to answer calls and they are speaking to as many customers as possible. We are aware of reports that some calls may be disconnected after an extended wait, as some telephone networks may automatically terminate calls after a period of time. We are very sorry for the additional disruption and frustration this may cause.

Please be assured that 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.

We are acutely aware of the impact this has on our customers and want this to be fixed as soon as possible, but we cannot restore access to the online service until we are assured the issue is resolved. We will let customers know when access to online banking is restored and will update our Help Centre.

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.

Yes, but you may not be able to verify the account details using the Confirmation of Payee service at this time. Please carefully check the sort code and account number before submitting any payment to your CAF Cash Account.

Online banking

View our resources for guidance on using online banking.

Online banking resources

Online banking user guide

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How to videos

Popular questions

There are two ways you can authenticate your login credentials - by the HID Approve app or by text message - as our guide explains.

If you have a smartphone, selecting the HID Approve app is a secure and flexible way to log in and authorise payments. The app works even if you don't have internet access or a strong mobile signal. Once installed, you can choose to receive one-time passcodes directly in the app - or by text message if you prefer.

Please note: If you are a QuickBooks user, you will need to choose the HID Approve app as the authentication method.

To activate your online banking access, please click on the ‘Activate user access’ link and enter your username and temporary password. You’ll find this link under the ‘Log in’ button on CAF Bank online.

Further guidance on activating online banking access can be viewed here.

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.

You can find your statements in online banking by clicking main menu, then ‘My Accounts’ to expand the selection, and then choosing ‘Account Statements’. Available statements will be shown on the Account Statements screen, and can be downloaded as a PDF. Account holders will be able to view up to 36 months of statements. You can also view and download a list of up to 18 months of historical transactions as a CSV or PDF file.

Please refer to Section 2 of our new user guide for further information on managing your statements in online banking. If you have any difficulty finding your account statements, please get in touch.

Where you can view transactions depends on whether they were posted before or after the switch to our new online banking service.

To view or download transactions since 07/06/2025:

1. Click on ‘Accounts’ to open the ‘Accounts Overview’ screen and then select the relevant account.
2. Your recent transactions will appear under ‘Transactions’. At the bottom of the screen, you can change the number of transactions viewed on each page and move between pages.
3. To search transactions, click on the magnifying glass on the ‘Transactions’ screen. You can search by keyword, transaction type, time period, payment amount and cheque number.
4. After you have set your search criteria, click 'Search' to view the results.
5. To download the search results, click the download icon (next to the magnifying glass).
6. Pick the date range and select your preferred file format (CSV, Excel or PDF) to export the transactions data.
Please note: The date range for each search or download can be up to 31 days.

To view or download 18 months of transactions up to 06/06/2025:

1. Click on ‘Accounts’ to open the ‘Accounts Overview’ screen and then select the relevant account.
2. Click ‘Historical Transactions’ to the right of the account details.
3. Enter a date range for your search or download of transactions.
Please note: The date range for each search or download can be up to 31 days.
4. Click 'Search' to view the results, or ‘Download’ to export the search results. The search results can show up to 499 transactions on each page at a time.
5. Select your preferred file format (CSV or PDF) to export the transactions data.

Account holders can view and download up to 36 months of statements on the ‘Accounts Statements’ screen, within ‘My Accounts’. Statements can be exported as a PDF.

If you can't see a transaction posted on your account, please contact our Customer Service team on: 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

You can make payments to multiple beneficiaries using our bulk payment service.

Our dedicated resources page provides step-by-step overview of the bulk payments process for paying employees, suppliers or other beneficiaries.

If you have a large number of payments to make, our Bacs service provides an alternative option.

Bill payments, standing orders and bulk payments are sent by our Online Faster Payments service. Payments authorised by 4pm will be processed and debited from your account the same working day. Beneficiaries will receive the payment by close of the next working day.

Instructions received after 4pm or on a weekend and English bank holidays will typically be processed the following working day.

Before making a payment, please make sure:
• Your approval matrix is set up with your designated approvers, transaction limits and approval rules
• Your approvers are available to authorise the payment by 4pm on the working day it’s due to be paid
• There’s enough money in your account to cover any payments due to be debited the following day.

You will find here various forms you may need to manage your account, make changes to your banking details or to request services.

Your approval matrix controls who can approve payments and their authorisation limits.

Make sure you have:

• Assigned approvers

• Set transaction limits

• Defined approval rules for each payment type

If these are not in place, your designated approvers may not receive payment requests.

The approval matrix includes limits for:

• Bulk payment – per transaction, daily transaction, weekly transaction
• Make external payment to another UK bank – per transaction, daily transaction, weekly transaction
• Make external payment within CAF Bank – per transaction, daily transaction, weekly transaction.

For more information on how approvers are selected, please refer to the Approval Matrix section in our user guide.

You can pay cash and cheques in as follows:

- HSBC, if your sort code starts with "40", through any counter-service branch of HSBC.
- RBS, if your sort code starts with "83", through any counter-service branch of RBS.
- Any Post Office.

You can locate your nearest Post Office and check their opening times using this handy Post Office branch finder.

Explore our 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.

Online banking We're here to help you with any online banking queries. View our help centre for online banking guidance.

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

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Online banking user guide

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

View our guide

Customer forms

Easily access and complete forms you need to manage your account.

Customer forms

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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.

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Make a complaint

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

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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.