Help With COVID-19 queries


We are committed to supporting our customers to navigate their finances both in the short and long term through this challenging time.

Common Coronavirus 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, whilst acknowledging 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 cheques in 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, whilst acknowledging 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.


  • Can I still call CAF Bank?
    Yes, our phone lines are open. A number of our staff are working from home as well as in the office so we are here to help you with your enquiries. Thank you for your understanding and patience with our staff in these challenging times.
  • Will my payment be delayed?
    Your payment requests are still being completed within normal operating time-frames during this time.

Explore other help topics 

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 holidays). 

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