Help With Online Complaints  


At CAF Bank we are passionate about providing a quality service for all our customers and work hard to ensure you are satisfied with the services we offer. However, if we ever fall short of the standards you expect, we'd like to know so that we can prevent the problem from happening again. 

Complaints and Feedback 

  • How do I complain?

    We aim to provide you with outstanding service and simple, straightforward day-to-day banking. If something goes wrong we want you to let us know so that we can fix it and make improvements.

    You can get in touch by completing our online form, emailing us at cafbank@cafonline.org or by calling our Customer Services team on 03000 123 456 (Monday to Friday, 9am-5pm, except English bank holidays). Our calls are recorded for training and monitoring purposes.


    Or you can write to us at:

    CAF Bank Ltd,
    25 Kings Hill Avenue,
    Kings Hill,
    West Malling,
    Kent ME19 4JQ

    What we’ll do

    We’ll record your complaint and endeavour to resolve it as quickly as possible. If we can resolve your complaint within 3 working days, we’ll send you confirmation and let you know about the Financial Ombudsman Service.

    We may need more time if your complaint needs further investigation. If this is the case, we’ll write and acknowledge your complaint, check that we understand your concerns and confirm the next steps within five working days. We’ll keep you updated of our progress throughout our investigation.

    We aim to resolve most complaints within four weeks. Once we’ve completed a thorough investigation, we’ll send you our final response outlining the details of our investigation, how we’ve reached our decision and what we’ll do to resolve the issue. We’ll also include details of the Financial Ombudsman Service.

    There may be times when our investigation will take longer than 4 weeks. If this happens, we'll update you in writing and let you know our progress.If you don’t agree with our response, or we've taken more than eight weeks to send you one, you may be entitled to refer your complaint to the Financial Ombudsman Service.

    You can find details of how to get in touch with the Financial Ombudsman Service in the leaflet we send you when responding to your complaint. You can also find more information on the Financial Ombudsman Service website.

  • How do I provide feedback?

    We aim to provide you with outstanding service and simple, straightforward day-to-day banking. Please get in touch if you have feedback that can help us improve your experience.

    You can send us feedback at any time by emailing us at cafbank@cafonline.org or by calling us on 03000 123 456 (9am – 5pm, Monday to Friday, except English bank holidays). 

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