Help with managing your account  


We have collated our FAQ list to guide you with managing your account. 

Common Questions 

  • How do we change or add a signatory?
    Download a new Mandate and the 'How to complete a mandate' user guide, which sets out the steps you'll need to take to change your signatories.<

    Send your completed form to:

    CAF Bank
    25 Kings Hill Avenue
    Kings Hill
    West Malling
    ME19 4JQ

    If you need more help, please email us at cafbank@cafonline.org or call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). 
  • How do we change our Account Contact?

    Download a 'Change of account contact details' form.

    Send your completed form to:

    CAF Bank
    25 Kings Hill Avenue
    Kings Hill
    West Malling
    ME19 4JQ

    If you need more help, please email us at cafbank@cafonline.org or call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). 

  • How do we change our online users?

    As an administrator, you can add and remove users.

    Log in to CAF Bank Online and select 'Manage users' link on the left-hand side of the screen.

    To add users, select 'Add new user' and follow the steps on screen.
    To remove users, choose the user you want to delete and select 'Delete'.

    For more detailed information, see our Online Banking User Guide.

    If you need more help, please email us at cafbank@cafonline.org or call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). 

  • How do we close our account?
    Download an 'Account Closure' form.

    Send your completed form to:

    CAF Bank
    25 Kings Hill Avenue
    Kings Hill
    West Malling
    ME19 4JQ

    If you need more help, please email us at cafbank@cafonline.org or call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). 
  • How do we set up or amend our telephone password?

    Download a 'Telephone password instruction' form.

    Send your completed form to:

    CAF Bank
    25 Kings Hill Avenue
    Kings Hill
    West Malling
    ME19 4JQ

    If you need more help, please email us at cafbank@cafonline.org or call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). 

  • How long does it take a cheque paid in at HSBC or RBS to clear?
    UK banks now use cheque imaging, which allows cheques to clear by 23:59 the next business working day, as long as the cheque has not been returned unpaid.
  • How long does it take a cheque paid in at the Post Office to clear?
    When depositing cheques at the Post Office, it may take a little longer for the funds to be credited to your account than if you were to deposit them at HSBC or RBS. This is because cheques deposited at the Post Office are sent to either HSBC or RBS, depending on your account with us. Cheques paid in at HSBC/RBS counters will be available the next working day. Cheques paid in at a Post Office counter can take up to 5 working days to be credited.

    Cheques paid in after the cut off time will be treated as though it was deposited the following working day.
  • How do we set up, amend or cancel a Direct Debit?
    To set up or amend a Direct Debit, please contact the organisation you want to pay as they will set up or make the changes.

    To cancel a Direct Debit, please contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). You'll also need to inform the organisation you're paying.
  • Does CAF Bank charge for paying in cash or cheques?

    CAF Bank does not charge customers to pay in cash up to £2,000 in value in a single calendar month, nor to pay in up to 20 cheques in quantity over a single calendar month. The charges which apply for any cash or cheques paid in over those amounts can be viewed here.

    Please note: cash or cheques paid in on the last working day of the month will be included in the next month's allowance.

    *Some branches may have cut off times for paying in funds. 

  • How do we receive money from overseas?
    You'll need to provide the sender with your IBAN, which can be found in the top right corner of your bank statement,  and the swift code(s). Both the Correspondent and Beneficiary Bank swift codes can be found on the ‘Receiving money from outside the UK’ form.

    You can download a ‘Receiving money from outside the UK’ form to provide the sender with the payment information they need so the payment can reach your account.

    If you need more help, please email us at cafbank@cafonline.org or call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

  • How do we pay in a cheque made out in a different currency?

    Complete an 'International Cheque Clearing' form to register for this service
    Send your completed form to:

    CAF Bank
    25 Kings Hill Avenue
    Kings Hill
    West Malling
    ME19 4JQ

    You’ll need to complete an 'International Cheque Clearing Deposit' form each time you pay in different currency cheques. Send your form along with the cheques to the above address.

    It can take up to eight weeks to receive payment from an international cheque. The time this takes will depend on the issuing bank.

    For details of our International Cheque Clearing charges, please refer to our Tariff of Charges.

  • Can my organisation scan cheques directly to CAF Bank?

    You’ll need to pay in cheques at your local HSBC (which offers full or cash services) or Post Office branch, as this is not a service we currently provide.

    To search for HSBC branches which offer full or cash services, please use the HSBC branch finder.

  • What do I do if my cheque is returned due to poor image quality?
    We'll send a letter to you explaining why the cheque has been returned unpaid, together with the image of the cheque. You'll need to contact the person who gave you the cheque, to either request a new one or arrange an alternative method of payment.

    Unpaid cheques may incur a fee. Please refer to the Fee Information Document for more information.
  • Why has a cheque we've paid in been unpaid?

    We'll send a letter to you explaining why the cheque has been returned unpaid, together with an image of the cheque.

    You'll need to contact the person who gave you the cheque, to either request a new one or arrange an alternative method of payment.

    Unpaid cheques may incur a fee. Please refer to the Tariff of Charges for more information.

  • What will happen if my cheque is unpaid due to lack of funds?

    You must make sure that there is enough money on your account to cover the cheque you have issued.

    You'll need to arrange a new payment using an alternative payment method or issue a new cheque.

    You’ll be charged a fee if this happens. Please refer to our Fee Information Document for details.
  • What is a CAF Bank Business card?
    Find out all about the CAF Bank Business card here.
  • What do we do when a cardholder leaves our organisation?
    Please call our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays) so that the card can be cancelled.

    Please securely destroy the card by cutting it into several pieces, including through the card CHIP. 
  • Are there charges for making payments or cash withdrawals using the Business card?
    Business cards are issued free of charge.

    CAF Bank won't charge you to make payments inside or outside the UK. However, some merchants will charge for the use of the card as if it were a credit card and such charges will be payable by you. The merchant is obliged to tell you if a charge is payable at the time of the card transaction.

    Some organisations charge to withdraw cash at ATMs. This should be advised at the time.

  • Can the Business card be used overseas?
    The CAF Bank Business card can be used overseas for payments, contactless and cash withdrawals. Please advise us in advance by emailing cafbank@cafonline.org or calling 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays), when and where you intend to use your card outside the UK. This is so that we can make sure that our security checks don't unnecessarily interfere with the use of the card.

    CAF Bank doesn't charge for card transactions made in a foreign currency. They are converted into pounds on the day that we debit the payment from your account, using Mastercard’s prevailing market rate.
  • How much cash can be withdrawn from a cashpoint?

    The limit is £300 per cash withdrawal. If your organisation holds more than one card on your account, the maximum total daily cash withdrawals between all the cards is subject to a limit, which we may apply as part of security measures from time to time.

  • Can I see my CAF Cash Account balance at an ATM?
    Bank account balances are not available to any cardholder at ATMs. You can obtain your account bank balance online by logging in to CAF Bank Online.
  • How do I stop a continuous payment on my card?
    To cancel the continuous debit instruction, you’ll need to contact the company that you are paying.
  • How do I change my Business card PIN?
    Your PIN can be changed at most cashpoint ATMs in the UK at any time.

    You won't be able to change the PIN within the 30 days of the card expiring or after a replacement card has been issued. 
  • I've forgotten my Business card PIN - how can I be reminded of it?

    Call the activation line on 03000 123 605 quoting your access code in order to obtain your PIN.

    Our Customer Service team are available on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) to provide details of access codes if necessary.

  • How do I receive a one one-time passcode?

    If a one-time passcode is needed, a text message will be sent automatically to your mobile phone.

    Please use a mobile number that's personal to you, so a one-time passcode can be sent to you when making an online purchase.

  • Can we go overdrawn?
    Accounts shouldn't go overdrawn. If an account does go overdrawn, it may be subject to debit interest. Secured overdrafts above £50,000 will be considered by arrangement.
  • What do the abbreviations on my statement mean?
    BACS - Credits paid in via BACS
    DD - Direct Debit
    FP - Faster Payment credit
    ICS BACS - Paying in slip credit
    SWE - Account sweep
  • 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 is now part of this service and is used when:

    a)    You create a new payee – a request is sent to the recipients’ payment service provider to check whether the name provided is an exact match, close match or not a match, and
    b)    When others wish to initiate a payment to your account with CAF Bank – the remitting payment service provider sends a request to us and we will send a response of whether the name provided is either is an exact match, close match or not a match.

    Please see the section on Confirmation of Payee page for more details.

  • What is our sort code?
    If you're a customer based in England or Wales and you use HSBC counters to pay in, your sort code is 40-52-40.

    If you're a customer based in Scotland and you use Royal Bank of Scotland (RBS) counters to pay in, your sort code is 83-91-46.

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).