Help With Our Banking Products and Services  


We're here to help you with all your banking queries. We have collated our FAQ list to help you find the answer you're looking for.

Common Questions 

  • Does CAF Bank have a Business card?
    The CAF Bank Business card allows you to make card payments in pounds, or a foreign currency, make a cash withdrawal in or outside the UK, wherever you see the Mastercard® sign. Learn more about our CAF Bank Business card features and benefits here
  • Can we issue cheques from a CAF Bank account?

    You can order a new cheque book by logging in to CAF Bank Online or by calling us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

    With most UK banks now using cheque imaging, CAF Bank cheques are processed as digital images. This allows cheques to clear by 23:59 the next business working day and in many cases earlier, as long as the cheque has not been returned unpaid.

    The paper cheque will be destroyed at the branch where it's paid in. The image becomes the legal document once it enters the cheque imaging system.

    It's always important to make sure that:
    - there are enough funds on your account when issuing a cheque, and;
    - cheques are signed in accordance with your bank signing mandate.

  • What is an Online Faster Payment?

    Payments made from our Online Banking service are sent to UK beneficiaries as Online Faster Payments.

    - Maximum £100,000 per payment.
    - No minimum amount.
    - No charge.
    - Subject to dual authorisation where payments are made to a third party beneficiary.
    - If the payment is made by 4pm, the payment is received by the beneficiary by close of business on the next business day.
    - If the payment is made after 4pm, the payment is received by the beneficiary by close of  business on the second business day.

    Find out more about our Online Banking service here.

  • What is a Single Immediate Payment (SIP)?

    Single Immediate Payments (SIPs) enable you to send money to UK beneficiaries.

    Instructions must be received by letter.

    - Maximum £100,000 per payment.
    - SIPs are processed within 2 hours of us receiving the instruction, before 3pm.

    SIP instructions received after 3pm, will be processed on the next business day.

    - Please provide clear instructions, including amount of the payment, the beneficiary name and beneficiary bank details.
    - If your payment instruction is incomplete or not signed in accordance with your mandate, we won't be able to process it and will contact you.
    - There is a charge for making a SIP. Please refer to our Fee Information Document.


  • Can we make CHAPs payments?

    CHAPs payments enable you to send money to UK beneficiaries on the same day.
    Please note:

    Instructions must be received by letter.

    - There is no upper limit to CHAPs payments.This is subject to the available balance in your account.
    - CHAPs instructions are processed the same day, if received before 3pm.
    - CHAPs instructions received after 3pm are made on the next business day.
    - Beneficiaries will receive the funds by the close of business the same day the payment is sent.

    Please provide clear instructions, including amount of the payment, the beneficiary and beneficiary bank details. 

    If your payment instruction is incomplete or not signed in accordance with your mandate, we won't be able to process it and will contact you. There is a charge for making a CHAPs payment. Please refer to our Fee Information Document.
  • Can we send money outside the UK?

    To send money to a bank account outside the UK, either in pounds or foreign currency,
    you'll need to complete a 'Sending money outside the UK' form which is available to download from CAF Bank Online.

    You can also request a form by emailing us at cafbank@cafonline.org or calling 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

    Please complete the form carefully and accurately. This includes making sure that you confirm the reason that the payment is being made.

    - There’s no upper limit to sending money outside the UK, as long as there are available funds in your account.
    - If we receive a valid payment instruction to Europe before midday, the payment will be processed on that date, subject to our internal monitoring processes. The payment should be received by the beneficiary up to five business days afterwards, dependent on the currency of the payment and the receiving bank.
    - If we receive a valid payment instruction to a beneficiary outside Europe before midday, the payment will be processed before the third business day, subject to our internal monitoring process. For example an instruction received on a Tuesday before midday, will be processed by Thursday of the same week. The payment should be received by your beneficiary between five and ten business days afterwards, dependent on the currency of the payment and the receiving Bank.
    - If your payment instruction is incomplete or not signed in accordance with your mandate, we won't be able to process it and will contact you.
    - There is a charge for sending money outside the UK. Please refer to our Fee Information Document.

  • Can CAF Bank offer a Bacs bureau facility?

    Our Bacs bureau service is an efficient way to send bulk payments in the UK, including to suppliers and staff salaries, using dual authorisation. You can also process your incoming Direct Debits under the same service using our user-friendly service.

    You can find out more about our Bacs bureau service here

  • Does CAF Bank have a counter service?
    You can deposit cash and cheques in 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.
  • Can we pay Direct Debits out of the account?
    You can pay Direct Debits from your CAF Cash Account.

    To set up or amend a Direct Debit, please contact the organisation you want to pay as they will set the payment 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 instruct the originator to inform them that you wish to cancel the Direct Debit instruction.
  • Can we pay Standing Orders out of the account?
    Standing Orders are a convenient way of paying a regular payment of the same amount to a beneficiary. You can set up, amend and cancel Standing Orders via CAF Bank Online
  • Does CAF Bank consider loan requests?
    If you have a loan requirement of over £150,000 we may be able to help. Call us on 03000 123 444 (Monday to Friday 9am - 5pm, except English bank holidays) for more information or email at cafbank@cafonline.org.
  • Can I borrow money from CAF Bank?

    Yes.  We offer secured loan facilities to established charities and social purpose enterprises with at least a three year track record. 

  • How much money can I borrow from CAF Bank?

    We know that each client’s circumstances are different and treat each enquiry on a case-by case-basis. Part of this is assessing that any money you do borrow is affordable.

    Depending on your circumstances, we can lend from £150,000 to £5,000,000. If you are a Registered Social Landlord, we can lend up to £9,000,000.

  • How do I apply for a loan?

    Find out more here about our loan application process.

    Call us on 03000 123 444 (Monday to Friday 9am - 5pm, except English bank holidays), if you’d prefer to chat with one of our loan experts.

  • Is there a Customer Service team?
    Our Customer Service team is available Monday to Friday 9am - 5pm, except English bank holidays. Call 03000 123 456. They can also be reached by email at cafbank@cafonline.org
  • Can we have Online Banking?

    Our Online Banking service, CAF Bank Online, allows you to monitor your balance, view transactions, make payments and manage your users.

    Find out more about CAF Bank Online here
  • Can we view our statements online?
    Go paperless. View and download your statements online with over 18 months of archive information. 

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