Online banking help

Service update

Email sent to customers on Monday 3 August:

I am sorry to say that our online banking service remains unavailable for now. Over the weekend, we have been working around the clock with our technology partners and additional experts. While we are making progress, we are not yet in a position to safely restore the service. I will update customers further tomorrow.

We will continue to have additional teams in place to help customers on the phone, but I know many have experienced delays in getting through. This weekend, we have focused on clearing through priority payments and have updated the guidance on our Help Centre. We will again need to prioritise those with urgent payments to make, such as payroll. I know this will cause frustration for customers and I am very sorry about that.

Due to the disruption, as a small thank you for your patience, we will be waiving our monthly customer account charge for all customers for August and September 2026.

As a reminder, we took down the online service after detecting attempted fraudulent activity. We did this because the security of our customers’ money and information is paramount. Indeed, the core bank remains unaffected, with money safe in accounts, payments being processed, cheques paid, and receipts being paid into accounts as normal. The issue solely relates to the online service.

We have continued to keep our regulators and law enforcement informed and to review the circumstances in which this has happened so that we, our partners and our industry can learn from it.

I would also like to thank all those customers who have spoken and written to us with such kind words of support. All of us at CAF Bank have been united in wanting to protect and serve our customers to the best of our abilities throughout this incident, and your understanding means everything to us.

Thank you again for your patience.

Alison Taylor
CAF Bank CEO

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