HELP AND SUPPORT

If you have a complaint, please fill in the online form or call our Customer Services team on 03000 123 456 (Monday to Friday, 9am-5pm, except English bank holidays). They are fully trained in matters of this nature and all calls are recorded.

CAF Bank complaints procedure leaflet

Alternatively you can write to us at:

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

You will receive our initial response, acknowledging your complaint, within five working days. We will do our best to find a satisfactory solution to the issue straight away. If we can't resolve the problem immediately, then we will write to you. This is to check that we fully understand the problem and to let you know who will be investigating it further.

We hope to be able to deal with most complaints within four weeks. Where we're unable to do so, we will write to you at the end of four weeks and advise you when we hope to be able to contact you further. If you're dissatisfied 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.

We will send you a leaflet providing more details about the Financial Ombudsman Service when we deal with your complaint. You can also find more information at on the Financial Ombudsman Service website.

CAF Bank regularly carries out customer satisfaction surveys and welcomes all feedback from customers. We use an external agency - which selects customers randomly and without prejudice - and this leads to a fairer reflection of the service provided.

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