Everyday banking

HELP AND SUPPORT

We're here to help with your questions about banking and finance for your charity.

  • How do I complain?

    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

    If we can't solve your problem immediately, we'll write to you to ensure that we have fully understood your complaint and to advise you who will be investigating it further. This person will normally be someone who wasn't involved in the matter about which you have complained.

    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.

  • How do I provide feedback?

    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.

OUR TEAM

Our expert team is here to help with any questions you have about charity banking.

Phone
03000 123 456
(Monday to Friday, 9am-5pm, except English bank holidays)

CAF Bank Limited (CBL) is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. CAF Financial Solutions Limited (CFSL) is authorised and regulated by the Financial Conduct Authority. Their registered office is 25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4JQ (ME19 4TA for CFSL). Registered under number 1837656 and 2771873 respectively. CBL and CFSL are subsidiaries of Charities Aid Foundation (registered charity number 268369).


Charities Aid Foundation © 2017 | Registered Charity Number 268369
25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4TA Telephone: 03000 123 000
10 St. Bride Street, London EC4A 4AD Telephone: 03000 123 000