Everyday banking

HELP AND SUPPORT

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

  • What are the advantages of using online banking?

    With online banking you can manage your banking at all times – including outside of normal business hours. It's easy to use and includes dual authorisation features.

    In addition to be being able to make and see transactions on your account, you can also access guidance and any forms required to maintain your CAF Bank account.

    With online banking, you can:

    • view statements, transactions and balances for all of your CAF bank accounts.
    • transfer money between your CAF Cash and CAF Gold accounts
    • make free of charge Online Faster Payments to other UK Bank accounts including your staff salaries and suppliers.
    • order cheque books and paying in books
    • create, amend or delete Standing Orders
    • download account maintenance forms together with guidance for completion
  • What does it cost to make online transactions?

    All online transactions are free of charge. For details of CAF Bank charges please refer to the CAF Cash Fee Information Document.

  • How do I apply for online banking?
    To apply for online banking, please download an application form.
  • How long will our application for online banking take?

    Once we've received your completed application form, we aim to complete your online banking application process within 12 business days.

    We'll write and let you know when your online banking is in place, including a link to our easy-to-use Online Banking User Guides.

  • Can more than one person in our organisation become an online user?
    Yes. For easy to follow instructions to set up and maintain your online users, please refer to our Online Banking User Guides.
  • Is there dual authorisation to control our transactions to third party beneficiaries?

    Yes. All transactions to third party beneficiaries have to be approved with dual authorisation.

  • How long does it take for Online Faster Payments to be received by the payee?
    Ad hoc bill payments, standing orders and CAF Cash QuickPay payments are sent by our Online Faster Payments service.

    Instructions authorised and received by CAF Bank before 4pm will be processed the same day. Instructions received after 4pm or on a weekend and English bank holidays will be processed the next business day. The payee will receive the payment by close of business on the business day following its processing.
  • Can we view our transactions online?

    Yes. You can view 12 months’ transactions on your CAF Bank accounts.

  • Can we download our statements from online banking?

    Yes. You can download up to 18 months' worth of statements. This means that you can access your statements quickly and minimise the amount of paper generated.

  • Can we make international payments from online banking?

    No. Please see Making payments from your account for details of how to make an international payment.

  • What do I do if I want help with online banking?

    Please refer to our Online Banking User Guides for easy-to-follow guidance.

    You can also contact our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays) or by emailing cafbank@cafonline.org.

    While we’re happy to correspond by email, we won’t discuss or send sensitive or confidential information electronically.

  • What online security measures should we have in place?

    Our Security Centre - ‘Keeping You Safe Online’ - keeps you updated on the latest threats and offers simple tips to protect you and your account.

    The Security Centre has useful sections on:

    • how we help to protect you
    • how to keep yourself safe
    • Be aware – types of fraud
    • what to do if you see something suspicious
  • Can non-UK charities open a bank account?
    No, only UK-registered charities can hold a bank account with CAF Bank.

CAF BANK UNIQUE CODE AND TEXT ALERTS

  • Text Alerts

    We have introduced Text Alerts for all CAF Bank customers to provide you with added protection against fraud. You must be registered for Text Alerts, to view your Accounts when logging in to CAF Bank Online.

    Text Alerts will notify you via SMS when a payee is created, changes are made to a payee, or your registered mobile phone number changes. This free service helps you maintain control of your accounts, spot any suspicious activity and report this to us more quickly.

    If you haven’t yet registered for Text Alerts, simply log in to CAF Bank Online and follow the instructions when prompted. For more information on these changes, please read our Text Alert FAQs.
  • What is CAF Bank UniqueCode?

    CAF Bank UniqueCode is the Two Factor Authentication feature of Online Banking.

    You will be prompted to register for CAF Bank UniqueCode, when you first log in. Then, once successfully registered, you will use this feature to generate or receive a unique code each time you wish to:

    - Log in to CAF Bank Online
    - View or change your online banking details
    - Manage your online users
    - Authorise a payment

  • What is a unique code?
    A unique numerical code to be entered into the Online Banking screen, when prompted. This code is used to complete the online banking tasks listed in the 'What is a CAF Bank UniqueCode?' FAQ, and is sometimes referred to as a one-time passcode.
  • How do I receive a unique code?

    When you register for CAF Bank UniqueCode you will be given a choice of how you wish to receive your unique code. You can either generate a code using the CAF Bank UniqueCode App or receive a code via SMS.

    It is completely your choice as to your preferred method. You will be able to change your preferred method in the UniqueCode settings in the 'My details' section of Online Banking.

    The App can be downloaded from Apple Store or you can get it in Google Play. Providing your mobile has a camera that will scan a QR code (a digital barcode), you can choose the App as your preferred option.

  • I'm logging in for the first time and my registered mobile is different from the number I wish to use for UniqueCode. What should I do?
    If you are having trouble registering for CAF Bank UniqueCode and have noticed that your registered mobile number is incorrect, please call our Customer Services team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). Alternatively, please email us at cafbank@cafonline.org
  • What mobile number can I register and use?

    A UK mobile phone number, starting with '07', that is not currently registered for CAF Bank UniqueCode or Text Alerts by any other individual within your organisation.

    You will need this device to hand every time you wish to use Online Banking.

  • What happens if I do not receive a unique code?

    There are a number of reasons why you may not be receiving a unique code. These could include:

    - being in a location with a weak signal or no signal at all
    - issues with your network provider
    - your network provider not being enrolled to receiving short-codes
    - an unpaid phone bill

    If you do not receive a unique code the first time, then try again. If for any reason you still do not receive a unique code and are the account contact or a signatory, please call our Customer Services team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). If you do not hold either of these positions, please refer to your account contact who can call us on your behalf.

    Please note that we are not mobile phone experts, so will not be able explain the settings or configurations of your device. If problems persist, we recommend that you contact your network provider.

  • The unique code I am entering is not working, what should I do?

    Firstly, double check to make sure that the unique code is being entered correctly.

    Codes generated via the App have a limited lifespan so you may need to generate a new code.

    Please be aware that if you enter an incorrect code multiple times your access will become blocked. If you are the account contact or a signatory, please call our Customer Services team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) to unblock your account. If you do not hold either of these positions, please refer to your account contact who can call us on your behalf.

  • What do I do if I have lost my mobile phone?
    If you are the account contact or a signatory, please call our Customer Services team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) to unblock your account. If you do not hold either of these positions, please refer to your account contact who can call us on your behalf.
  • What do I do if I have changed my mobile number?

    If you still have access to your previous mobile number then log in as usual, and change your device in UniqueCode settings in the 'My details' section. Our Online Banking User Guide has more information.

    If you do not have access to your previous mobile number and you are the account contact or a signatory, please call our Customer Services team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). If you do not hold either of these positions, please refer to your account contact who can call us on your behalf.

  • Can I log in to Online Banking without my mobile phone to hand?
    No, you cannot.
  • I have forgotten my App PIN, what should I do?
    If you are the account contact or a signatory, please call our Customer Services team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). If you do not hold either of these positions, please refer to your account contact who can call us on your behalf.
  • What are Text Alerts?
    Text Alerts are informational messages, sent via SMS to your registered mobile number by CAF Bank. Text Alerts are designed to provide you with added protection against fraud. You cannot reply to these messages.
  • When should I expect to receive a Text Alert?
    You will receive a Text Alert, sent via SMS, to notify you when you create a payee, changes are made to a payee, or your registered mobile number changes. This is user specific, meaning you will not receive text alerts when another user completes these tasks on the account.
  • What should I do if I receive a Text Alert, when I have not made a change?

    Firstly, read the Text Alert we have sent you. Consider if this relates to any online activity you may have carried out earlier. If it does not then you will need to call our Customer Services team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) or send us a secure message from your Online Banking.

    If you are calling about a Text Alert outside of CAF Bank’s normal working hours, please don’t worry. Leave a message and we will call you back the next working day. Payments are not made from your account outside of banking hours.

     
  • I have not received a Text Alert when expected. Should I be concerned?
    If this is a one-off issue, it isn’t something you should be concerned about. However, you should call our Customer Services team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays) if you haven’t received a Text Alert when expected, repeatedly.

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 under registration number 204451. Authorisation can be checked on the financial services register at www.fca.org.uk. CBL Registered office is 25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4JQ. Registered under number 1837656. CBL is a subsidiary of Charities Aid Foundation (registered charity number 268369).

CAF Financial Solutions Limited (CFSL) is authorised and regulated by the Financial Conduct Authority under registration number 189450. Authorisation can be checked on the financial services register at www.fca.org.uk. CFSL Registered office is 25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4TA. Registered under number 2771873. CFSL is a subsidiary of Charities Aid Foundation (registered charity number 268369).


Charities Aid Foundation © | 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