Service quality information

The Financial Conduct Authority requires us to publish information about our business current accounts. View our results here.

Welcome to CAF Bank

The bank dedicated to supporting charities and social purpose enterprises. So we understand what you need.

Current account Savings Loans Security centre Help About us

The Financial Conduct Authority requires us to publish the following information about our business current accounts.

Availability of help and support in relation to certain services.

How and when you can contact us to ask about the following things:

 
 

24 hour help

Telephone 

           

Internet banking

Mobile banking

Contact details

 

 03000 123456

secure.cafbank.org

No mobile app

Checking the balance
and transactions

 No

Mon-Fri, 9am - 5pm,
(excluding English bank holidays)

 Mon - Sun 24/7

 No

Sending money within
the UK, including setting
up a standing order

 No

Mon-Fri, 9am - 5pm,
(excluding English bank holidays)

Mon - Sun 24/7

 No

Sending money outside
of the UK

 No

Mon-Fri, 9am - 5pm,
(excluding English bank holidays)

No

 No

Paying in a cheque

 No

Mon-Fri, 9am - 5pm,
(excluding English bank holidays)

No

 No

Cancelling a cheque 

 No

Mon-Fri, 9am - 5pm,
(excluding English bank holidays)

Yes

 Yes

Cash withdrawal in a foreign currency outside of the UK

 No

Mon-Fri, 9am - 5pm,
(excluding English bank holidays)

No

 No

A lack of funds: including unarranged overdrafts,
payments we allow despite
lack of funds and payments
we refuse due to lack of funds

 No

Mon-Fri, 9am - 5pm,
(excluding English bank holidays)

No

 No

A direct debit, or allowing someone to collect one or more payments from your account using your debit card number

  No

 Mon-Fri, 9am - 5pm,
(excluding English bank holidays)

 No

 No

Third party access to an account, for example under a power of attorney

  No

Mon-Fri, 9am - 5pm,
(excluding English bank holidays)

 No

 No

Problems using internet banking or mobile banking

  No

Mon-Fri, 9am - 5pm,
(excluding English bank holidays

 No

 No

Reporting a suspected fraudulent incident or transaction

  No

Non card fraud
03000 123456 

Card fraud
03000 123 606 Mon-Sun 24/7

 No

 No

Progress following an account suspension or card cancellation, e.g. following a fraud incident

  No

Mon-Fri, 9am - 5pm, (excluding English bank holidays)

 No

 No

Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available

  No

Mon-Fri, 9am - 5pm, (excluding English bank holidays)

 No

 No

Note: This is a list of common queries. It does not represent the full list of those you can raise in relation to your account

Availability of certain services

How and when you can use your bank account to do the following things:

 

 Telephone banking

Internet banking

Mobile banking

Checking the balance

Mon-Fri, 9am - 5pm, (excluding English bank holidays)

Mon-Sun 24/7

No

Accessing a transaction

Mon-Fri, 9am - 5pm, (excluding English bank holidays)

Mon-Sun 24/7

 No

Sending money within the UK

 No

 Mon-Sun 24/7

 No

Setting up a standing order

 No

Mon-Sun 24/7

 No

Sending money outside the UK

 No

 No

 No

Paying in a cheque 

 No

 No

 No

Cancelling a cheque

 No

 Yes

 Yes

Note: This is a list of common actions. It does not represent the full list of those you can take in relation to your account.

 

Information about operational and security incidents.

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

 

In the 3 months between 1 October 2025 to 31 December 2025

In the 12 months between 1 January 2025 and 31 December 2025 

Total number of incidents reported

    0

    0

Incidents affecting telephone banking

 0

 0

Incidents affecting mobile banking

 0

 0

Incidents affecting internet banking

 0

0


Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available below:

 

Number of complaints opened by volume of business

Number of complaints opened by volume of business

 

 

 

 

 

 

Product / service grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main cause of complaints opened

Banking and credit cards

per 1000 accounts

N/A

1060

1049

7.4%

91.8%

90.2%

Issues and concerns surrounding online banking, following the implementation of a new banking platform

Home finance

per 1000 balances outstanding

per 1000 sales

N/A

N/A

N/A

N/A

N/A

N/A

Insurance and pure protection

per 1000 policies in force

per 1000 policies sold

N/A

N/A

N/A

N/A

N/A

N/A

Decumulation and pensions

per 1000 policies in force

per 1000 policies sold

N/A

N/A

N/A

N/A

N/A

N/A

Investments

per 1000 client accounts

per 1000 sales or equivalent transactions

N/A

N/A

N/A

N/A

N/A

N/A

Credit related

(Recommended only) per 1000 accounts / loans

(Recommended only) per 1000 sales

N/A

N/A

N/A

N/A

N/A

N/A

Claims management

per 1000 claims in progress and/or leads generated

N/A

N/A

N/A

N/A

N/A

N/A

N/A

Funeral plans

per 1000 plans in force

per 1000 plans sold

N/A

N/A

N/A

N/A

N/A

N/A

Opening an account FAQ's

We give customers an account number and enable them to start paying into the account:

  • The same day, for 0% of customers;
  • On average, in 24 days; and
  • Within 68 days for 99% of customers.
 

These figures are based on the time taken from our receiving all the information and documents we ask for on the application form, in a case where we don’t need any further information or documents to open the account.

 

 

Once an account is open, we give customers a debit card:

  • Same day, for 0% of customers;
  • On average, in 25 days; and
  • Within 25 days for 99% of customers

Once an account is open, customers have internet banking:

  • The same day, for 38% of customers;
  • On average, in 1 day; and
  • Within 3 days for 99% of customers

 

 
 

We do not currently offer unsecured overdrafts. More information on borrowing is available at Charity Finance Guides | CAF Bank

We replace debit cards:

  • The same day, for 0% of customers;
  • On average, in 13 days; and
  • Within 21 days for 99% of customers.
 

To open any of our accounts, a new customer will need to provide us with the documents and information set out in our application form. We may request additional information or documents in individual cases.

Either download an application form from our website or you can contact us and we'll send you one.

You can open an account online or by post. Postal applications should be sent to:

CAF Bank
25 Kings Hill Avenue
Kings Hill
West Malling

ME19 4JQ

 

You can open an account:

• without visiting a branch – yes
• where a visit to a branch is required, without an appointment – not applicable
• by sending us documents and information electronically – in some cases
• by post - yes

FSCS_Protected Badge-RGB_Portrait_PURPLE-Pos

PROTECTING YOUR MONEY

Your eligible deposits with CAF Bank are protected up to a total of £120,000 by the Financial Services Compensation Scheme, the UK's deposit guarantee scheme.

Your eligible deposits with Shawbrook Bank Limited are protected up to a total of £120,000 by the Financial Services Compensation Scheme, the UK's deposit guarantee scheme. 

Any deposits you hold above the limit are unlikely to be covered.

For more information on the scheme, view the FSCS leaflet or visit the FSCS website.

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).

Shawbrook Bank Limited Registered office Lutea House, Warley Hill Business Park, The Drive, Great Warley, Brentwood, Essex CM13 3BE. Registered in England – Company Number 388466. Shawbrook Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Principality Building Society is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, (FRN 155998). Principality Building Society, Principality Buildings, Queen Street, Cardiff, CF10 1UA.