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

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01/08/2025

CAF Bank service update

01/08/2025

CAF Bank service update 

I want to thank you for working with us on the transition to our new online banking service. I am sorry that it has been a disruptive time for many of you, and we appreciate you bearing with us. We’re committed to fixing issues at pace, prioritising those that are affecting customers the most. 

This week, our average call wait times have significantly reduced and we’re almost back to our usual level. We remain focused on supporting you and improving the functionality of the new service. I can assure you that we plan to continuously improve the service over the coming weeks and months so that it’s more straightforward to use. 

These regular updates will now be sent every two weeks, and we’ll continue to keep you informed on our website or contact you directly if we need to.

Dina Henry New Headshot

Dina Henry

Chief Operating Officer, CAF Bank

Activating users

All external payments on online banking must have dual authorisation by the creator and at least one other approver. Please make sure payment approvers for your organisation have access to online banking and that approvers and your approval rules have been set up in the approval matrix. 

When logging in for the first time, make sure to click on the ‘Activate user access’ link, below the ‘Log in’ button, before entering the username we emailed to you and a temporary password sent by text message. 

If you have not logged on yet, your original password sent by text may have expired. You can request a new temporary password by completing this form.

Making payments

Funding your account

Payments are made throughout the day on the new service. Please note that payments are likely to be rejected if there isn’t enough money in the account. You can call us if you need support with this.

Bulk payments

Our resources page provides information about each step to help you complete a bulk payment. We understand that the current process can be complicated, and it is a priority for us to improve this over the coming months.

Updated user guide and FAQs

We have updated our user guide based on feedback, with an overview of the features of our online banking service and step-by-step instructions on how to manage your banking tasks. We also continue to update our FAQs with answers to the most common queries. 

Managing statements and transactions

For more information on viewing and managing your statements and transactions, please see Section 2 of our user guide and FAQs. 

On the new service, you can search for and download up to 31 days of transactions at a time. We are exploring whether this date range can be extended and will update you if this changes.

Our contact details

If you have any questions or concerns, please use our contact form. You can also call 03000 123 456. We’re open Monday to Friday, 9am to 5pm (excluding English bank holidays).

We are continuing to receive a high number of calls. While we have more CAF staff answering calls and wait times are reducing, there still may be a longer wait than usual if you call us. We appreciate your ongoing patience.

If you are having challenges managing your payroll, please select option 4 when calling us to direct you to a specialist team to help.

Thank you for banking with us.

CAF Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 204451).

CAF Bank Limited Registered office is 25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4JQ. Registered in England and Wales under number 1837656.