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

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05/09/2025

CAF Bank service update

05/09/2025

CAF Bank service update 

Our ongoing aim is to support you with your banking, so you can focus on the vital work you carry out. Call wait times for help from our team remain low and millions of pounds are transferred each working day to support the crucial work of organisations like yours.

Guided by your feedback, one of our recent enhancements is the removal of the wait time when adding new beneficiaries to bulk payment templates, beneficiaries can now be added immediately upon creation. We're committed to making further improvements to deliver an even better experience.

These service updates will now be sent once a month. We’ll continue to inform you of any changes to our services and keep our resources page, FAQs and user guide updated with relevant information. 

Activating access to online banking

When logging in for the first time, please make sure to click on the ‘Activate user access’ link, below the ‘Login’ button, before entering the username we emailed to you and a temporary password sent by text message. After receiving a temporary password, you will have 30 days to activate your login. If needed, you can request a new temporary password or have your username resent by completing this form. 

Our guide explains the two ways that you can authenticate your login credentials. For further help, read our FAQs on logging in to online banking.

Approving payments

All external payments require dual authorisation by the payment creator and at least one other approver.

The Approval Matrix allows you to set the required number of approvers and to identify those people who can authorise a payment after it’s created. You can choose to set this by account, payment amount, daily or weekly totals, if you so wish. When new online users are added, or users deleted, the Approval Matrix should be updated.

In all cases, the number of required authorisers set is in addition to payment creation, whether the payment request is submitted by a creator, authoriser or administrator. For instance, if two authorisers are set up in the Approval Matrix to approve payments of any criteria, three online users’ approvals will be needed overall.

 

Making bulk payments 

We have removed the wait time for adding new beneficiaries to bulk payment templates. New beneficiaries can now be added immediately upon creation.    

While we continue to improve the bulk payment process, our resources page provides an overview of each step of the bulk payments process for paying employees, suppliers or multiple other beneficiaries. If you have a large amount of payments to make, our Bacs service provides an alternative option for you.

Making bulk payments

Payment cut-off times

Following customer feedback, we’ve updated our payment cut-off times to make it clearer when each electronic payment is processed. You can view the updated cut-off times here. 

  

How to update your personal details 

You can check and update the personal details you have registered for online banking, within the ‘Profile Settings’ screen.

In online banking, click on the ‘Profile Icon’ in the top right corner of the screen and select ‘Profile Settings’. From here you will be able to view and edit your personal details, including your phone number, email address, postal address, username and password.

If you change your phone number, registering a UK mobile number (country prefix: +44) with us will help to prevent potential restrictions on your use of our services. 

If you are the Account Contact, you will need to complete a Change of Contact Details Form and must provide a UK phone number. 

Updated user guide and FAQs

Guided by your enquiries, we continue to review and update our FAQs and our user guide to provide answers to the questions most frequently raised with our team. Please make sure you are viewing the latest version of the user guide, which you’ll find on our website. The publication date is displayed on the front page.

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).

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.