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11/07/2025

CAF Bank service update

11/07/2025

CAF Bank service update

All of us at CAF Bank are focused on improving the functionality of our new online service and making sure we respond to customer queries. This has been a significant change, and we appreciate that some aspects are not functioning as they should, and some tasks can be more complicated than they should be.

We have put further fixes in place this week which should address some of the problems. These include improving the functionality on entering one-time passcodes (OTPs), aligning cut-off times for bulk payments to other online payments and increased ability for customers to cancel payment and release locked funds.

I am sorry for the disruption and stress that the new service has caused for some of you.

Customers who call us will speak to either a member of CAF or CAF Bank Customer Services, depending on their query. The average wait times on calls are coming down to under an hour. But this is still longer than it should be, and we are doing everything we can to reduce the wait. Thank you for your ongoing patience.

There are some tasks that you can carry out on the new service without calling us, including cancelling Direct Debits or standing orders, or managing cheques. Our user guide explains this process. Our resources page continues to be updated regularly and has answers to common customer questions.

I appreciate how critical it is that we resolve issues to ensure the new service works well for all our customers and we are fully committed to making sure this happens.

Dina Henry, Chief Operating Officer, CAF Bank

Logging in for the first time?

If you have not yet logged in, you can activate your new online banking access by navigating to CAF Bank online. Click on the ‘Activate user access’ link, below the ‘Log in’ button, before entering the username we emailed to you and the temporary password sent by text message. For help finding your login details, please read our FAQs.

If you have a smartphone, we recommend using the HID Approve app as a secure and flexible way to log in and authorise payments. The app works if you don't have internet access or a strong mobile signal. Once installed, you'll receive one-time passcodes directly in the app - or by text message if needed.

Making payments

Check you have sufficient funds

Please make sure that there are enough funds available in your CAF Cash Account to make payments that are due the following day.

Payment cut-off times

Payments, including bulk payments, need to be fully authorised by 4pm on the working day which they are to be paid - in line with other online payment cut-off times. These payments will credit the beneficiary’s account by close of business on the following working day. There is no longer a 1pm deadline for bulk payments, which was a temporary measure.

Bulk payments

Please check our FAQs for further information on making bulk payments including removing and adding beneficiaries, and default payment amounts.

User role and permissions

All payments require dual authorisation (by a creator and at least one approver) on the new service. For more information on managing online user access, please see Section 3 of our user guide.

We also recommend you watch our Approval Matrix video, a feature which gives you control over who can approve payments, for which accounts and their transaction authorisation limits.

Removing someone from the approval matrix will remove their ability to authorise payments and remove their receipt of text alerts.

Direct Debits

We are working to improve the issues around Direct Debit mandates affecting some customers as quickly as possible.

Cancelling recurring payments or ordering cheque and paying-in books

Our new user guide explains how customers can manage their account including cancel a Direct Debit (pg. 122), cancel a standing order (pg. 111) and order a paying- in or cheque book (pg. 161).

Statements and transactions

We’re aware that there is an issue for several customers with how statements are showing the running balance when interest is credited. Please be assured this is a display issue only, and your balances are correct. We’re working on a fix to make sure these are displayed correctly.

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.