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
12/06/2025

CAF Bank service update

12/06/2025


CAF Bank service update 

CAF Bank’s phone lines and online service remain very busy. We have more teams answering calls and helping customers accessing the new online service for the first time. While there have still been some delays, the wait times are coming down and I am committed to reducing these further in the coming days. One of the things that is special about CAF Bank is our telephone service, which we know customers value. I am sorry we have not been able to speak to everyone and appreciate your ongoing patience.

Please do see the FAQs that we have been updating with the main issues we’re hearing from customers about the service. One of these is around statements. Our user guide (Section 2) has further information on how to manage statements in online banking. However, if you opened an account on or after 1 March 2025, statements will be available to view online in the next two weeks. For those who are finding that ‘historical transactions’ are in not in date order, you can download these as an excel file – and the guide outlines this process.

For QuickBooks users, we are aware that CAF Bank is not appearing on the list to connect to. We are investigating why this has happened and working with software partners on a solution. Please check back here tomorrow for an update on this.

This has been a significant tech upgrade for CAF Bank – I am sorry this has been a disruptive process. We know that customers want a more modern online banking experience, and we believe the new system will deliver this for you in time. Thank you for continuing to bear with us while we get this right.

Dina Henry, Chief Operating Officer, CAF Bank

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.