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13/06/2025

CAF Bank service update

13/06/2025


CAF Bank service update 

This has been a significant week for CAF Bank as we transition to our new online service which will enable us to expand the services and support we provide to customers.

I am very sorry for the disruption some customers have experienced following the launch. 

We are helping as many people as we can to access and use the new service, and I am grateful for those customers who have confirmed that they are online.

Along with the rest of the team, I fully recognise it is critical we resolve any issues as quickly as possible. This week, we brought in and redeployed additional people to significantly increase the number of colleagues available to answer calls and assist customers. I’m sorry we have not been able to speak to everyone and that there have been longer delays than we want at CAF Bank. The call wait times are coming down and I appreciate your ongoing patience.

We have also been making technical updates overnight to the service to fix some of the issues identified. Our technical teams and partners will continue to put in fixes this weekend. We are committed to continuously improving the service.

If you haven’t logged in for the first time yet, please see the section below about where to find your details and how to set your access up. We will continue to update our FAQs with the main questions we’re receiving from customers, and also have videos and a thorough user guide to help with this new service.

Thank you for continuing to bear with us while we make sure everyone is online and work with you on this transition.

Alison Taylor, CEO, CAF Bank and CAF Financial Solutions Ltd

Logging in for the first time?

If you haven’t logged into the online banking service yet, we sent you a text message with your temporary password and an email with your new username. 

Please check your junk email or spam text folder, if you haven’t received your new login details. We are aware that Android phones in particular have classified the text as spam.

When you’re activating your new online banking access, please click on the ‘Activate user access’ link before you enter your username and temporary password. You’ll find this link below the ‘Log in’ button on CAF Bank online.

If you have a smartphone, the HID Approve app offers a secure and flexible way to log in, with the added benefit of keeping text message authentication as a back-up option.


How to log in video

New online banking user guide

Our user guide will help you navigate and make the most of our new online banking service. You’ll find an overview of its many features and step-by-step instructions on how to manage your banking tasks online.

View our user guide

Making payments

Bulk payments

Customers can create bulk payment templates (previously known as 'Group payment templates') in our new online banking service.
We know that some beneficiaries were not automatically transferred to the new service.

These have now been added and should be visible to view in online banking. These beneficiaries can be added to a bulk payment from Tuesday 17 June. 

They will be available to view through 'Manage Beneficiaries' or 'External Payment' before that time, but will not be visible within Bulk Payments until Tuesday.

Make a bulk payment video

Payment references

We have received reports of payment references not being visible on a number of payments. We are investigating this issue. 

We will share a further service update on Monday 16 June, which you'll be able to view here.

Managing statements

You can find your statements in online banking by clicking the main menu, then ‘My Accounts’ to expand the selection, and then choosing ‘Account Statements’. Available statements will be shown on the Account Statements screen, and can be downloaded as a PDF. Account holders can view up to 36 months of statements.

If your ‘historical transactions’ are displayed in a non-date order, you can download these as a CSV file. You can also view and download a list of up to 18 months of historical transactions as a CSV or PDF file. 

If you have opened an account with us since 1 March 2025, statements will be available to view online by Wednesday 25 June. 

 

View our user guide

Update for QuickBooks users

As we communicated to QuickBooks users yesterday, we are working with software partners to urgently fix the issue of accessing CAF Bank accounts from QuickBooks. We are sorry that we cannot currently provide a timeline of when this will be fixed - we are working on this as a priority and will update you when this service is available. 

While we work on a solution, some customers have been able to download a file of transactions to upload into QuickBooks. Please refer to:

  • Section 2 of our new user guide or further information on managing and downloading your statements and transactions in online banking.
  • QuickBooks' help section for information on uploading transactions and file requirements. 

Contact us

If you have any questions or concerns, email us at cafbank@cafonline.org. Alternatively, call 03000 123 456. We’re open Monday to Friday, 9am to 5pm (excluding English bank holidays).

We have been receiving a much higher number of calls this week. We have extra members of our customer service team available. However, there still may be a longer wait than usual if you contact us, so your patience will be appreciated.

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.