Welcome to CAF Bank

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

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25/07/2025

CAF Bank service update

25/07/2025

CAF Bank service update 

   

All of us at CAF Bank are focused on supporting you to navigate the new online banking service and improving the functionality.  

I’m very aware that some of you have been processing payroll this week. I am sorry that making a bulk payment can currently be a complicated and sometimes frustrating experience. Improving this functionality is a priority for us over the coming months. While we work on this, we have a dedicated bulk payment webpage with further guidance and additional, experienced team members answering calls to help.

Your work is central to everything we do at CAF Bank. We are wholly owned by a charity ourselves, and we’re committed to making sure our online banking service works well for you. 

Dina Henry New Headshot

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

Activating users for payments 

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.  

For more information on activating user access, you can watch our video, review the user guide for step-by-step instructions, or check out our FAQs. 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. You can request a new temporary password by completing this form.  

Please also make sure approvers and your approval rules been set up in the approval matrix. 

 

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. Payments are made throughout the day on the new service. However, if accounts are not sufficiently funded, then payments are at risk of being rejected.  

 

Bulk payments

We have a new bulk payments resources page, for those who use these to pay employees, suppliers or multiple other beneficiaries. You will find an overview of each step of the process, with hints and tips and answers to common questions. We understand that the bulk payment process can be complicated, and it is a priority for us to improve this over the coming months.


Standing orders

Following customer feedback, we have rectified the display of standing orders so that you can access all standing orders. Section 5 of the user guide covers how you can manage standing orders including setting up and cancelling. Some historic standing orders cannot be cancelled in online banking, so please contact us if you need support with these. 

Internal transfers 

The maximum amount that can be transferred in one transaction between CAF Bank accounts is £100,000. For instance, this may be from your savings account to your current account.  If you would like to transfer more than this, you can make as many transfers of £100,000 as required. 

When making transfers between CAF Bank accounts for a date in the future, some customers are receiving a warning message which says that "Requested date is not available for this product type".  Please be assured that the forward dated transfer will occur if you press "Continue".  This is an error that we are looking to fix. 

If these transfers are to cover payments that are due, please make sure that these funds are credited to the relevant account by the close of business the night before they are due. 

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.