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
26/06/2025

CAF Bank service update

26/06/2025


CAF Bank service update 

We’re very aware there are additional stresses for customers who need to process payroll on the new service for the first time and trying to support you through this process. For help with setting up bulk payments, please see our video and Section 7 of the user guide. If you are having challenges managing your payroll, please call us on 03000 123 456 and select option 4 and we have a specialist team to help.

Please note that during this busy time, bulk payment requests need to be fully authorised before 1pm on the working day they are to be paid.

While we have significantly increased the number of customer support staff, we fully appreciate that more support is still needed. We’ve arranged for further temporary staff to join us, and we will train them quickly so that our call wait times and email response times get back to the level of service you expect and deserve. 

Most customers have activated their online banking access, but if you haven’t, you can activate your new online banking access by clicking on the ‘Activate user access’ link, below the ‘Log in’ button, before entering the username emailed to you and temporary password sent by text message. For help finding your login details, please read our FAQs.

Unfortunately, there have been several issues with one-time passcodes (OTPs) and our service provider had an outage on Wednesday morning. We appreciate this can be very frustrating and we’re urgently trying to rectify this. 

Some users have also said that OTPs are not recognised when delivered. We believe this error can occur when the box is clicked into before the OTP arrives and as a result the “continue” box never changes. Normally a “cancel” will reset, but there is a limit on unsuccessful OTPs that result in the account being locked. While we test this to get to the root cause, please let the passcode arrive first before clicking into the box.    

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.