Complaints procedure for CAF Bank customers

If you have a complaint please fill in the form below or call our customer services team on 03000 123 456 between 9am and 5pm Monday to Friday, except English bank holidays. They are fully trained in matters of this nature and all calls are recorded. Alternatively, you can email us or send us a message while logged into CAF Bank Online.

• CAF Bank complaints procedure leaflet

Please be reassured that 'the CAF Group' will not share your information with any outside organisation, except as part of providing a product or service, or when legally obliged to do so. By submitting your enquiry, please note that you are accepting the terms and conditions of CAF’s privacy policy.

Alternatively you can write to us at: CAF Bank Ltd, 25 Kings Hill Avenue, Kings Hill, West Malling, Kent ME19 4JQ.

We will make every effort to resolve your concerns internally and promptly. We aim to send a final response to all payment service complaints within a time period of 15 business days. Exceptional circumstances beyond our control means we may take up to 35 business days. Complaints that are not about a payment service will be responded to within eight weeks.

If you are not satisfied with our final response or if eight weeks have passed since you first raised your complaint with us, you may have the right to refer your complaint to the Financial Ombudsman Service.

If you are eligible to use the Financial Ombudsman Service, we will send you a leaflet providing details about it when we deal with your complaint. You can also find more information at www.financial-ombudsman.org.uk