Help and support

We aim to provide you with outstanding service and simple, straightforward day-to-day banking. If something goes wrong, we want you to let us know so that we can fix it and make improvements.

You can get in touch by completing our online form, emailing us at cafbank@cafonline.org or by calling our us on 03000 123 456 (Monday to Friday, 9am-5pm, except English bank holidays).
 
Or you can write to us at:

CAF Bank Ltd,
25 Kings Hill Avenue,
Kings Hill,
West Malling,
Kent ME19 4JQ

What we’ll do

We’ll record your complaint and try to resolve it as quickly as possible. If we can resolve your complaint within 3 working days, we’ll send you confirmation and let you know about the Financial Ombudsman Service.

We may need more time if your complaint needs further investigation. If this is the case, we’ll write and acknowledge your complaint, check that we understand your concerns and confirm the next steps within five working days. We’ll keep you updated of our progress throughout our investigation.

We aim to resolve most complaints within four weeks. Once we’ve completed a thorough investigation, we’ll send you our final response outlining the details of our investigation, how we’ve reached our decision and what we’ll do to resolve the issue. We’ll also include details of the Financial Ombudsman Service.

There may be times when our investigation will take longer than 4 weeks. If this happens, we'll update you in writing and let you know our progress.If you don’t agree with our response, or we've taken more than eight weeks to send you one, you may be entitled to refer your complaint to the Financial Ombudsman Service.

You can find details of how to get in touch with the Financial Ombudsman Service in the leaflet we send you when responding to your complaint. You can also find more information on the Financial Ombudsman Service website.

We aim to provide you with outstanding service and simple, straightforward day-to-day banking. Please get in touch if you have feedback that can help us improve your experience.

You can send us feedback at any time by emailing us at cafbank@cafonline.org or by calling us on 03000 123 456 (9am – 5pm, Monday to Friday, except English bank holidays).