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

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CAF BANK

Help with managing your account

We have collated our FAQ list to guide you with managing your account.

Common questions

Following the launch of our new online banking service, we identified some issues with the Sweeps function. Therefore we had to decide to temporarily suspend all Sweeps facilities and communicated this directly to the customers affected.

We are sorry for the inconvenience this may cause and understand this will result in additional work for some customers to manage their accounts. We are committed to reintroducing a Sweeps facility that will better meet our customers' needs in the future.

Download a new Mandate.

The 'How to complete a mandate' user guide, which sets out the steps you'll need to take to change your signatories.

Send your completed form to:

CAF Bank
25 Kings Hill Avenue
Kings Hill
West Malling
ME19 4JQ

If you need more help, please email us at cafbank@cafonline.org or call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

Download a 'Change of account contact details' form.

Send your completed form to:

CAF Bank
25 Kings Hill Avenue
Kings Hill
West Malling
ME19 4JQ

If you need more help, please email us at cafbank@cafonline.org or call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

CAF Bank does not charge customers to pay in cash up to £2,000 in value in a single calendar month, nor to pay in up to 20 cheques in quantity over a single calendar month. The charges which apply for any cash or cheques paid in over those amounts can be viewed here.

Please note: cash or cheques paid in on the last working day of the month will be included in the next month's allowance.

*Some branches may have cut off times for paying in funds.

Download an 'Account Closure' form.

Send your completed form to:

CAF Bank
25 Kings Hill Avenue
Kings Hill
West Malling
ME19 4JQ

If you need more help, please email us at cafbank@cafonline.org or call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

Download a 'Telephone password instruction' form from CAF Bank Online.

UK banks now use cheque imaging, which allows cheques to clear by 23:59 the next business working day, as long as the cheque has not been returned unpaid.

When depositing cheques at the Post Office, it may take a little longer for the funds to be credited to your account than if you were to deposit them at HSBC or RBS. This is because cheques deposited at the Post Office are sent to either HSBC or RBS, depending on your account with us. Cheques paid in at HSBC/RBS counters will be available the next working day. Cheques paid in at a Post Office counter can take up to 5 working days to be credited.

Cheques paid in after the cut off time will be treated as though it was deposited the following working day.

To set up or amend a Direct Debit, please contact the organisation you want to pay as they will set up or make the changes.

To cancel a Direct Debit, please contact our Customer Service team on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays). You'll also need to inform the organisation you're paying.

If you're a customer based in England or Wales and you use HSBC counters to pay in, your sort code is 40-52-40.

If you're a customer based in Scotland and you use Royal Bank of Scotland (RBS) counters to pay in, your sort code is 83-91-46.

You'll need to provide the sender with your IBAN, which can be found in the top right corner of your bank statement, and the swift code(s). Both the Correspondent and Beneficiary Bank swift codes can be found on the ‘Receiving money from outside the UK’ form.

You can download a ‘Receiving money from outside the UK’ form provide the sender with the payment information they need so the payment can reach your account.

If you need more help, please email us at cafbank@cafonline.org or call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

Complete an 'International Cheque Clearing' form to use this service.

Send your completed form to:

CAF Bank
25 Kings Hill Avenue
Kings Hill
West Malling
ME19 4JQ

You’ll need to complete an 'International Cheque Clearing Deposit' form each time you pay different currency cheques. Send your form along with the cheques to the above address.

It can take up to eight weeks to receive payment from an international cheque. The time this takes will depend on the issuing bank.

For details of our International Cheque Clearing charges, please refer to our Tariff of Charges.

We are unable to accept cheques written in euros.

We'll send a letter to you explaining why the cheque has been returned unpaid, together with an image of the cheque.

You'll need to contact the person who gave you the cheque, to either request a new one or arrange an alternative method of payment.

Unpaid cheques may incur a fee. Please refer to our Tariff for more information.

Please call our Customer Service team on 03000 123 456 (Monday to Friday, 9am - 5pm, except English bank holidays) so that the card can be cancelled.

Please securely destroy the card by cutting it into several pieces, including through the card CHIP.

Bank account balances are not available to any cardholder at ATMs. You can obtain your account bank balance online by logging in to CAF Bank Online.

Accounts shouldn't go overdrawn. If an account does go overdrawn, it may be subject to debit interest. Secured overdrafts above £50,000 will be considered by arrangement.

Our privacy notice provides you with all information relating to your personal data.

If the information you are looking for is not outlined within the privacy notice, or you have a question, you can contact our Data Protection Officer.

Write to us at:
DPO
Charities Aid Foundation
25 Kings Hill Avenue
West Malling
Kent
ME19 4JQ

Email to:
DPO@cafonline.org

To send a Payment to a bank account outside the UK, either in sterling or foreign currency, you'll need to complete a 'Sending a Payment outside the UK' form. You can also request a form by emailing us at cafbank@cafonline.org.

To avoid delays, please complete the form in line with Convera’s Payment Formatting Guide, which provides detailed instructions to ensure smooth processing of requests. The key points to note are:

Mandatory Information: Every payment must include the full beneficiary name, beneficiary bank name, and account number.

Currency-Specific Requirements: Different currencies and countries may have unique formatting needs. For example:

• Euro (EUR): EUR payments, within the EU, EEA, and where the beneficiary bank country maintains the EUR as their official currency, require an IBAN and BIC/SWIFT.
• US Dollar (USD): Cross-border wires require an 8- or 11-character Beneficiary Bank BIC/SWIFT code.
• British Pound (GBP): Needs a 22-character IBAN and an 8- or 11-character Beneficiary Bank BIC/SWIFT code.

Currency and Country Codes: Defined by ISO 4217 (e.g., USD, EUR, JPY) and ISO 3166 two-letter codes (e.g., US, NP, AU).

Amounts: Expressed as integers in minor currency units (e.g., cents), as specified in ISO 4217.

Purpose of Payment: Certain countries mandate specifying the payment's purpose, sometimes using standardised codes.

Beneficiary Details: Full beneficiary addresses, including street address, city, province, and postal code, are often required. PO Boxes are generally not accepted.

For details of our International Payment charges, please refer to the CAF Bank Tariff. Total fees can vary as intermediary or recipient bank fees might affect the final payment amount received by the beneficiary.

You can download a ‘Sanctions exposure questionnaire’ form to outline the nature and extent of your organisation’s activities in sanctioned countries or with sanctioned individuals.

Send your completed form to:

CAF Bank
25 Kings Hill Avenue
Kings Hill
West Malling
ME19 4JQ

Or you can email your completed form to us at CAFBankKYC@cafonline.org.

If you need more help, please email us at cafbank@cafonline.org or call us on 03000 123 456 (Monday to Friday 9am - 5pm, except English bank holidays).

You will find here various forms you may need to manage your account, make changes to your banking details or to request services.

Explore other help topics

Opening an account We're here to help guide you through the process.

Products and services We're here to help you with all your banking queries.

Staying secure We're here to help make sure your finances are kept safe and secure.

Online banking We're here to help you with any online banking queries. View our help centre for online banking guidance.

Making a complaint We hope you’ll never need to complain but if you have a problem please let us know.

Further questions? Give us a call

Our expert team is here to help with any questions you have about your organisation's banking. Phone 03000 123 456 (Monday to Friday, 9am-5pm, except English bank holiday)

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.