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28/05/2025

New online banking service to launch 9 June

28 May 2025


You can start using our new online banking service from Monday 9 June 2025. We need your help to make the move as smooth as possible, by taking the following four recommended actions.

 

Your get ready checklist

 

1. Save our email address – noreply@cafbank.org – in your contacts directory before 3 June, as we’ll send your new username from this address. Taking this action should prevent the username email diverting to your junk mail folder.

2. Dual authorise payments. By 3.00pm, Friday 6 June, make sure all existing payments created in online banking are dual authorised. Otherwise, the created payments will be rejected when we switch over to the new online banking service. 

3. Review your records. We will transfer 18 months of transactions and 36 months of statements to our new online banking service. If you need to save records of additional transactions or statements, please download them by 3.00pm, Friday 6 June.

4. Share this information with your other online users. We have sent them this communication too, but we would appreciate your help drawing their attention to it.

What to expect next

 
  • Tuesday 3 June – New login details sent

    We’ll send you an email with your new username and a text message with a temporary password. Please don’t try to use your new login details until our new online banking service has launched on Monday 9 June.

    Please be aware that the email with your new username will look different to our regular CAF Bank emails.

    If you don’t receive your new login details on 3 June, first check your junk mail folder. Should you need your login details resent to you, please complete this form.
  • Thursday 5 June – User guide and ‘How to’ videos released

    We’ll share with you our updated user guide and a series of videos, showing you how to log into and use our new online banking service.
  • From 3.30pm, Friday 6 June – Online banking unavailable over the weekend

    Online banking services will be unavailable and your existing login details will no longer work, as we prepare to launch our enhanced banking experience.
  • 9.00am, Monday 9 June – New online banking service launches

    Online banking services are restored. You can start using your new login details and the improved online banking features. 

    We expect to receive an increased volume of calls during that week. So we’ll have extra members of our customer service team available to provide help and support if you need it. However, there may still be a longer wait than usual if you contact us, so your patience will be appreciated.

Need our help?

You’ll find up-to-date guidance on the online banking changes here.

If you have any questions, email us at cafbank@cafonline.org. Alternatively, call 03000 123 456. We’re open Monday to Friday, 9am to 5pm (excluding English bank holidays).

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.