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04/06/2025

New online banking service launches 9 June

4 June 2025


We’re almost there – there’s only 5 days to go until our new online banking service launches on Monday 9 June.

 

Your new login details

By Friday 6 June, you should have received your new online banking login details. We are sending you a text message with your temporary password and an email with your new username. 

Please don’t try to use your new login details until our new online banking service has launched on Monday 9 June.

If you haven’t received your log in details, check your junk mail folder. You can request your login details to be resent to you, by completing this form.

Please save our email address – noreply@cafbank.org – in your contacts directory. Taking this action should prevent our system-generated emails diverting to your junk mail folder.

Your Get Ready Checklist

Here’s a reminder of the remaining actions we recommend you take, to make the move as smooth as possible.

By 3.00pm, Friday 6 June:

1. Dual authorise payments. Make sure all existing payments created in online banking are dual authorised. Otherwise, the created payments will be rejected during the transfer to the new online banking service.

When you log in to the new online banking service, you will be able to view which payments have been successfully completed.

2. 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.

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

From Friday 6 June:

4. Take a look at our user guide and videos, which you can view here from Friday 6 June. These will show you how to log in to and use the many features of our new online banking service.

What to expect next


  • From 3.30pm, Friday 6 June: Online banking will be 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. We’ll have extra members of our customer service team available to provide help and support if you need it. However, there still may be a longer wait than usual if you contact us, so your patience will be appreciated.

  • Monday 23 – Wednesday 25 June: We will send you an additional statement, detailing any transactions on your account(s) up to Friday 6 June, by your usual method of receipt – email or post.

Need our help?

From Friday 6 June, you can view here an updated user guide and series of short videos, explaining how to log in to our new online banking service and use its many features.

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.