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. They are fully trained in matters of this nature and all calls are recorded.

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.

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Alternatively you can write to us at: CAF Bank Ltd, 25 Kings Hill Avenue,

Kings Hill, West Malling, Kent ME19 4JQ.

If we cannot solve your problem immediately we will write to you to ensure that we have fully understood your complaint and to advise you who will be investigating it further. This person will normally be someone who was not involved in the matter about which you have complained.

We hope to be able to deal with most complaints within four weeks. Where we are unable to do so, we will write to you at the end of four weeks and advise you when we hope to be able to contact you further. If you are dissatisfied with our response, or we have taken more than eight weeks to send you one, you may be entitled to refer your complaint to the Financial Ombudsman Service.

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