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, except English bank holidays. They are fully trained in matters of this nature and all calls are recorded. Alternatively, you can email us or send us a message while logged into CAF Bank Online.


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.

Please enter your details below, all fields marked with an asterisk (*) must be completed:

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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.

You will receive our initial response, acknowledging your complaint, within five working days. We will do our best to find a satisfactory solution to the issue straight away. If we can't resolve the problem immediately, then we will write to you. This is to check that we fully understand the problem and to let you know who will be investigating it further.

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