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CAF Bank: Current Account reviews

Name: Current Account
Rating: 2.68 (59 reviews)

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1.88

Based on 59 reviews, last reviewed 29th Sep 2025

No new 5 star reviews

in the past 90 days

80% decrease in 1 star reviews

in the past 90 days

37%

2 star

56%

Latest highest rating:

5

CAF Bank a pleasure to work with! A collaborative bank that has its clients interests at the centre of all they do; they have been hugely supportive of our small business Reviewed on: 20th February 2024

Latest lowest rating:

1

The upgrade to CAF Bank online banking is a disaster The recent “upgrade” to CAF Bank’s online banking system has been a disaster. Three months on, the system still doesn’t work. Despite receiving a user... Read more Reviewed on: 29th September 2025

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About this product

CAF Bank is a subsidiary of the Charities Aid Foundation, providing banking services for charities and the not-for-profit sector. Its Current Account pays interest on your daily credit balances and has online banking services. Account holders are provided with a business card with the conveniences of a usual debit card.

Finding the right bank account to handle your charity’s finances is important. Reading genuine customer reviews is one of the best ways to gain valuable insight into an account and provider. We collect CAF Bank Current Account reviews to help make your decision easier.

CAF Bank claims to provide banking services for not-for-profits at the lowest cost possible. Find out if customers agree with this claim by reading our reviews. Learn how satisfied account holders have been with the account and the service they’ve received from CAF Bank. Find out more about the online banking service and how useful it is for charities. Read about the payment processes to decide if the account is right for your needs. Make an informed decision when opening a new account by reading our CAF Bank Current Account reviews.

If you have a current account with CAF Bank, share your experience with others by writing a review. Why did you choose CAF Bank and how satisfied have you been with the account? What are the main pros and cons you’ve experienced? Have you ever encountered any issues with the account, and if so, how well did the provider resolve them? Have you been satisfied with the fees associated with the account? Would you recommend the account to other charities? Whether good or bad, write a CAF Bank Current Account review today. Together, we can help people like you make better financial decisions.

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CAF Bank Current Account reviews (59)

The upgrade to CAF Bank online banking is a disaster

The recent “upgrade” to CAF Bank’s online banking system has been a disaster. Three months on, the system still doesn’t work. Despite receiving a username and temporary password, I cannot access the service because the OTP never arrives. Trying to get help is impossible. Calls are met with the same recorded message about “high call volumes” and endless wait times. There is no real support, no resolution, and no accountability. This has been the worst banking experience I have ever had. We are now looking to move to another provider. Reviewed on: 29th September 2025

New online banking is very poor

The new IT implemented about 5 weeks ago is still causing massive issues for us, payroll was a disaster, (building society account references didn’t transfer) and caused huge stress for my team. Long wait times to get through on the phone are wasting valuable hours when we should be using that time to support the work of our charity. I would avoid CAF until they get their act together. Reviewed on: 18th July 2025

Reply from CAF Bank Thank you for making us aware of the challenges you've been facing with the new service and when trying to contact our support team. While we have increased the number of colleagues available to support customers and call wait times have fallen, we appreciate this has been a frustrating experience for some customers. If you would like for our team to contact you directly, please email [email protected] with your contact details and the name of the charity you represent. They will be happy to speak with you and discuss any ongoing issues. Please accept our apologies for the inconvenience. Supporting charities is at the heart of everything we do at CAF Bank - please be assured that we are continuing to take the steps necessary to resolve any outstanding issues and to make this right for our customers. Response date: 18th July 2025

Like many others ,the new system appears to be a dis...

Like many others ,the new system appears to be a disaster. Having not received the original email although the primary contact for a charity I have lost count of the number of wasted telephone calls. Eventually I got through on Friday afternoon late, explained my issue was advised it would require another department to contact me on Monday. Needless to say I waited in all day and no call. John Reviewed on: 24th June 2025

Disastrous online banking upgrade and response effort

I see that CAF bank can respond to comments left here, but when it comes to having customer service operatives in place to deal with the unmitigated disaster of the replacement banking system for its online service then for 15 days or more nothing just an automated voice saying call back we are very busy. Before the rollout the bank was living in the noughties with its clunky system and now it has kept that going when they introduced a new online banking service that must be one of the worst if not the worst planned and risk tested tech rollouts in banking history Their reaction to that has been so lame it makes me wonder if there is any one there who knows what to do. They should call in an outside company to sort this out because clearly having thought the rollout plan was good to go they are not the people who should be rectifying this mess of a god awful s-show. Reviewed on: 23rd June 2025

This new platform is totally useless.

This new platform is totally useless. Slow. Unclear. The joining up of all our account groups - three legal entities - is unsafe ! Please go back to the old system. It worked and was lovely to use Reviewed on: 22nd June 2025

CAF Bank’s new online system is just useless and a s...

CAF Bank’s new online system is just useless and a step back in terms of e.g. account information available to customers. Account information is present as a single column of figures with debit figures shown as minuses, instead of the usual two-column set-up. Beneficiary reference info. Has been wiped, as have future-dated payments set-up prior to the transition, potentially endangering financial arrangements. Audit trails have been compromised on transition. This all before our year-end on 31 August. AND EVERY TIME I DO ANYTHING I RECEIVE A TEXT MESSAGE INFORMING ME OF WHAT I HAVE DONE! Did anyone test-drive this system before roll-out? Whatever CAF paid the developer it was too much! Reviewed on: 17th June 2025

Reply from CAF Bank Thank-you for raising the problems you have experienced with our new service, Julian. We appreciate that this has not been an easy transition for some our customers, and we are working to fix any ongoing issues. We are sorry for the inconvenience and frustration you have experienced. If you would like to speak with a member of team, please email your contact details and the name of the charity you represent to [email protected]. A member of our team will be pleased to contact you directly. Thank-you for bearing with us while we work to make this right. Response date: 18th June 2025

Oh Dear! New online banking not working

I can't access their new online banking system, as the new PW has not been sent to my mobile. So we can't pay anyone. I suppose we could go back to writing cheques. When I called their helpline about this I was told I was 119th in the queue. Reviewed on: 13th June 2025

Reply from CAF Bank Hi Richard - we’re sorry for the inconvenience and frustration this has caused. We recognise that the transition to the new service has not been an easy process and that our phone lines have also been significantly busier than usual – we now have additional colleagues working on calls. A step-by-step guide and support on how to activate your access to the new service can be found from page 5 of our Online Banking User Guide, which can be found here: https://www.cafonline.org/docs/default-source/charity-finance-and-fundraising/cafbank_userguide_web_060625_spm-15860.pdf Advice on accessing your temporary password can be found on our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs If that does not solve the problem, you can request for login details to be resent to you by completing this form: https://www.cafonline.org/banklogindetails If you are still have problems accessing the service and would like someone from our team to contact you directly, please email [email protected] with your name, the charity you represent, and a direct phone number. They will be happy to call and help you access the service. Thank-you for bearing with us while we make this right. Response date: 16th June 2025

TOTAL UNMITTIGATED DISASTER

Their 'upgrade' of their online banking portal has been an absolute disaster. Completely unable to reach them all week on the phone. Rand at 9am on the dot this morning - position 138 in the queue. We have been left unable to access funds and pay people accordingly. Totally unacceptable. Users now not recognized when trying to log in and no help. Borderline criminal leaving organizations unable to access funds. Reviewed on: 13th June 2025

Reply from CAF Bank Thank-you for making us aware of the problems you have faced in using the new service and in reaching our support team. We are sorry for the inconvenience and frustration this has caused. If you would like to for a team member to contact you directly, please email [email protected] with your name, the charity you represent, and a direct phone number. They will be pleased to help resolve any ongoing issues. We appreciate your beating with us while we work to make this right. Response date: 16th June 2025

Absolute car crash.

Absolute car crash. 5 days since launch and I still cannot login to online banking. Phone support impossible to access. At 9am this morning I was 81 in the queue!! Reviewed on: 13th June 2025

Reply from CAF Bank We’re very sorry to hear of your experience using the new service, Barbara. We fully appreciate that the transition to the new service has not been an easy process and that our phone lines have also been busier than usual – and we now have additional colleagues working on call to help address this situation. Should you still be in need of support in accessing the service, a member of our team would be pleased to contact you directly - please email [email protected] with your name, the charity you represent, and a direct phone number and they will be in touch. Thank-you for bearing with us. We will make this right. Response date: 16th June 2025

Abysmal customer service

I agree with other reviewers who report that the new online system is a complete shambles and a disgrace. I disagree with those who say that the service previously was ok. Routine changes of bank mandate, signatories, etc were always shambolic and meant waiting weeks to go through hoops and replacing documents the bank could never find. Simply awful people to work with. Reviewed on: 10th June 2025

Reply from CAF Bank Thank-you for sharing your experience of using the new service, Morris. We recognise that the transition to the new service has not been an easy – and we are sorry for any inconvenience this has caused. If you are having any problems with the new service and would like for someone from our team to contact you directly, please email [email protected] with your name, the charity you represent, and a direct number. They will be pleased to help resolve any issues. Response date: 11th June 2025

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