The laughably touted banking portal 'upgrade' happened in early June 2025 and still today, almost 10 months later, the serious flaws in this totally inadequate system have not been fixed. Basic, funda... Ver mais
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PLEASE, please sort out the beneficiary search function. It doesn't work most of the time, and then you have to scroll manually through a list of hundreds of beneficiaries which aren't listed in alpha... Ver mais
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log in code arrived 8hours after request! called the main helpline half an hour on hold, eventually getting to position 1 in the queue only to have the call cut off. So business as usual at CAF... Ver mais
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Diabolical. The new portal was a disgrace. Customer service non existent. Have requested a bulk payment was deleted for almost a year and the bank unable to do so despite constant promises that it was... Ver mais
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Informações sobre a empresa
Escrito pela empresa
We are a leading charity and bank seeking to connect vital organisations, institutions and individuals working to ensure everyone has a stake in the future. We exist to accelerate progress in society towards a fair and sustainable future for all. For over 95 years, we’ve acted as a meeting point for companies, private philanthropists, fellow foundations, governments, charities and not-for-profit enterprises. Our independence, expertise and international reach enable hundreds of millions of pounds each year to move across sectors and borders and arrive safely with thousands of charities to make a greater impact.
Informações de contacto
25 Kings Hill Avenue, ME19 4TA, Reino Unido
- 03000 123 000
- www.cafonline.org
1,3
Muito mau
154 opiniões
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approval matrix
approval matrix! What is that? you will find out because you will have to set up yourself and they won't even let you know that you have to.
changing ASAP.
15 de maio de 2026
Opinião espontânea
Poderá usar IA para responderLer mais
Na Trustpilot, focamo-nos em conteúdo criado por pessoas reais. Ainda assim, esta empresa pode usar a nossa ferramenta de respostas assistida por IA, para ajudá-los a redigir respostas.
The banking app is really clunky and…
The banking app is really clunky and very difficult to navigate. So old fashioned.
14 de maio de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Thank you for sharing your thoughts regarding our online service, Barry.
Guided by conversations with our customers, we are continuing to update the service and enhance usability.
Should you require any assistance, our Customer Support Team will be pleased to help: cafbank@cafonline.org / 03000 123 456.
log in code arrived 8hours after…
log in code arrived 8hours after request!
called the main helpline half an hour on hold, eventually getting to position 1 in the queue only to have the call cut off.
So business as usual at CAF Bank.
9 de abril de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Hi Ben,
Thank you for raising this with us. We are sorry for the inconvenience you experienced. Please do send us your contact details and we can get in touch with you directly to understand more about what has happened. Unfortunately, the delivery of one-time passcodes depends on the availability of the network carrier. You may find the HID approve app is more consistent for authentication, and there is more information on this on our website: https://www.cafonline.org/home/caf-bank/current-account/online-banking/making-authentication-easier
Thank you,
CAF Bank
PLEASE please sort out the beneficiary search function
PLEASE, please sort out the beneficiary search function. It doesn't work most of the time, and then you have to scroll manually through a list of hundreds of beneficiaries which aren't listed in alphabetical order, with no way to sort them. And then when you do eventually find a beneficiary to update their bank details, you discover you can't. So you have to go through the whole search palaver again to delete them and add a new beneficiary. The system is so clunky and frustrating, even so many months after the "upgrade". I dread doing the weekly payments.
9 de abril de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Thank you for sharing your experience with us, Belinda. We are very sorry for the inconvenience this has caused.
Our team is ready to help and we have requested further information from you via Trustpilot's Request Information feature.
If you would like to speak with them, please provide us with your full name, contact details, and the name of the charity you represent. A member of the team will be pleased to contact you directly.
Diabolical
Diabolical. The new portal was a disgrace. Customer service non existent. Have requested a bulk payment was deleted for almost a year and the bank unable to do so despite constant promises that it was being resolved. As a result almost 30 THOUSAND POUNDS left our charity account without authorisation. Your funding is not safe and they should not be regulated. The response, to contact everyone who received payment and ask for it back. Incompetent, dangerous banking. Do not consider opening an account with them unless you are happy to have no control over your own banking and are happy to use funding to pay staff to constantly contact CAFBANK rather than make a difference to the community.
7 de abril de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Thank you for raising this with us, Julia. We are very sorry for the disruption and inconvenience caused while we work to resolve your enquiry.
We also appreciate your taking the time to speak with our Customer Support Team. Should you require any further assistance, we will ensure that a member of the team contacts you directly as soon as possible.
Basic admin unimpressive
I went to put money on my CAF account. At which point I discovered that they had suspended the account because I had not used it recently. Fair enough. But, I asked, would it not be more sensible to send an email to the customer telling them that their account is about to be disabled, rather than waiting for them to try and transact and hit a problem. Apparently that would be too difficult or too much work - so the computer can be programmed to suspend my account but not to send out an email! I don't think I will be adding any money to my account
2 de abril de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Thank you for taking the time to raise this with us, Philip. We appreciate your feedback and are very sorry for the inconvenience caused.
We understand that you have spoken with a colleague from our Customer Support Team regarding this matter. Should you require further assistance, we will ensure that a member of the team contacts you directly as soon as possible.
Truly abysmal customer service
Truly abysmal customer service. I can only guess that there is only 1 person staffing the line at any one point. I was number 1 in a queue for over 30 minutes. I have waited for a call back before but always took ages. Theoretically, CAF is a great idea. Practically - dreadful. And that is before we even get onto the disaster that was the tech update.
31 de março de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
We’re very sorry that it took longer than we’d like for you to speak with us today, Mike.
Unfortunately, our team were experiencing a high-volume of calls when you rang. Average wait time this month has been seven minutes, and we are working to reduce this further.
We appreciate you sharing your experience with us and apologise for the inconvenience caused.
It is hard to think of anything about…
It is hard to think of anything about CAF that isn't a disaster. The online portal makes online banking so much harder than it needs to be. The recent upgrade was anything but. There are only about two people in the customer service team who seem to have any idea what's going on. I struggle to understand how they are still in business. I would strongly advise anyone thinking about opening an account with CAF to think again. Banking with CAF is probably the worst decision our charity ever made. Trying to extract yourself from one bank in order to move to another is more complicated than you think (and I expect CAF trade on this sadly). But, move we will and I can't wait to bank with a company which has systems that are fit for purpose and staff who are properly trained.
26 de março de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Thank you for sharing your experience of our service. We're very sorry to hear about the challenges you've experienced and appreciate your feedback.
Everything we do at CAF Bank is designed to help you help those in need. Guided by our customers, we are continuing to enhance the service, including streamlined bulk payments, improved beneficiary searches, and better transaction visibility.
Should you require any assistance, our Customer Support Team would be pleased to support you. We have requested further information from you via Trustpilot's Request Information feature. If you would like to speak with them, please provide us with your full name, contact details, and the name of the charity you represent. A member of the team will be pleased to contact you directly.
Trying to set up new account
Trying to set up new account. Was sent full details of how to login for the first time. Didn't work. And of course help desk goes home at 5pm will try to call tomorrow but seeing the reviews here I don't hold out much help. Ombudsman next call.
Now expecting the standard cut and past answer from CAF.
25 de março de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Hi Paul,
We are sorry you experienced issues logging in for the first time. Our Customer Services team should be able to help if you're still having problems. If it's a CAF Bank account, then please call 03000 123 456 or for a CAF account, it's 03000 123 000. They are both open from 9am-5pm Monday to Friday.
Thank you.
Would give zero stars if possible:
Would give zero stars if possible:
-Like lots in the charity sector we suffered through their “upgrade” - couldn’t pay staff or suppliers for several days, non-existent customer service, all signatories locked out of internet banking.
-Were promised proper compensation by staff who subsequently vanished and we never got it.
-Complaints were simply ignored.
-Eventually managed to get into online banking, only to find notification of payments that had been set up were so delayed that the payments were cancelled.
-Unable to set up new signatories despite providing all required information, and three calls with customer service were unable to resolve.
-Three emails to our account manager went unanswered so the question of new signatories remains unresolved.
I used to be a fan of CAF Bank, but their new online platform brings absolutely no benefits, causes tangible problems for customers, and is an example of exactly how not to manage such a transition. I will never use them again.
7 de março de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Thank you for making us aware of your experience using our online service, Mark. We are very sorry for the frustration this has caused.
So that our Customer Support Team can provide you with assistance, we have requested further information from you via Trustpilot's Request Information feature.
If you would like to speak with them, please provide us with your full name, contact details, and the name of the charity you represent. A member of the team will be pleased to contact you directly.
Shockingly bad
The laughably touted banking portal 'upgrade' happened in early June 2025 and still today, almost 10 months later, the serious flaws in this totally inadequate system have not been fixed. Basic, fundamental, flaws still remain: only 30 transactions visible, search function is useless, bulk payments keep crashing. Come one guys - sort this mess out please.
24 de fevereiro de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Thank your for making us aware of your experience using the service, George. We are sorry for the inconvenience this has caused.
So that we can best support you, we have requested further information from you via Trustpilot's Request Information feature.
If you are happy to provide us with your name, contact details and the charity you represent, a member of our team will be pleased to contact you directly.
It is a very expensive bank
It is a very expensive bank. Our charity has no regular income and now we are literally spending our last penny on their fixed fees while trying to close our accounts - which has now been going on for 5 months. Not entirely their fault, but part of the problem. It is a mixture of manual, post and hard copy based and electronic banking that they use that makes it slow, expensive and hard to control. I am not sure how they finance themselves. For a small, very amateur-ish organisation like ours, it is no good. Admin hell for volunteers.
27 de janeiro de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Hello,
We are very sorry to read of the challenges you describe and the inconvenience this has caused. The CAF Bank team would like to speak to you directly to get your accounts closed and refund any fees that have been caused by undue delay.
If you can provide the name of the charity you represent, your name, and contact details through the 'Request information' feature, someone will reach out to you directly. Alternatively, please contact our Customer Support Team on cafbank@cafonline.org / 03000 123 456.
Servers unavailable again
Servers unavailable again. Monday and today. I cannot pay £10,000 worth of invoices. This has happened more than once since the upgrade and is incredibly frustrating for small organisations like mine when I am the only one paying bills and I work part-time.
27 de janeiro de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Thank you for raising this with us, Fiona. We are sorry for the inconvenience this has caused.
If you are a CAF Donate customer, CAF Charity Account or an individual donor, you can can call us on 03000 123 000 between 9am and 5pm Monday-Friday (except public holidays) for assistance.
CAF Bank customers can contact our Customer Service Team directly via cafbank@cafonline.org or by calling 03000 123 456 (Monday to Friday, 9am to 5pm , excluding English bank holidays). They will be happy to help.
What a shambles
What a shambles, and it really needs a Zero Star. One might forgive them for the monumental screw up with their new website, but months after and things still aren't resolved. It has cost our charity money, and time taken away from the frontline. CAF bank should be ashamed of themselves.
UPDATE
I work for several charities, and I wouldn't feel comfortable with sharing their name. And the thing is there are lots of issues, which you MUST know about (bulk payments, searching for contacts, syncing with xero etc, transfers from caf customers with NO reference) but we the users have no idea of whether these are being fixed. do you have a list? and do you have a date for when they are going to be fixed, given it has now been months since the upgrade. The latest email from CEO Alison Taylor doesn't even mention it!
17 de janeiro de 2026
Opinião espontânea
Resposta da Charities Aid Foundation
Update 21.01.25
Thank you for your updated review.
Guided by customer feedback, work is underway to enhance the service, including bulk payments, and we will keep customers up to date on our progress.
We’re ready and able to support the onboarding of automatically linked accounting systems through industry standard Third-Party Providers, such as Xero. For this to happen, the Third-Party Provider needs to decide if they want to connect based on demand. We’re in contact with Xero to make them aware of our customers’ interest. If you have a Xero account, please log in and visit this petition page to cast your vote: https://productideas.xero.com/forums/967136-banking-chart-of-accounts/suggestions/49496570-bank-feed-charities-aid-foundation-caf
Leaving a comment to highlight the importance of this connection for you will help demonstrate demand to Xero’s Product Team.
Should you, or the charities your work with, require any assistance, our Customer Support Team will be pleased to help: cafbank@cafonline.org / 03000 123 456.
--
Thank you for making us aware of your experience with the service. We are very sorry to read of the challenges you describe and apologise for the inconvenience and frustration this caused.
So that we can provide assistance, we have requested further information from you via Trustpilot's 'Request information' feature.
If you are happy to provide us with the name of the charity you represent, your name, and contact details, a member of our team will be in touch with you as soon as possible.
Payments released without following approval matrix!
The system, since the upgrade has been woeful. So clunky and very little has changed to make this 'user friendly'!
A new issue has arisen where suddenly payments have started being released by CAF with only one approval, when the matrix is set for two and has not been changed. The payments are also still sitting in the pending Q!
Apparently we are not the only organisation this is happening too - yet CAF are not being forthcoming about this issue!
This could constitute a fraud risk!
17 de dezembro de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank you for raising this with us. So that we can provide direct support, we have requested further information from you via Trustpilot’s Request Information feature.
If you are happy to provide us with the name of the charity you represent, your name, and contact details, a member of our team will get in touch with you as soon as possible.
broken links in payment section…
broken links in payment section (including '404 errors) -- there is no way of knowing whether transactions have been completed -- this is unacceptable when dealing with sizeable donations
[details given online at the time -- received confirmation of payment to CAF by email]
28 de novembro de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Updated 02.12.25:
Thank you for the update. Should you wish for direct assistance, our support team will be pleased to help. We have requested further details via Trustpilot's 'Request information' feature, where you can provide us contact details and background information to enable us to provide you with the right support.
--
Thank you for raising this with us, we are sorry for the inconvenience this has caused. So that we can help you, we have requested further information from you via Trustpilot's Request Information feature.
If you are happy to provide us with your name, contact details and the charity you represent, a member of our support team will be pleased to contact you directly.
I am continually frustrated by the new CAF operating system
I am continually frustrated by the new but unfortunately, not improved, CAF banking system.Today, I am unable to effect some important payments due to the passcode system from CAF not working. I have spent so much time since June 2025 trying to work with the new, very poor, upgraded operating system. Many of the changes that have been made are time consuming and counterintuitive.
26 de novembro de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank you for making us aware of your experience using the service.
So that our customer support team can help you, we have requested more information via the Trustpilot feature. If you are happy to provide us with your contact details and the name of the charity you represent, they will be pleased to contact you directly.
They keep 4.5% of your donations for themselves.
I looked them up on the Charity Commission website, where I discovered they have 6 members of staff who each get paid between £200,000 and £400,000 every year!
Where does this come from? Answer: For people who donate to charities, they keep 4.5% for themselves.
So it is more cost-effective to donate to your favourite charities directly.
13 de novembro de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank you for your message.
The Charities Aid Foundation (CAF) exists to help accelerate progress in society towards a fair and sustainable future for all.
We partner with corporate and individual donors to enable them to give more effectively and impactfully, distributing over £1 billion each year to non-profits around the globe.
Funded by charges for some of our services, we also assist charities and social enterprises in strengthening their resilience through our strategic advice and specialist services and, using our research and policy expertise, we help shape the wider environment for charities and donors.
As a charity ourselves, any surplus generated is invested back into the sector, through our research, advocacy work, services, and grant programmes.
Very poor service
Very poor service. As a trustee of a small UK charity I used CAF to give money to a Ukrainian charity. CAF sent me a confirmation email giving the wrong donee. CAF were then very difficult to contact. They finally said they couldn’t accept ‘corporate’ donations. They have offered to return our money after a week.
12 de novembro de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank you for sharing your experience of using our services, David.
We are very sorry to read of the challenges you describe and apologise for the inconvenience and frustration this caused.
So that we can provide assistance, we have requested further information from you via Trustpilot's 'Request information' feature. If you could please provide us with your contact details and the name of the charity you represent, we will be pleased to look into the matter.
I used to bank with CAFBank
I used to bank with CAFBank, but I decided to close my account due to the ongoing poor service and outdated systems.
The customer service was terrible — most staff seemed to work from home and had little knowledge of how the banking system actually works. It was frustrating to deal with people who couldn’t give clear answers.
The online banking system was confusing, with multiple logins and outdated features. It was difficult to integrate with online payment platforms, and balances were not shown instantly.
Every few months, someone would call asking pages of unnecessary questions, which made things even more frustrating. The website looks old and needs a serious update.
Overall, it’s not a professional or reliable service for charities. I’ve since moved to another bank and had a much better experience.
11 de novembro de 2024
Opinião espontânea
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