Website difficult to use. Sign in seems to have got harder and more confusing Why is my CAF giving account mixed up with CAF banking? Your list of possible accounts is confusing - American Do... Ver mais
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My husband and I have used CAF for many years as a simple way to donate to various charities. We have found it helps us to keep tabs on our giving for when we have to give this information to HMRC.... Ver mais
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You continue to address me and my account as AUSTIN King when my full name is Austin Michael Henry King BUT as Austin is a first name shared with my 2 brothers, I am known to everyone else, even ban... Ver mais
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Slowness in approving share gifts donations, twice because approval documents were filed away without being sent to me. Also twice received emails chasing me re remitting the sale proceeds to CAF, in... Ver mais
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Informações sobre a empresa
Sobre Charities Aid Foundation
Escrito pela empresa
CAF is a leading charity working at the centre of the giving world. We help donors to give more impactfully and charities to build their resilience so they can do more of their life-changing work.
To leave a review about CAF Bank, please visit their separate Trustpilot page.Informações de contacto
25 Kings Hill Avenue, ME19 4TA, Reino Unido
- 03000 123 000
- www.cafonline.org
3,5
Aceitável
243 opiniões
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Absolutely appalling
Absolutely appalling. This continues to be a significant waste of my time for the charity. There is a direct financial impact on a small charity that cannot afford it.
20 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for taking the time to raise with us the problem you are facing with the new service. We are very sorry for the inconvenience and frustration that the transition process has caused - and we are committed to making improvements and fix the issues our customers are facing.
We are wholly-owned by a charity ourselves, so we completely appreciate how important it is to get this right for our customers.
If there are any outstanding issues we can help with, please email your contact details and the name of the charity you represent to clientrelations@cafonline.org. A member of our team will be pleased to help. Thank-you for bearing with us.
A shockingly poor 'new website'
A shockingly poor 'new website'. We are told it has "thorough testing" before launch. No, it didn't. How many people took part in the testing? How many people tried to get a list of transactions out of their account. How many people tried the new payments section? How many said what a fantastic new website. I feel sorry for the customer service people, as this is a management issue. But I would expect to receive an email back with the week, but i am still waiting.
UPDATE - As for the reply below I have tried phoning several times, and am always told by the automation to phone back another time as you are 'so busy'. Still had no response from emails either. I'll try the new one and see if I get any success.
20 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
We appreciate you taking the time to make us aware of the challenges you have experienced using the new service and in reaching our team, Ian.
The transition to the new service has not been easy for some customers, and we are very sorry for the inconvenience and frustration this has caused.
To address this situation, we have significantly increased the number of colleagues available to answer questions and provide support. Wait times are coming down, but we appreciate that some customers may still experience delays in speaking with our team.
If there are any outstanding issues we can help with, please email your contact details and the name of the charity you represent to clientrelations@cafonline.org. A member of our team will be pleased to help. Thank-you for bearing with us.
I would give them zero if I could
I would give them zero if I could. This relates to the 'upgade' of their system. I have still not received log in details for our bank account 2 weeks after the transfer, I have asked 3 times. The phone line is closed. No consideration given that charities have to make payments to suppliers and staff. As primary user I am unable to access our account.
20 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for making us aware of the problems you have experienced trying to access the new service and speak with our support team, Sian. We appreciate that this has not been an easy transition for all customers, and we are sorry for the inconvenience and frustration this has caused.
Support on where to find 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
You can also request new login details by filling out this form: https://www.cafonline.org/banklogindetails
We have significantly increased the number of colleagues available to answer questions and provide support. The call wait times are coming down, but we appreciate that some customers may still experience delays in speaking with our team.
If you would prefer for a team member to contact you, please email your contact details and the name of the charity you represent to clientrelations@cafonline.org. A member of our team will be pleased to help.
Thank-you for bearing with us while we get this right.
Not happy with the new online banking
I have the same problems as other reviewers report with the new online banking system. It takes much longer to do anything now. I found a payment wasn't made even though the log says it was input and approved in the dual payment process.
20 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for taking the time to make us aware of the problems you have faced with the new service, Robert. We are sorry for the inconvenience they have caused.
If you would like to speak with a member of our team, please email clientrelations@cafonline.org with the name of the charity you represent and your contact details. They will be happy to help.
Thank-you for bearing with us while we work to make this right.
The most unprofessional bank EVER
Furious. Lost annual leave and days off trying to sort this, in order to ensure that my team will get paid. Still no guarantee of this. We still can’t link to quickbooks (hasn’t worked since this was rolled out on the 9th). Can’t complete vital reporting for funding. Missed a funding deadline as we can’t provide all of the information and no one will answer the phones to help. Absolutely sick of this bank now. You are destroying charities in what is already a difficult climate at the moment.
19 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
We are sorry to read that you are continuing to experience problems using the new service, Lizzie.
Our team is continuing to implement fixes when problems are identified, and we have increased the number of colleagues available to provide support. We recognise though that some customers are still experiencing delays in speaking with our team.
Should you wish for a member of our team to call you, please email clientrelations@cafonline,.org with the name of the charity you represent and your contact details. They will be happy to help.
Disgraceful customer service
Disgraceful customer service and certainly not treating customers fairly. Transactions not able to be approved, customer services message 'call back later' and then 3 days later a 2 hour wait to get answered. I've never know a new system launch take so long to fix the glitches. I'm wondering if the system was authorised to go live against the wishes of the IT experts who perhaps warned it was not ready yet.
18 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for making us aware of the challenges you have faced reaching our team and in using the service, Joanna. We are very sorry for the inconvenience and frustration this has caused.
While we have increased the number of colleagues available to answer questions and provide support, we recognise that some customers are still experiencing delays in speaking with our team.
If you would prefer for a member of our team to call you directly, please email clientrelations@cafonline.org with the name of the charity you represent and your contact details. They will be pleased to help.
Thank-you for bearing with us while we work to make this right.
Seriously bad now …..
I first posted my concerns 10 days go - nothing has changed and given the scale and diversity of the issues being reported I think its going to take a long time to solve - by which time some charities may fail ………
19 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for updating us on the difficulties you have experienced using the new service, Alison.
We are sorry that the transition has not been an easy process. Our team is continuing to implement fixes to problems when they are identified and we appreciate you bringing them to our attention.
Should you like to speak with our team regarding any ongoing issues, please email clientrelations@cafonline.org with the name of the charity you represent and a direct phone number. They will be pleased to contact you.
Thank-you for bearing with us while we make this right.
New system is a catastrophe
New system is a catastrophe. It seems unlikely that any of us are going to get paid this month. No chance of getting through to an advisor, emails aren't answered. Stressful doesn't begin to describe it. It was bad before the 'new system' but now it's 10 times worse. How can this not have been tested? If you are considering becoming a customer, I would gently suggest that putting your hand in a blender would be more pleasurable than dealing with this shower of a bank.
Update: replying to every review with a cut and paste response doesn’t really help. I do feel extremely sorry for all the staff at the moment though.
19 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
We're sorry to hear about your experience with the new service, Joanna, and we apologise for the frustration and inconvenience it has caused.
While we have increased the number of colleagues available to answer questions and provide support, we know that some customers are still experiencing delays in speaking with our team.
If you would like to speak with a member of our team, please email clientrelations@cafonline.org with the name of the charity you represent and the best number to reach you on. We will be pleased to help you with any ongoing issues.
Thank-you for bearing with us while we work to this right.
If it ain't broke..
If it ain't broke..
If it ain't broke, don't fix it, but if you do an upgrade and it breaks, work hard to fix it. I feel this update was designed as a school project. I have never known a system to be so badly upgraded and then handled. The call centre was unprepared for the avalanche of calls and I got cut off. Bulk Payments which we rely on are now so complicated and the templates you have to set up don't save the date you wanted to be paid. I can't believe anyone actually tested this system. The videos they put out are next to useless so you can't tell if it's a user error or not. We've been debating using the metro bank for our charity but delayed as it is a strain on our administration. After this update and the appalling time trying to get it sorted we are not hesitating to move from CAF. What once was great is now terrible. We've had payments and beneficiaries go missing, and for what? A complicated redesign that's had catastrophic impacts on charities, just look at the comments on here and socials. I would avoid using CAF Bank and if you do, I would look around for bank with an interface that works.
19 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for taking the time to make us aware of the challenges you have faced using the new service. We recognise that it hasn’t been an easy transition for all customers, and we are sorry for the frustration and inconvenience you have experienced.
If you would like to speak with a member of our team, please email clientrelations@cafonline.org with the name of the charity you represent and your contact details. We will be pleased to discuss any ongoing issues.
2 weeks in and it is getting worse, if that was possible.
Bulk payments doesn't work, I have managed to set up 3 individual payroll payments at which point it said it can no longer send OTPs to my phone and to ring them. Guess what, phone lines are busy so cannot take my call. I go on holiday after tomorrow, I am not available until tomorrow afternoon to ring by which time it will be saying "we can't take your call". To be honest if my boss doesn't change banks my resignation will be pending because I cannot do my job with this dire software. PS, the files I am importing into Xero are still in dollars..... thankfully I know how to change it but only because I live with a software developer. PPS, his advice is you don't move everyone over lock, stock and barrel. You test it on a few people at a time...... oh and don't bother messaging me asking for a phone number then a week later that call still hasn't been made to me, messages just go unanswered as does the phone. This is really not good enough.
19 de junho de 2025
Opinião espontânea
The new online banking is atrocious
The new online banking is atrocious. It is incredibly slow and have to click confirm several times just to do anything.
The search for payees does not work so have to bring up list of all beneficiaries, and when do this there seems to be multiple copies of each one.
Critically I am still unable to set up bulk payments - I can at least now add all the beneficiaries but cannot get beyond the following screen - get told I need to add a reference which I've already done. It is getting worryingly close to the date when need to process payroll and this is going to make it a nightmare at what is already a very busy time of year for our organisation.
I also get a flood of text messages every time I put on some payments but as they don't tell me what they relate to other than that I've made a payment they are useless for notifying me of payments I do not recognise.
If I try to phone up I get told that very busy and should try later so I cannot report any issues and I've no way of knowing if these problems have been picked up and are due to be resolved.
Seriously considering moving banks but know that would also take ages but need to see some improvement soon.
19 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for taking the time to share your experience of using the new service and in trying to speak with our team, Rosie. We appreciate that the transition has not been an easy process for every customer, and we are sorry for the frustration and inconvenience caused.
Our team is implementing fixes to resolve issues with the service as they arise, and we have also significantly increased the number of colleagues available to answer questions and provide support. While call wait times are coming down, we are sorry that you have so far been unable to speak with our team.
Support on how to manage and process bulk payments can be found from page 140 onwards of our 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
If you would like for us to contact you directly, please email clientrelations@cafonline.org with the name of the charity you represent and your contact details. A member of our team will be pleased to help.
Thank-you for bearing with us while we work to make this right.
I have tried since Monday 9/6/25 to…
I have tried since Monday 9/6/25 to log-on. Called at helpline at least 6 times in queue for over an hour. Told 98th in queue... spoke to assistant ..i'll pass you over to a collegue who will help you ...line went dead after 10 mins.
Applied for another password by filling in an online form, same problem cannot log-in...getting really angry with time expended to no avail. Still don't have any idea whta the blazes is going on. Worst online experience ever !
18 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for making us aware of the problems you have experienced in accessing our online service and reaching our team, Robert.
We appreciate that this has not been an easy transition for all customers, and we are sorry for the inconvenience and frustration this has caused.
We have significantly increased the number of colleagues available to answer questions and provide support. While call wait times are coming down, we know that some customers are still experiencing delays in speaking with our team.
If you would like a member of our team to contact you directly, please email your contact details and the name of the charity you represent to clientrelations@cafonline.org.
Thank-you for bearing with us as we work to make this right.
No improvement in 10 days.
No improvement in 10 days.
I have read most of the previous 60+ reviews and agree with the reported problems.
I notified an agent of the faults at the beginning of this change (its not an upgrade). We are 10 days later and none of the problems have been fixed.
Today I tried to make a simple payment and add a payee, the OTP failed to work on both occasions. CAF are telling us to read the manual, I have read the manual and I'm doing it right. Please don't bother with a reply, just revert to the original programme.
18 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for making us aware of your experience of the new service, David. We appreciate that it has not been an easy transition for all customers, and we are sorry for the frustration and inconvenience this has caused.
If you would like to speak with a member of our team for support, please email clientrelations@cafonline.org with the name of the charity you represent and a direct phone number. They will be pleased to help.
Absolutely appalling service
I, too, am still waiting for a reset. After my last review I was put in touch with a “Senior Client Relations manager” who was unable to help, so passed my details over to someone else. I have heard nothing since and it now appears I am being “ghosted”.
18 de junho de 2025
Opinião espontânea
Still waiting for our log in details…
Still waiting for our log in details after 10 days! (it's not in the junk folder/no text message received)
Have sent 3 messages stating the same. No response! Updates on website are vague. Unable to phone!
When will this be resolved? This is unacceptable.
Updated 20/6/25 - I have submitted several requests for new login details via the link included in your response. Still nothing!! I think your email address quoted is misspelt?
18 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for making us aware of the problems you have experienced accessing our new online service and in trying to reach us, Andrew. We appreciate that this has not been an easy transition for all customers, and we are sorry for the inconvenience and frustration this has caused.
You can request new login details by filling out this form: https://www.cafonline.org/banklogindetails
We have significantly increased the number of colleagues available to answer questions and provide support. The call wait times are coming down, but we appreciate that some customers may still experience delays in speaking with our team. If you are unable to join the queue to speak to someone, we advise on phoning again later that day when the lines may be quieter.
If you would prefer for a team member to contact you, please email your contact details and the name of the charity you represent to clientrelations@cafonline.org. A member of our team will be pleased to contact you directly.
Thank-you for bearing with us while we get this right.
Update 20/06/2025:
Hi Andrew - please email clientrelations@cafonline.org. We're sorry for the time it it is taking to resolve your access to the service.
CAF Bank Online Platform Failings
Like so many other CAF Bank users, our experience has been so frustrating. I won't repeat all that has been said about the woeful roll-out of this new platform, but we share the sentiments. There are so many specific issues we have discovered, here are the ones we find the most concerning:
1. Direct Debits not not being carried forward and so failing to pay.
2. Payees (please don't call them beneficiaries) from previous group payments have not been carried forward. We have created 50 new staff payees with the intention of creating new bulk payment templates, but what do we discover, the beneficiaries shown to choose from within the bulk payments list are the original ones from the old system. We know this because there are some that we haven't created on the new platform and some with old bank details - where are the new Payees?
3. Not only does the new platform send a text to say a new Payee (Beneficiary) has been set up, it sends it to every user on our account, which is particularly frustrating when the texts arrived with considerable delay throughout the night.
4. Not having OFX as an export option is just poor, this must be rectified, particularly since CAF couldn't maintain a secure API feed with Xero some years back.
5. Not being able to sort Payees alphabetically is as basic as it comes - fix it soon. The search function doesn't always work and can't find Payees that we know have been created - is this an indexing problem?
6. Historical data showing incorrect balances and, random ordering - why is there historical data anyway. Why could the old data not be transferred as a continuance with the new - how hard is that to code?
7. Many, many small bugs so much so that we've become surprised when a button-click does what it says.
We are very concerned about our payroll next week, not at all confident that it is going to go through without a hitch.
This is likely to prove very damaging for CAF, I really hope they are working 24/7 to resolve the issues.
18 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for making us aware of the problems you have experienced using our new online service, Andy. We are sorry that the transition has not been an easy process – and we recognise the inconvenience and frustration this has caused.
We are working to fix issues as they are raised and we are also continuing to address issues raised by customers in our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs
If you would like to speak with a member of our team to help with the matters you raised, please email your contact details and the name of the charity you represent to clinetrelations@cafonline.org. A member of our team will be pleased to contact you directly.
Thank-you for bearing with us while we make this right.
Poor, Poor, Poor
So much is going wrong with the new CAF online Banking system.
Can't search transactions
Bank Statements gone missing
Direct Debits now being cancelled
No telephone help available
I have started looking for a new bank.
18 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for raising the problems you have experienced using our new online service, Malcolm. We appreciate that this has not been an easy transition for all customers, and we are sorry for the inconvenience and frustration this has caused.
Our User Guide provides details on how to use our new transactions function from Page 24 onwards: cafbank_userguide_web_060625_spm-15860.pdf
We are also continuing to address issues raised by customers in our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs
We have significantly increased the number of colleagues available to answer questions and provide support. The call wait times are coming down, but we appreciate that some customers may still experience delays in speaking with our team. If you are unable to join the queue to speak to someone, we advise on phoning again later that day when the lines may be quieter.
If you would prefer to speak with a member of our team, please email your contact details and the name of the charity you represent to clinetrelations@cafonline.org. A member of our team will be pleased to contact you directly.
Thank-you for bearing with us.
Terrible transition to new system
Been a terrible transition. Worked well previously. Have spent 10 days unable to access our church bank account. Bank phone line just goes dead when called...
18 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
We are sorry to read of your experience in trying to access our new service, David.
Our User Guide provides details on how to access the service from Page 24 onwards: cafbank_userguide_web_060625_spm-15860.pdf
Should you require new temporary log in details, you can request them via this form: Request your login details | CAF
We are also continuing to address issues raised by customers in our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs
If you would like to speak with a member of our team, please email your contact details and the name of the charity you represent to clinetrelations@cafonline.org. 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.
It's the response to faults, that distinguish the best companies
The new system implementation was bad. They then did not react adequately. nb. I can now pay (23rd).
1. OTPs not issued repeatedly (16th, 17th, 18th, 19th).
2 hours on phone then phone battery ran out (48th in queue) on 17th (worse on 16th). On 19th and morning of 23rd not even a queue, recorded message said not taking calls!
However, on the plus side, the response to my email was quick.
17 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Updated Reply: Please email your contact details and the name of the charity you represent to clientrelations@cafonline.org. A member of our team will be pleased to help. Thank-you for bearing with us.
Original Reply: Thank-you for making us aware of the problems you have experienced in accessing our online service and reaching our team.
We appreciate that this has not been an easy transition for all customers, and we are sorry for the inconvenience and frustration this has caused.
We have significantly increased the number of colleagues available to answer questions and provide support. The call wait times are coming down, but we appreciate that some customers may still experience delays in speaking with our team. If you are unable to join the queue to speak to someone, we advise on phoning again later that day when the lines may be quieter.
If there are any outstanding issues we can help with, please email your contact details and the name of the charity you represent to clientrelations@cafonline.org. A member of our team will be pleased to help. Thank-you for bearing with us.
Can only download 31 days transactions…
Can only download 31 days transactions at a time with the new system. Will probably have to change banks unless this is improved. Also the downloads don't always work, most times only get the headers and no actual transactions!
17 de junho de 2025
Opinião espontânea
Resposta da Charities Aid Foundation
Thank-you for making us aware of the problems you are encountering with the new service, Nicholas. We appreciate that this has not been an easy transition for all customers, and we are sorry for any inconvenience caused.
Our User Guide provides details on downloading transactions from Page 24 onwards: cafbank_userguide_web_060625_spm-15860.pdf
We are also continuing to address issues raised by customers in our FAQs: https://www.cafonline.org/home/caf-bank/help-support-hub/get-ready-for-better-banking#faqs
If you would like to speak with a member of our team, please email your contact details and the name of the charity you represent to clinetrelations@cafonline.org. 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.
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