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... Leggi di più
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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... Leggi di più
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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... Leggi di più
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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... Leggi di più
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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.
Informazioni di contatto
25 Kings Hill Avenue, ME19 4TA, Regno Unito
- 03000 123 000
- www.cafonline.org
1,3
Pessimo
154 recensioni
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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 giugno 2025
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Potrebbe usare l'IA per rispondereMostra di più
L'obiettivo di Trustpilot è mostrare contenuti di persone reali. Questa azienda potrebbe usare il nostro strumento di risposta assistita dall'intelligenza artificiale per rispondere più velocemente.
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 giugno 2025
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Risposta di 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 giugno 2025
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Risposta di 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 giugno 2025
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Risposta di 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 giugno 2025
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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 giugno 2025
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Risposta di 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 giugno 2025
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Risposta di 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 giugno 2025
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Risposta di 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 giugno 2025
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Risposta di 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 giugno 2025
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Risposta di 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 giugno 2025
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Risposta di 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.
Terrible banking experience
Our small charity has spent a significant amount of time and money on phone calls, just to gain access to a banking system that appears to have been corrupted. Dates are jumbled, balances don't tie in, direct debits have not been actioned, payments have not been made - it has resulted in a very stressful 10 days. We used up our £10 monthly phone credit in just one day of calls to the bank seeking help just to log in. We need reassurance from CAF Bank about progress on rectifying the system rather than requests to 'bear with us while we make these changes'. We are exceedingly concerned.
16 giugno 2025
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Risposta di Charities Aid Foundation
Thank-you for making us aware of the difficulties you have experienced using the new service and in reaching our team.
We are sorry that the transition has not been an easy process – and we recognise the inconvenience and frustration this has caused. We have now implemented fixes to help address the issues you raise.
If should still like to speak to a member of our team, please email clientrelations@cafonline.org with your name, charity, and phone number. We will be pleased to contact you and help resolve any ongoing issues.
The PRA should step in to review CAF's system
CAF seems to be presenting the difficulties with the new system as being operational snags. They are not.
Balances do not reconcile in that extracted data do not agree with statements; carry and brought forward balances differ; data are missing.
The simple fact is that clients data have been corrupted and balances cannot be relied upon.
The Prudential Regulation Authority should step in now, as these are 'systemically significant' issues, and a major systems failure. When a bank's numbers do not add up, it's time for serious action. Existing clients should consider changing provided IMHO, as there are big questions to ask about their competence.
17 giugno 2025
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Risposta di Charities Aid Foundation
Thank-you for making us aware of the problems you have experienced using the new service, Graham. We’re very 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 our team is working to correct any outstanding issues. We are also aware that some customers have had issues with how data is displayed, and our team has implemented fixes to resolve this problem.
Should you still be experiencing this issue and would like for a member of our team to contact you directly, please email clientrelations@cafonline.org with the charity you represent along with a direct phone number or address email. They will be happy to help resolve any issues.
Thank-you for bearing with us through the transition to the new service – we are working to make this right.
Don't waste your time
The online upgrade has been a shambles. The system cannot cope with the traffic, and information is lacking. Apparently CAF knew there was an issue with accessing their system via Chrome but no one has thought to communicate this to their users (I had to trouble shoot this for myself). I have spent 6 hours of my life in total on the phone waiting to speak to someone, and on more than one occasion I have been cut off before I can speak to someone. Their online messaging system is a waste of time and when I finally got a reply it said 'we can see you've got access' which is not true! I'm still waiting for one of my usernames. We have people who are still waiting on invoices to be paid, I have payroll due and I'm not confident I'll gain access in time to authorise it! Absolutely shocking to have our money held ransom by a system that isn't fit for purpose, and a bank that doesn't know how to fix it.
16 giugno 2025
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Risposta di Charities Aid Foundation
Thank-you for making us aware of the challenges you’ve faced using the new service, 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 would like for someone from our team to contact you directly, please email clientrelations@cafonline.org 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.
A shamble
Well, now we are linked between QuickBooks and CAF but... when you update... the transactions don't come across from CAF!
Meanwhile... the 'alternative' ... downloading '31 days' of historical data and guess what, the balances at each end period - in the CSV files - don't match the balances in the 'Accounts Overview' nor do they provide the transactions done thus far in June!
14 giugno 2025
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Risposta di Charities Aid Foundation
We’re sorry to see you have still experiencing problems with the new service, Philippe.
If you would like someone to contact you for support, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct number. A member of the team will be happy to call and help you.
Thank-you for bearing with us while we make this right
Untested, disasterous upgrade
Upgrade has been a total disaster, I was locked out for 2 days and colleague who approves payments cannot get access at all, repeated attempts to call helpline fail, are cut off, or told to call again later - average queue length is 100+. Historical balances are c£80k more than the actual balance, can't sort or search payees (pointlessly renamed as beneficiaries) no group payee lists have been brought across, slow system which times out frequently, Still can't delete more than one payee at a time, - this is no improvement - rather more several steps backwards, still no communications to account holders who are simply told to "bear with us while we sort a temporary issue" - I would suggest it is a lot more than that - and please don't post me a link the FAQ's which as as much use as a chocolate teapot!, 0/10
UPDATE 09/07 despite writing to Ben Jowitt and being assured of a reply to my numerous (and growing by the day) problems I have received nothing, he does not answer his phone, OTP are still not working as they should - hours to make 12 payments - NOT GOOD ENOUGH - we are sick of baring with CAF while they get this right, COO and other senior staff should walk.
13 giugno 2025
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Risposta di Charities Aid Foundation
Thank-you for making us aware of the problems you've been having with the new service and reaching our team, Jo. We are very sorry for the disruption and inconvenience this has caused.
If you would like for someone from our team to contact you directly and help to resolve any problems, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct phone number. They will be happy to call and provide assistance.
Thanks for bearing with us while we make this right.
Can't get into new internet banking…
Can't get into new internet banking system. Changed password easily but CAF can't send one time passcode. After a long phone wait, got someone who checked all my details but left me hanging on for 30 minutes until I gave up. Conclusion is that system is seriously flawed and nobody has been trained to put it right. Charity is having to revert to cheques and trustees will have to decide whether to move to a bank that is more competent.
12 giugno 2025
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Risposta di Charities Aid Foundation
Thank-you for making us aware of the challenges you’ve faced using the new service, Keith. We’re sorry for the inconvenience and frustration this may have 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 would like for someone from our team to contact you directly, please email clientrelations@cafonline.org 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.
A shambles and terrible service!
After the online change we have lost all our payee history (we have over 150). I’ve tried manually adding a couple and each one requires a separate Pin via phone authentication. It’s so clunky and slow.
I tried phoning, emailing - mostly don’t answer or reply - latest email says they’ve fixed the payee history problem - but they haven’t !!! I’m stuck - can’t pay invoices. Avoid this bank.
12 giugno 2025
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Critical payment reference failure – unacceptable oversight
Since the CAF system upgrade on 9 June 2025, we’ve experienced serious failures, particularly with outgoing payments. The most critical is that payment references are no longer passed on to recipients. This means our suppliers—many of whom rely on invoice-matching via these references—are unable to reconcile payments.
Even when entering both our reference and the supplier reference into the system, no reference appears on the receiving bank’s side. We flagged this immediately on 10 June and were told it was being looked into, but no warning or guidance has been sent to other users. This is not a minor glitch—it’s a major operational failure that affects audit trails, payment matching, and potentially statutory payments to bodies like HMRC, where correct payee references are required by law.
It’s unacceptable that CAF hasn’t proactively communicated this fault. Every organisation using this system should be warned now. The lack of transparency is adding to the chaos caused by this poorly tested upgrade.
11 giugno 2025
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Risposta di Charities Aid Foundation
We’re sorry to read of the trouble you’ve been having with the new service, John, and apologise for any inconvenience experienced.
We appreciate that the transition to the new service has not been an easy process.
Should you wish you speak with a member of a team for support, please email please email clientrelations@cafonline.org with your name, the charity you represent, and a direct number. They will be pleased to help resolve any issues.
Thank-you for bearing with us while we make this right.
A total shambles!
Yes, a total shambles with the changeover. We have been unable to pay any bills all week as 2 or us have not received passwords, or at least ones that work. And no response from CAF to completed forms and emails to resend passwords, only an email to say check my junk folder. Surely if they can send that email, they can just as easily send a password.
Who on earth thought they could do this changeover and take the old system offline in a matter of days, leaving no time to sort out issues? Did anyone test this system before implementation? It doesn't seem like it.
Update 16.6.25
After several emails and a week of trying, I've got a password and can now get into the system, as can our other users. Thanks to Ben Jowitt of Client Relations Dept. for sorting this out.
One noticeable issue, though, is that there's no way to get 'Beneficiaries' (they're Payees, aren't they?!) into alphabetical order, which is a pretty basic requirement.
12 giugno 2025
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Risposta di Charities Aid Foundation
Hi Andy - Sorry to hear of the problems with accessing the new system and in receiving the support you require.
If you still need our help and would like for someone from our team to contact you directly, please email clientrelations@cafonline.org with your name, the charity you represent, and a direct phone number. We can call to help with any problems.
Thanks for bearing with us while we make this right.
Update 16.06.25
Thank-you for providing us with an update, Andy. We have just sent a request for additional information from you - if you are able to provide a surname with us that will help us raise this with our Client Relations team.
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