Triodos Bank UK Accessibility Statement

We’re committed to becoming a more digital bank, and so, our approach to accessibility is focused on our online banking and telephone support services. Here’s why we’re making the move to digital:

The changes will enable us to manage our growth and become more efficient, so we can continue to run a sustainable business.

It will also allow us to remain focused on what we do best: delivering positive social, environmental, and cultural benefit.

Good use of technology will also help us meet our legal and regulatory obligations.

These include anti-impersonation measures, fraud prevention and effective customer due diligence.

We also know that many people can be anxious about new technology and whether it might expose their money to risks of online fraud.

We’re here to help you with our digital platforms. That includes any issues you experience and with building your confidence so that hopefully you stay with us on our digital journey. For more information, please visit our Digital Access help page.

Assistive technology

We will always try to ensure that our website and our mobile banking app work with assistive technology like speech recognition tools, screen readers and screen magnifiers.

Screen readers

Visitors using screen readers and other assistive technology can navigate key pages of the site by heading structure, being able to access top level elements (h1), next level elements (h2), and third level elements (h3). In the mobile app users can also navigate between the different elements and headers of a screen.

Form fields

Some documents are in pdf format and our website and mobile app make this clear to you where this is the case. When required, forms on our website and mobile app will provide a descriptive form field label that will allow users to know what information to enter in a form field. Where a series of form fields relate to similar information, the context of the form fields will be included in the field description.

Application Forms

Where business or personal banking application forms are still in use for particular accounts (rather than an application via our mobile banking app), please note that they have a time limit for completion. This is for security purposes. If pop-ups are enabled on the device you are using, you will get a warning so that you can extend the time limit.

Javascript

We applied Javascript to improve usability of the site and make the site more visually attractive. We decided not to use Flash. For all instances where Javascript was applied, alternatives are available so that people without javascript (and readers) are able to access the functionality provided.

Font scaling

To support customers that prefer to have a bigger font size, we make sure that our website and mobile app can handle this. No content should be lost or truncated and the design should remain attractive.

Images

We avoid using images that include text-based information where possible. All images on the website that include text will be accompanied by an alt-text tag or text that provides the information.

Videos

All pre-recorded videos hosted in the site, our social media channels, or YouTube will have a text alternative.

Colour contrasts

We have tried to use strong colour contrasts, in particular in our new-look internet banking and mobile app which we launched in 2021, so that any text is clear to read. We have also tried to make sure that no one screen is overloaded with information.

Native app technology

As of August 2023, our mobile app is fully native, iOS and Android. Native mobile app technology offers better accessibility features and visual attractiveness. This helps us greatly in developing accessible screens within the mobile app.

Plain English

We always try to use plain English so that anything we say is easy to understand.

2025 European Accessibility Act

We are currently working towards making our website and app compatible with the 2025 European Accessibility Act. We will be compliant with the Act by the time it takes effect on June 28 2025.

Large format digipass

Our digipass is the device which we used to provide to personal current account customers and which we still provide to business account customers for logging onto internet banking. For customers who might find our standard digipass difficult to use we offer a large format digipass with a larger screen; with larger, soft-touch buttons; and audio functionality. If you are a personal current account customer or business customer and think a device like this might help you with logging onto internet banking, please do contact us.

Please visit our digipass and internet banking help and support page to find out more about the digipass.

Printed materials

Most of our printed materials sent out by post can be provided in braille, large print and in audio format.

Please contact us if you would like any printed materials by post in one of these formats instead.

ATM services

There are many services available at most standard ATMs.

To find out more details please download our PDF guide to Accessing your money at an ATM.

Customer Contact Team

If you need support to access our products and services, our Customer Contact Team will do their best to help you. We can be contacted Monday – Friday 8:00am – 6:00pm (save for Thursdays when we start at 9:00am). You can call us on 0330 355 0355 or, if calling from abroad, on +44 117 973 9339.

We can also be contacted via the Relay UK service designed to help people with hearing and speech difficulties communicate with anyone over the phone (please visit the Relay website for more information).

Alternatively, you can send us a Chat message when logged onto internet banking via our website. Once you are logged in on the ‘Overview’ screen, please click on the speech bubble icon in the bottom right corner in order to start or continue a Chat.
Our Contact Team will respond to you as soon as they can during our opening hours - Mon – Fri 8am – 6pm (Thursdays 9am – 6pm). You can still send us a ‘Chat’ message outside of these hours – we will get back to you when we reopen on the next business day. (Chat isn’t available yet in our mobile banking app but is coming during early 2025)

If these options aren't suitable, you can also contact us via the email address [email protected]. Please note that this email address isn’t monitored constantly during our working hours but we will aim to respond to you as soon as we can. Due to the security vulnerabilities with email communications, if your enquiry relates to an account you hold with us, where possible please contact us by telephone or by Chat message when logged onto internet banking.

AbilityNet

We have partnered with digital inclusion charity AbilityNet who can support our customers to use our website or app. They're experts in helping people who are new to technology, and provide easy-to-understand guidance on computers, mobile phones, browsers, apps and similar issues. To speak to one of the AbilityNet team, please call their freephone number 0300 180 0028 any time to arrange a callback from a dedicated Digital Champion. You’ll be asked to leave a message including:

your name and confirmation that you are a Triodos Bank UK customer;
your contact telephone number (landline or mobile);
when is a convenient time for them to call you back on a weekday next available to them.

Someone else can make the call on your behalf if that is more convenient.

We are committed to:

Supporting customers with access needs

Making sure that customers with access needs can use our products and services.
Providing a website and online banking service that is accessible to as many people as possible. We aim to ensure that all information on the website will achieve at least “Level AA” conformance to the Web Content Accessibility Guidelines (WCAG) 2.1. We are currently working towards making our website and app compatible with the 2025 European Accessibility Act. We will be compliant with the Act by the time it takes effect on June 28 2025.
Inviting customers with different accessibility needs to take part in lived experience consultations and user testing. This will help us understand ways we can make our products and services more accessible.
Offering a banking service where our customers feel comfortable sharing their access needs and situations with us.
Making reasonable adjustments to support our customers where it is fair and appropriate to do so (please note that there can be occasions where this isn’t possible, for example, where the process involves our customers’ account security and fraud prevention).

Making sure 3rd party systems are accessible

Including accessibility when we use 3rd-party systems or upgrade existing systems.
Taking action as quickly as possible on any occasion we become aware that any of our products or services are not accessible to all our customers.

Providing training for co-workers

Making sure that all of our co-workers have received training so that they understand accessibility.
Making sure that all of our co-workers have access to appropriate resources to assist customers who have access needs.

Triodos Bank UK Accessibility Statement

Why we’re making the move to digital

Making our website and app accessible

Making our bank services accessible

Maintaining accessible products and services

Further support

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