Rules in place from 07 October 2024 mean that banks must reimburse Authorised Push Payment (APP) scam claims which meet the below criteria. If you have authorised a payment which does not meet the below criteria, please still contact us as soon as possible on 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) to report this.

Covered

⦁ Payments made within the UK. You are not covered for a payment sent overseas.
⦁ Payments made using Faster Payments (a quick way of sending money between bank accounts).
⦁ Payments made using CHAPS.
⦁ Payments from personal accounts if they are not being used for trade or business.
⦁ Payments made by micro-enterprises and certain charities.

Not covered

There are some situations where you won’t be able to get your money back. This includes if:
⦁ you haven’t taken the steps needed to meet the Consumer Standard of Caution.
⦁ you paid using cash, a cheque, or a credit, debit, or prepaid card.
⦁ it’s a civil dispute: for example, if you've paid a genuine retailer or business but you aren’t satisfied with the product or service you’ve received.
⦁ you have acted fraudulently yourself – including if you have lied or misrepresented your circumstances for financial gain.
⦁ it’s a payment you have made to another account that you control.
⦁ the payment you made is unlawful: for example, if the payment was for an illegal item.
⦁ it is a payment to and from an account with a credit union, municipal bank, or a national savings bank.

If a payment is taken from your account by someone else without your permission it is called unauthorised fraud. For example, if your bank card is stolen and used to buy something in a shop or online. There are separate rules that cover this type of fraud. Contact us immediately if you spot any transactions that you do not recognise.

When you transfer funds from your Triodos GBP (British Pound) business account to an account denominated in a currency other than GBP, we will convert the amount using the most current exchange rate before crediting it to the beneficiary account.

Change of Account Operators

To add or remove operators on your Triodos Business Account, please send a Change of Account Operator form to us in the post. Please ensure it is signed in accordance with your account mandate.

You can send it using our Freepost address: Freepost TRIODOS BANK. Our freepost address is Royal Mail registered and simple to use - write it on your envelope exactly as shown (no stamp required) and your letter will get to us free of charge by second class mail.

If you want it to arrive more quickly, you can send it using a first-class stamp to:

Triodos Bank
Deanery Road
Bristol
BS1 5AS

Change of business and/or trading address

Please send an instruction, signed in accordance with your mandate, to us in the post. Please note that if you are a Limited Company, Registered Charity or a Mutual, your new address must reflect what is registered on Companies House, the Charity Commission or FCA Mutuals register.

You can send it using our Freepost address: Freepost TRIODOS BANK. Our freepost address is Royal Mail registered and simple to use - write it on your envelope exactly as shown above (no stamp required) and your letter will get to us free of charge by second class mail.

If you want it to arrive more quickly, you can send it using a first-class stamp to:

Triodos Bank
Deanery Road
Bristol
BS1 5AS

Change of email address for business

Please send an instruction, signed in accordance with your mandate, to us in the post.

You can send it using our Freepost address: Freepost TRIODOS BANK. Our freepost address is Royal Mail registered and simple to use - write it on your envelope exactly as shown above (no stamp required) and your letter will get to us free of charge by second class mail.

If you want it to arrive more quickly, you can send it using a first-class stamp to:

Triodos Bank
Deanery Road
Bristol
BS1 5AS

For any other changes, please call us on 0330 355 0355 for more information about what you need to do.

Change of personal address/email address/phone number

Login to internet banking

Click on Self service > Personal settings

Change relevant information and follow instructions to authorise with your digipass.

If you do not have internet banking access, please send an instruction to us in the post.

You can send it using our Freepost address: Freepost TRIODOS BANK. Our freepost address is Royal Mail registered and simple to use - write it on your envelope exactly as shown above (no stamp required) and your letter will get to us free of charge by second class mail.

If you want it to arrive more quickly, you can send it using a first-class stamp to:

Triodos Bank
Deanery Road
Bristol
BS1 5AS

For any other changes, please call us on 0330 355 0355 for more information about what you need to do

When you send money, we will check with the bank you’re sending money to that the name on the account matches the bank details you’ve provided, and let you know if they don’t.

One of the following results will appear on your screen:

The recipient account name is a match

Means the recipient account name you entered matches the payee’s account name.

The recipient name you gave us is a close match, but not exactly the same as the name held on the account

Means the recipient name you gave us is a close match to the name held on the account but not an exact match. We will show the name on the account you’re paying to help you decide whether it’s the right person. You should also double-check the details and request another CoP check before sending any payment.

The recipient name you gave us is not the same as the name held on the account

Means the recipient name you gave us is different to the name held on the account. You should double-check the details and request another CoP check, otherwise your money could be sent to the wrong account.

It is important to be aware that if you choose to go ahead anyway, and the account does not belong to the intended recipient, we may not be able to get your money back.

The recipient bank account does not exist

Means it may be that the recipient account sort code or account number has been entered incorrectly, or the account may be closed. You will need to check with the recipient if their details are correct before you are able to make a payment. If an account does not exist, the payment can't be made.

Unable to check the name, please try again later

Sometimes we won’t be able to check the name on the account you’re sending money to. That doesn’t mean that anything’s wrong. It could just be that the payee’s bank or building society isn’t using CoP yet.

You can continue with the payment – but always double-check yourself that the account name and details are correct.

We are unable to verify these details with the recipient bank at this time – please check the details before continuing

Sometimes we won’t be able to check the name on the account you’re sending money to. That doesn’t mean that anything’s wrong. It could just be that the payee’s bank or building society isn’t using CoP yet.

You can continue with the payment – but always double-check yourself that the account name and details are correct.

Historically, smaller challenger banks such as Triodos had no option but to utilise one of the “big four” banks (NatWest Group, Lloyds, HSBC and Barclays) for payment clearing services.

So it is not unusual to see banks of Triodos’ size (or indeed some far bigger organisations) still utilising the “big four” clearing banks.

However, there is currently a real drive by the government, via the Payments Systems Regulator, to promote competition in the banking sector and to encourage innovation in payment systems.

This has resulted in a wider choice of clearing options (including alternative providers and/or direct clearing) now available to challenger banks.

While changing our clearing arrangements would be a very large undertaking we continue to review the options, remaining conscious of maintaining a high quality of service for all our customers.

You can amend a standing order through Internet Banking or through the Triodos Mobile Banking App.

From the main menu, click on your account, then the ‘Upcoming’ tab and select the standing order you wish to change. Select ‘amend’.

Input new amount, reference, date, and frequency and follow on-screen instructions to authorise.

To cancel a standing order through Internet Banking or through the Triodos Mobile Banking App.

From the main menu, click on your account, then the ‘Upcoming’ tab and select the standing order you wish to cancel. Select ‘delete’.

We are part of the Current Account Switch Service so customers can switch current accounts to Triodos Bank from another UK bank or building society quickly and easily.

Start by going to our website www.triodos.co.uk and in the top right-hand corner you'll see a link for "Log in" to Internet Banking.

If you have set up the Triodos App, you can log into Internet Banking using the app’s QR scanner on a second device. You can find more information on how this works here.

If you’re a Current Account customer and you do not use the Triodos App you will need your digipass and PIN, and details regarding the security word you set up when applying for the account.

If you’re a Personal Savings or Investments customer and do not use the Triodos App, you will need your username and password.

Standing orders can be found in the Triodos Mobile Banking App or Internet Banking, choose the account you wish to check and select the Upcoming tab on the account overview.

The sort code for Triodos Bank is: 16-58-10

For international payments to a Triodos account the above sort code is not valid. Also mandatory information is needed to ensure a foreign payment reaches your account.

Yes, Open Banking services are also available to Business Current Account and Charity Current Account customers.

To send us a chat message, simply log in to Internet Banking and click the speech bubble icon in the bottom right corner. A member of our contact team will respond to you as soon as they can during opening hours. If you are not logged in to Internet Banking when they respond, you will receive an email notification.

Our chat opening hours are 8am - 6pm, Monday to Friday (Thursdays 9am - 6pm). You can still send us a message out of hours and we will get back to you when the contact team reopens. If you are not logged in to Internet Banking when they respond, you will receive an email notification.

If you have a business account, your accountants may require an audit report. We can provide this to your accountants at your request or you can choose to allow them to contact us for this directly.

To authorise an accountant to make these requests on your behalf, please send us a letter signed by your account operators to:

Triodos Bank
Deanery Road
Bristol
BS1 5AS

Each audit report incurs a fee, which is detailed in the Business Banking Tariff of Charges. If we are unable to debit this fee from your accounts, we will request payment of the fee by cheque before we can provide the report. You may also choose to enclose a cheque for this payment with your letter.

Authorised push payment (APP) fraud happens when you are tricked by a criminal into sending money by bank payment to an account that they control and which you do not.

New rules effective from 07 October 2024 introduce requirements for all banks to reimburse victims of APP fraud.

Every claim will be assessed on a case-by-case basis. As part of the process we will consider the evidence presented by you, any service providers involved and – where relevant – a third party, such as the police. For more information about what is covered for reimbursement and what is not please see ‘When is a fraudulent authorised push payment (APP) payment covered?’.

We may not reimburse money lost in an APP fraud if you have not taken certain steps before and after you make the payment. These steps are known as the Consumer Standard of Caution, and are as follows:

• You need to follow any warnings from us, such as an alert that the payment you are making is fraud or could be fraud. You also need to follow any instructions from the police or the National Crime Agency.
• You must report the fraud as soon as you can, and no more than 13 months after the last fraudulent payment was made.
• We may ask you for additional information about your claim. You need to make sure you respond to these requests.
• Once you have made a claim, we may ask you to report the details of the fraud to the police.

To see what consents are active on your account, log into Internet Banking and go to ‘Account Profile’ and then ‘Open Banking Consents’. If you use our mobile app you can find this under ‘More’, ‘Preferences and privacy’.

Setting up a Direct Debit should be done through the company who will be claiming the Direct Debit. You can cancel a Direct Debit in the Triodos Mobile Banking App under ‘More’, ‘Account settings’ then ‘Direct Debits’, or in Internet Banking under ‘Self Service’, ‘Account settings’ then ‘Direct Debits’. You will need to contact the company who claim the Direct Debit to cancel it with them as well.

It’s totally up to you whether you use Opening Banking services or not. If you don’t want to use Open Banking you don’t need to do anything, you can simply carry on using your current account as you do now with no change to how your account information is used.

Chat in the Triodos App will be coming in early 2025.