Bank impersonation fraud is when a fraudster impersonates someone from the bank in order to trick a victim into making payments to a fraudulent account.

What a fraudster might do:

• A fraudster usually calls their victim, though may use email or another contact method. It’s likely they already know information about the victim, including their name and who they bank with.
• While impersonating the bank staff member, the fraudster might tell the victim their account is under threat and they need to make payments to a “safe account” or set up payments in order to “block the funds”.
• The fraudster might ask for details from the Digipass so they can access the account and make payments to the fraudulent account themselves.
• The fraudster might ask the victim to download screen sharing software so they can view or control the victim’s computer. This can make it easier to take control of the account.
• In any scenario, the fraudster will foster a feeling of panic in order to get the victim to comply with their requests as quickly as possible.
• Fraudsters might also impersonate other well-known, trusted companies such as Microsoft, Apple, BT or HMRC.

What Triodos Bank will never do

• We’ll never call you to tell you to log into internet banking or to make a payment to a “safe account”. If we believe your account to be under threat, we can block the account ourselves and do not need you to do anything from your end.
• We’ll never ask you for your full Digipass number or your Digipass PIN.
• We’ll never ask you to download any software onto your PC or mobile phone.

What you can do to protect yourself

• Never give out your personal details to someone who has called you unexpectedly.
• Never download any software onto your PC or mobile phone when asked by someone over the phone or by email – even if you think you are speaking to a trusted organisation.
• Never give anyone your Digipass number or your Digipass PIN. Triodos will never ask for this information.
• Do not let someone else use your Digipass – even a colleague or family member. Your Digipass is assigned to you as an individual and must only be used by yourself. If you leave your place of work, please let us know and we can arrange for your Digipass to be cancelled.
• If you are unsure about someone who has called you claiming to be from the bank or another company, hang up and call back on the company’s published telephone number.

If the text is from a sender you know, or from a shortcode (five to eight digits long):

• Reply ‘STOP’. You shouldn’t be charged for this, and it will let the sender know you don’t want to receive their text messages.
• If you’re unhappy about receiving the text or continue to receive them after asking the sender to stop, you can complain to the Information Commissioners Office (ICO) on 0303 123 1113 or online.

If the spoof text message (sometimes known as smishing) is from an unknown sender, or from an organisation you’re not familiar with:

• Do not reply or click on a link in the text. Responding confirms your number is active and could result in you receiving more messages or calls.
• Report the spam text to your network operator. Simply forward the text to 7726. An easy way to remember ‘7726’ is that they’re the numbers on your phone keypad that spell out the word ‘SPAM’. You may get an automated response thanking you for the report and giving you further instructions if needed, like forwarding on the number the spam text message was sent from. You won’t be charged for forwarding spam texts to 7726.
  

If someone accesses your business account without your authorisation, we’ll refund the full amount of money taken from your account, as long as you:

• have not given someone else your security details (including your digipass PIN)
• have used reasonable care when using internet banking (e.g. logging out at the end of each internet banking session and not leaving your computer unattended while logged in)
• inform us as soon as possible of any security breach or potential breach
• have not acted fraudulently
• have taken all reasonable precautions to safeguard your personal and financial details. Read our terms and conditions below for more

This is when fraudsters send fake invoices claiming to be from a real business you work with. Sometimes they hack the emails of your supplier to send the invoice, so the email address is genuine, but the payment details are changed to those owned by the fraudster. It’s sensible to call your suppliers on the number on their website to verify their payment details before you pay new account details for the first time.

Steps you can take to protect against invoice fraud:

• Check invoices carefully
  All staff who process supplier invoices and have the authority to change bank details should check supplier names, addresses, invoice amount and bank details to ensure they’re correct.
• Verify payment changes
  If a supplier asks to update their payment details, always verify it with them by calling the number on their website.
• Follow up invoice payments
  When you pay a supplier invoice, let the supplier know the payment has been made, confirming the amount and bank details paid into.
• Check bank statements carefully
  Report all suspicious debits to your bank immediately.
• Call suppliers back
  If you are suspicious about a phone request, say you’ll call the supplier back. Use the number published on their website or saved to your phone so you know it’s the genuine number you’re calling.
• Review public information about your suppliers
  Fraudsters often thoroughly research suppliers of organisations so that they can convincingly impersonate them. It may be a good idea to remove any information about your suppliers from your website and other public materials.

It can be very difficult to spot a fraudulent call. The best thing you can do if you get an unexpected call – especially if the person is asking you to make a payment or move funds, or rushing you to make a decision – is to call the organisation back on the number published on their website.

Fraudsters may call you or someone in your team and pretend to be a well-known business like BT, the bank, HMRC, the police, a supplier or even another person in your business.

Examples of what a fraudster might ask you to do:

• Move your money to a safe, secure holding account
  Fraudsters often call businesses pretending to be from their bank. They may ask you to move your money to a safe account because of suspected fraud or risk to your account. In reality, this ‘safe’ account is controlled by the fraudster. Hang up and report it to Action Fraud UK and your bank.
  
• Change the payment details of one of your suppliers
  Fraudsters often impersonate suppliers and ask businesses to pay into a new account – controlled by the fraudster. Check the caller is genuinely your supplier by calling back on the number on their website or, better still, by calling your direct contact at the company.
• Download something – software, a programme, app or other online tool
  Fraudsters may tell you there’s something wrong with your computer and it’s not secure. By downloading some software, they’ll be able to fix it for you. They might even offer you compensation or a refund for this inconvenience. In reality, the downloaded software could give them access to your computer. They may ask you to log in to your internet banking so they can issue your refund, when really they’re asking you to authorise payments into their own account. Triodos will never call you out of the blue and ask you to transfer money into another account, or download something onto your device.
• Tell them your Digipass codes
  Your Digipass codes give permission for money to leave your account. Never give these codes, no matter what they tell you. We will never ask you for these codes.
  

If you receive a call from Triodos, we’ll be happy for you to question who we are and call us back on the number published on our website, just to make sure. If you can, call us back from a different phone, as an extra safety precaution. Fraudsters can clone numbers, so it may look like the number we use to call you.

We will never call you to ask you to transfer money or for your Digipass codes, and we will never ask you to download software onto your device. If someone calls pretending to be from Triodos, and they ask you to do these things, hang up immediately and report it to us on 0330 355 0355.

CEO Fraud is when cyber criminals hack into company email accounts, or set up a fake personal email account, to impersonate the CEO, Managing Director or senior staff and ask an employee to make payments to an account managed by the fraudster. They’ll typically target a company's finance department, but may also target other employees who have authority to make payments.

Usually the request sounds urgent, to panic the employee into acting without thinking and going through the usual checks and balances. The kinds of payments they’ll ask you to make are invoices for a supplier, utility or service, or products the company needs.

Fraudsters try getting money from organisations by sending fake emails and texts to gain access to their internet banking details. It can be difficult to spot a fraudulent email, but there are things you can check for clues it’s a fraudulent email.

• Check the sender email address
  Always check the sender’s email address to make sure it’s from the person you think. Fraudsters can change the ‘From’ name so it can look like it’s come from your bank, or a person’s name. If you hover over the name, the sender’s email address should be displayed. If it’s a company email address, an online search of the email address will often tell you if it’s a genuine address.
• Call the sender
  If you get an unusual request from someone you know, asking you to transfer money or download something onto your computer, and the email address looks genuine, there’s a possibility their email account was hacked. To be safe, it’s best to call them to make sure they sent the email and really made the request.
• Look for spelling mistakes
  Scam emails can often look odd, with a messy layout and spelling mistakes.

Common email and text scams to look out for:

• CEO fraud
  Fraudsters email employees pretending to be the owner or CEO of the organisation, asking them to make a payment or transfer.
• Supplier fraud
  Fraudsters pretend to be your supplier letting you know their payment details have changed.
• Invoice fraud
  Fraudsters send fake invoices claiming to be from a real business you work with. Sometimes they hack the emails of your supplier to send the invoice, so the email address is genuine, but the payment details are changed to those owned by the fraudster. It’s sensible to call your suppliers on the number on their website to verify their payment details before you pay new account details for the first time.
• Pretending to be a business
  In these messages, texts or emails, you might be asked to click a link that takes you to a fake website – for example, the website might claim to be the Triodos Bank website (See ‘How to check that a website is genuine’). On this site you could be asked to give your internet banking details. We will never send you a link to the login pages of internet banking.
• Spyware in links
  Some scam emails ask you to download something onto your computer or network – this could be a link to a website or an attachment. This tool could spy on your computer or lock you out until you pay a ransom or reveal your bank security details.
• Smishing (fraudulent text messages)
  These are text messages that appear to be from well-known businesses, claiming you need to click the link to update your details. Often the links are disguised with short links – like bitly links, e.g. https://bit.ly/2kwosxu. Tempting as it is to use the link, contact the company using the details on their website to verify that they sent the text, and that it’s safe to click on the link. Fraudsters will impersonate these companies to obtain your valuable information.
  

Contact us immediately on 0330 355 0355 (or if abroad on +44 (0)1179 739339) if:

• You’ve lost any of your security details or think they have been stolen
• You think someone else may be able to use your security details

For fraud related queries, we're available 8am-6pm Mon-Fri (9am-6pm Thu), and 10am-4pm weekends.

Once you've contacted us we'll ask you for all information you have about the loss or theft and may require you to report it to the police

We also advise you to report it to Action Fraud – the UK’s national fraud and cyber crime reporting centre:

• Call: 0300 123 2040
• Report it online: actionfraud.police.uk

We undertake monitoring on customer accounts and transactions to identify suspicious activity that could potentially be fraudulent. If we identify suspicious activity on any of your accounts, we will contact you to verify whether it is genuine. We may delay or decline transactions, or block your account until we can confirm the authenticity of requests received. When we contact you, we will ask you security questions but these will not include any information about your internet banking log in details. If you receive a call claiming to be someone from Triodos Bank and you are suspicious call us back on 0330 355 0355 and our Contact Team will be able to confirm if it was a genuine call.

We take all incidents of fraud or suspected fraud seriously and understand it can be very worrying for our customers. We have systems in place to help monitor and protect against fraud but in some instances you may be concerned about a transaction. If so please contact us as soon as possible. For further information on safeguarding yourself against fraud please see the Take 5 campaign information.

Criminals are experts at impersonating people, organisations, and the police. They spend hours researching you for their scams, hoping you’ll let your guard down for just a moment. Stop and think. It could protect you and your business’ money. Before making a payment, follow the advice fromTake Five to Stop Fraud:

• Take a moment to stop and think before parting with your money or personal information. It could keep you safe.
• Ask yourself, could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.
• Do your research and be suspicious of any too-good-to-be-true offers or prices.
• Remember, your bank or the police will never ask you to transfer money to a safe account.

When you are making a payment:

• Always follow any advice or warnings from your bank or payment service provider.
• Your bank might ask you extra questions about a payment. This is to help keep you safe. Always answer these questions truthfully. If someone is asking you to lie or telling you what to say to your bank, then it’s very likely to be a scam.
• It might take slightly longer for a payment to leave your account. This is so we time to do extra checks to keep you safe from fraud.
  

Social media fraud can be many things. It could look like:

• An unusual message from a friend, colleague or family member on Facebook, Twitter, LinkedIn or other social media platform. Fraudsters sometimes hack social media accounts to scam people into sending them money or personal data. If you get an unusual request like this, call your friend on a number you trust to make sure the message is real.
• A request to connect with you or a message from an account you don’t know. Often these have lots of spelling mistakes or a messy layout, but not always. It’s best not to accept a request to connect with someone or give consent for them to message you unless you know who they are and trust them.
• Competitions and quizzes. If you have to give personal details to enter a competition or quiz, make sure you trust the owner of the quiz or competition and that they are a genuine company. Quizzes and competitions are often created to capture participants’ personal information, which they can later sell or use against you.
  

No-one wants to imagine that one of their employees would commit fraud, but sometimes this happens. There are a few things you can do to protect your organisation:

• Never share your Digipass or PIN
  Digipasses are unique to each account operator, so if you allow someone else to use your Digipass it will be recorded as a payment authorised by you. If you have new staff or need to change an account operator, download the Business Banking change of account operator form and post it to Freepost TRIODOS BANK. We can set up each new staff member with their own Digipass and internet banking access. If you remove an account operator, please send the Digipass back to us.
  
• Employee checks
  Review your recruitment procedures and ensure you’ve got appropriate checks and references in place for candidates hoping to join your organisation, such as criminal record checks and references from previous employers. See the ACAS website for advice.
  
• Be aware of who has access to sensitive information
  Regularly check who can access important data and systems, such as customer or membership data, or financial information. When employees leave your organisation their access should be stopped. Access should only be given to employees who really need access to these systems or data.
• Create a whistleblowing policy
  This can support your employees to anonymously report suspicious activity they see in the organisation. Promote the policy so all staff feel confident and safe in reporting suspicious activity. For more advice on whistleblowing, see the gov.uk website.
  

Business (or corporate) identity theft is a type of fraud that involves a criminal stealing a company’s identity and using it to buy goods and services by establishing lines of credit with banks or retailers.

Organisations are often targeted because:

• They have bigger account balances
• They have higher credit limits
• Making large payments regularly isn’t suspicious
• Information is often freely available on their website or on the internet

How to protect yourself:

1. Protect company information
   Don’t share anything about your business online or publicly that could put your organisation at risk. Write a policy for your staff that includes guidance around social media use. Educate your employees about business identity theft so that they know what to look out for, how to help avoid identity theft, how to spot it and how to report it to minimise the impact.
2. Regularly review accounts
   Regularly review all account statements, credit reports, and business registration information.
3. Install security or anti-fraud software
   Invest in software that can assess risks and help identify fraud or suspicious activity.

We recommend you check that you have the necessary secure (SSL) connection with Triodos Bank.

How to check your secure connection with Microsoft Internet Explorer:

1. In the address line, HTTPS should appear instead of HTTP. The "S" stands for secure
2. Select "Properties" from the "File" menu
3. Next to "Connection" it says SSL x.y, where x.y = version number
4. Select "Certificates" for information about the certificate assigned to Triodos Bank (or double-click on the padlock in the browser status bar).

We’ve created this online resource to help you protect your business from fraud.

Share it with your team and regularly review it to help you protect what’s important to you.

We recommend that you:

• Review who can authorise payments and how much
  Review your internet banking payment limits and authorisation in your internet banking or by calling us. Confirm how many people have a Digipass and access to your internet banking. A Digipass should never be shared - please request a Digipass for every individual who requires access to internet banking. What levels of authorisation do payments need? Decide if you want two people to authorise a payment over a certain amount to ensure each payment is double checked. We can set this up to suit your needs.
• Create a training schedule
  Regularly educate your employees about fraud risks to help them spot and handle fraud. You can share resources like our how-to guides, and signpost them to websites like Action Fraud UK. In-house training could include regular emails about fraud, test emails to practise how to spot a fraudulent email and how to respond, and yearly refresher workshops. The training is not about scaring your employees, but helping them feel in control when they suspect fraud, and confident in how to respond.
• Introduce a payment process
  Create a process document that outlines all the steps that should be taken to authorise a payment, including checking the authenticity of the payment request and payment details.
  
• Introduce a fraud policy
  Make a policy that clearly outlines how employees can use their work devices, and ensure they understand it and follow it carefully. Your employees should never download apps, software or programmes onto their work devices or click on links in suspicious emails or messages. They should also be sensitive about what they share on social media and what they email to their personal email addresses from their work account.
  
• Install anti-fraud software
  There’s plenty of software you can use to help you assess risks and detect fraud, including alerts for risky activity on a corporate device. Having up-to-date anti-fraud software reduces the risk of cyber attack, malware, ransomware, data breaches and ultimately losing the business money.

You can also find in-house training at:

• Gov.uk
  
• National Business Crime Centre
  
• The National Cyber Security Alliance (NCSA)
  

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.

To prevent unauthorised access and viruses being downloaded onto your computer, you should use a firewall and anti-virus software.

A personal firewall is software that protects your computer against abuse from hackers and warns you if someone tries to gain access to your computer.

This type of protection is very important for computers that have a permanent internet connection, e.g. with an (A)DSL (broadband) or cable connection.

Here are some tips for using your firewall and anti-virus software effectively:

1. Make sure you always install the most recent updates
2. Make sure the anti-virus software is always activated, even when you are not connected to the internet
3. Make sure you set up the anti-virus software to scan your entire computer regularly
4. If an active anti-virus programme or firewall causes problems with Triodos internet banking, please check the settings of the anti-virus software and the firewall Internet banking security
5. Only install software of known origin and integrity

Do not save encrypted pages on your hard drive. It is standard practice not to save encrypted pages in your browser. This ensures that other users of the same computer cannot access these pages when you are finished with them. You can check and if necessary change the security setting for your browser. With Microsoft Explorer proceed as follows: 

1. select "Internet Options" in the "Tools" menu 
2. go to the "Advanced" tab 
3. under "Security", activate the "Do not save encrypted pages to disk" option.