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.

You need to be a UK resident to be eligible to apply for any of our savings and deposit accounts.

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.

Our savings rates are not directly linked to the Bank of England Base Rate, and it is just one of a number of factors we must take into consideration when deciding what they should be.  We need to take some time to ensure that all factors are carefully considered and find the right balance between the value we give to our borrowers – the sustainable organisations we support – and what we can give back to our customers who save with us.

By striking a balance between the rates paid to savers and charged to borrowers we can create a banking environment that promotes stability, fosters positive change, and contributes to a better future for all. We are committed to offering the best interest rates we can afford and will always pass on as much of the Bank of England base rate change as quickly as we can. 

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.

To request a change to your existing payment limits you can:

Send us a written instruction signed in accordance with your account mandate.

Or send us a chat message in Internet Banking - if your request needs multiple people to authorise it they must all send us a chat message requesting the change.

However if you also need to amend the details of your account operators you can change this and your payment limits by filling in a Change of Account Operator Form.

If you don't have Internet Banking, you can apply using our application form.

Best buy tables on mainstream comparison websites often compare savings and other banking products on interest rates only, but don’t account for sustainability or ethical criteria.

Triodos Bank prioritises people and planet over profit maximisation and is committed to sustainable banking practices. This means we are different to a lot of other banks.  But we still care about providing high-quality products and services and know we must offer fair and competitive rates.  

Key to this is offering the best value to savers we can while ensuring our long-term stability so that we can help create the impact that our customers want in the real economy. This is about finding the right balance between the value we give to our borrowers – the sustainable organisations we support – and what we can give back to our customers who save with us.

Other banks’ savings accounts often feature time-limited offers or bonus rates, whereas we focus on providing an everyday, good value range of savings products that are simple and easy to understand. When our rates go up they increase on all our variable products not just some, so we don’t leave customers languishing on very low rates. And new customers do not get a better rate than existing customers on the same variable product.

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.

It will depend on what type of account you have. Fixed rate accounts will not change because the interest rate is set at the start date of the term. Rates on variable rate accounts will be reviewed whenever the base rate changes. If the rate on your account increases, we will let you know within 30 days of the change. If the rate decreases, we will let you know at least 14 days before the date of the change. The current rates on all our products are available in our interest rates for savings accounts and interest rates for business accounts. 

Our savings rates are not directly linked to the Bank of England Base Rate, and it is just one of several factors we must take into consideration when deciding what they should be.  For example, the proportion of our lending that is fixed and doesn’t move with the base rate, and the overall balance between savings and loans are just some of the factors that then affect how much interest we pay savers.

We will always review our rates when the base rate changes and will pass on as much of any change as we can.  If the rate on your account increases, we will let you know within 30 days of the change.  If the rate decreases, we will let you know at least 14 days before the date of the change.

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.

The base rate is set by the Bank of England and is the amount of interest it pays to all banks and building societies in the UK. Increasing or decreasing this rate helps to control inflation and influence overall borrowing in the economy.

As a result the base rate is a critical factor in how much banks and building societies charge the people and organisations who borrow money, and this influences how much interest can be paid to the people and organisations who save money.

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.
  

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.

In 2010, the United States (US) Treasury announced the Foreign Account Tax Compliance Act (FATCA). It is intended to prevent tax evasion by US citizens, residents and organisations through the use of offshore accounts and is a key change for international information exchange policy. Under FATCA, Financial Institutions must comply with a number of obligations, including reporting on accounts held by US persons, including organisations.

A number of governments, including the UK, have signed agreements to exchange data with the US. Triodos Bank must check customer records and accounts to identify US account holders and report information on them. To do this we introduced new procedures from 1 July 2014.

For more information please visit the HMRC website or speak to your tax advisor.

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

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.

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 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.