If you'd like to write to us, you can do so freepost at:

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.

For first class mail, you can post in the normal way to:

Triodos Bank
Deanery Road
Bristol
BS1 5AS

As an online bank, we don't provide counter banking services, but we're always pleased to meet with our business customers - simply make an appointment with your relationship manager.

Our regional business banking offices can be found at:

Triodos Bank
20 Old Bailey
London
EC4M 7LN

Triodos Bank
Abbey House
83 Princes Street
Edinburgh
EH2 2ER

You can request a temporary increase to your account daily payment limit in either Internet Banking or the Triodos Mobile Banking App. You can increase your limit up to £2 million for Savings Accounts, or £3 million for the Personal Current Account. You can set your higher daily payment limit for up to seven days.

Personal Current Account Payments

When paying another account with another bank, for payments over £20,000 you will need to request a temporary payment limit increase. Once you’ve made the request for the temporary limit increase it can take a minimum of four hours for it to take effect. CHAPS payments must be made before 2pm if they need to be received by the end of that working day. Foreign payments must be made before 1pm if they need to be sent that day, but please be aware they can take up to 10 working days to arrive. We therefore recommend you make the temporary daily limit change the day before to ensure you can make the CHAPS or foreign payment on time. You can set the maximum temporary limit increase of £3 million for up to seven days.

As with all payments, please check the bank details you are paying to are genuine and correct before making the payment.

Savings Account Payments

If you want to make a payment for more than £20,000 you will need to request a temporary limit increase and wait a minimum of four hours before you can make the payment. You can set the temporary limit increase for up to seven days and the maximum you can pay is up to £2 million per day. Payments over £100,000 in one day will have to be made as a CHAPS payment with a fee of £20.

If you are paying more than £20,000 in one go from your Savings Account to your Personal Current Account, to then make a CHAPS payment of over £20,000 to another bank account, you will need to increase the payment limit on both of your accounts.

How to make the temporary payment limit increase

You will be able to make the temporary limit increase in the Triodos Mobile Banking App or via Internet Banking.

In the Triodos App go to ‘More’ then ‘Account Settings’ and select the account you wish to apply the temporary change to. From there, choose ‘Daily limit per transaction’ and fill in the temporary change with the amount and for how long you’d like this temporary change to be available.

In Internet Banking go to ‘Self Service’, ‘Account Settings’, ‘Daily Limit’, here you can request the temporary payment limit change.

Once you’ve submitted the request you’ll need to wait four hours before it goes live, we’ll send you an email confirmation once it has.

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.

Vishing is where a fraudster uses voice messages or phone calls to try to steal identities, and financial information like your PIN, card details and Digipass code.

The term comes from the combination of ‘phishing’ and ‘voice’. Phishing is where fraudsters use email, regular phone calls and fake websites to dupe people into giving them personal details and financial information.

Vishing is specifically the use of a VOIP service (Voice Over Internet Protocol, or an internet phone service), which enables fraudsters to communicate with their potential victims via automated voice messages and the phone keypad.

Vishers can create fake caller ID profiles so that their phone number seems legitimate, and vishing requests sound urgent, to panic the victim into acting without thinking.

Examples of vishing:

• Your bank account has been compromised
  You receive call from what appears to be Triodos Bank’s phone number. When you answer, you hear a recording pretending to be from Triodos, saying that your bank account has been compromised, and you need to call a freephone number to reset your security details. Calling this number, you would hear another automated message asking for your bank account number, Digipass code or other personal details via the phone keypad.
• You’re eligible for a loan
  You are offered loan or credit terms too good to be true (they probably are), and to receive the money, you just need to pay an upfront fee or provide your security details.
• You’re due a refund
  You receive a message that says you are due a refund. This is usually someone claiming to be from a trusted organisation. If you opt in – usually by pressing a number on your telephone - you will be redirected to a call centre agent who will attempt to defraud you or steal your information.
• Don’t miss this investment opportunity
  An automated voice message tells you about an investment opportunity too good to turn down. You’ll be encouraged to transfer money to invest in a company or service that doesn’t exist.
• You’ve won a prize
  Victims hear an automated voice message about a free offer or prize, and just need to pay postage, redemption or admin fees to claim. There’s often a deadline to hurry people into handing over their card details.

What you can do

If you receive an unexpected phone call with an automated response, hang up, search for the company’s genuine contact details online and check whether the call was legitimate. If it was, the company will be able to help you, and if it was a vishing attempt, letting the company know enables them to take action, and you will have protected yourself from fraud.

If the call relates to an investment opportunity, check the FCA register to see if the investor is regulated, and confirm the company exists by checking Companies House.

How to report a vishing scam

If you think you have been a victim of a vishing attack, call us immediately on 0330 355 0355. Then report to the FCA using their reporting form.

If you have lost money to suspected investment fraud, report it to Action Fraud on 0300 123 2040.

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.

To top up a Triodos cash ISA you can:

• Make an online payment from another account (either an account with another provider or another Triodos account that allows withdrawals).
• Send us a cheque if the Triodos cash ISA you want to top up accepts cheque.

The following accounts do not accept cheque payments:

• Online Cash ISA
• Fixed Rate Cash ISAs

If you want to deposit a cheque, please post it along with your account details or a paying-in slip to: ‘Freepost TRIODOS BANK’ (no stamp required)

The Triodos Bank sort code is 16-58-10 and you can find your Triodos cash ISA account number by logging in to your account online or via the Triodos Mobile Banking App, or by checking your bank statements.

You can send money from your Personal current account via Internet Banking or the Mobile App.

There are daily limits set depending on the type of payment and how you authorise the payment. The Faster Payment limit is cumulative and includes all amounts authorised on that day, even payments set for a future date. You are able to make multiple Faster Payments a day, but once the daily limit is reached, the payment needs to be made as a CHAPS payment, with a fee of £20.00.

See below for the daily authorisation limits for Faster Payments and CHAPS.

Faster Payments (Free of charge)

Digipass - Up to £20,000

Mobile App passcode - Up to £250

CHAPS (£20 fee)

Digipass - Up to £3m

Mobile App passcode - Up to £250

If you opened your account through the Mobile App and went through the ID and selfie check you can authorise payments up to £20,000 with your mobile passcode.

If you are making payments above £20,000 there are new daily payment limits. Please click here for more information.

If you have a savings or Impact Investment Fund Cash Account and use the Triodos Mobile Banking App or a digipass to login to internet banking you can amend, remove and add nominated accounts by following these steps:

Internet Banking:

1. Login to Internet Banking with the Triodos App or your digipass.
2. Go to Self Service, then Account settings to view your existing nominated accounts.
3. To change one of these, select the one you would like to change or remove.
4. To add a new nominated account, select ‘add’.

Mobile App:

1. Select ‘More’ then choose Account Settings and select a savings account to view your existing nominated accounts.
2. To change one of these, select the one you would like to change or remove.
3. To add a new nominated account, select ‘add’.

The new nominated account must be a sterling account in your name with another UK bank or building society or an existing Triodos UK account that allows you to transfer money in.

For joint accounts, one account holder can make a change in Internet Banking or the TriodosApp. Both account holders will receive an email letting them know that a change has been requested.

For fraud prevention reasons, after you submit your request to change or add a nominated account, there will be a 24 hour wait period until the change becomes effective. However, if a nominated account is removed, it will occur immediately.

You are not able to use Internet Banking or the Triodos App to update nominated accounts for the following situations or accounts:

• If you are a username and password customer

• If you operate the account through Power of Attorney

• If you manage your account by post

• Depository Receipt Cash Accounts

• Junior Cash ISA or Right Start Saver accounts

For these situations please send us a signed, written instruction by post to: 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.

For first class mail, you can post in the normal way to:

Triodos Bank
Deanery Road
Bristol
BS1 5AS

The instruction must include the details of the new nominated account (including the account name, six-digit sort code and eight-digit account number) and must be signed in accordance with the signature form previously returned to us. For joint accounts, the instruction must be signed by both account holders.

The new nominated account must be a sterling account in your name with another UK bank or building society or an existing Triodos UK account that allows you to transfer in funds.

Please note we will not be able to process any written instructions unless we can verify your signature with the one held on our records.

The digipass plastic is recyclable and in line with our sustainability commitment so please send in broken, old, damaged digi passes using the freepost address - Freepost TRIODOS BANK - and we will recycle it securely for you.

While setting up your Triodos App you provide two things:

1. Photos of your ID

To verify your identity and match the details to those we have for you. A fraudster couldn't use their own ID, as their details will not match the information we already hold. The photos you take are from different angles so we can identify fake documents and ensure no one else is attempting to access your account.

2. A live recording of your face

To compare this to your ID, and confirm that it is you setting up the app. This prevents a fraudster from gaining access to your accounts using a fake copy of your ID. This is a digital version of an ‘in-person’ identity check that happens at a high street branch of a bank.

Then you simply choose a passcode which will be linked only to your device. This means that no one else can use your passcode to get into your accounts on their device.

Your ID photo and selfie recording will be held and protected by Triodos Bank and our digital identity verification partner, Fourthline. Please see our Terms & Conditions for more information and our Privacy Policy for how we hold and protect your data.

Yes, you can. You may find it helpful to rename your accounts to make identifying and distinguishing them a bit easier. To do this, go into ‘Account settings’, select the account you would like to change the name of, then click on ‘Account name’. Once here you can amend the account name.

The Triodos Mobile Banking App is available to all personal customers. It’s not currently available for business accounts.

Do not respond to any email that asks you for information about your internet banking log in details. If you have received a suspicious email, do not respond and call our Contact Team as soon as you can during our opening hours on 0330 355 0355 to check if it is a genuine email.

Our opening hours are published on our help and support page.

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’.

Did you know you can now replace your digipass with the Triodos Mobile Banking App? Find out how.

If you need a new digipass because the battery is low (when it displays 5%) please let us know and we will send you a replacement. You should receive this within 5 business days.

We will replace your digipass free of charge when the battery level is 5% or less. In our experience when it proactively displays “Low Battery” it will still have quite a long battery life left. You can find out the amount of battery left on your digipass by following these instructions:

If you have the older style navy blue digipass:

• Turn it on by pressing the red power button.
• Press the letter “T” button five times until the display shows “TEST BATT?”
• Press the “=” sign.

The display will tell you what percent of battery you have left.

If you have the green digipass:

• Turn it on by pressing the OK button on the lower right of the digipass.
• Press the “>” button four times until you see “5. Info” on the screen.
• Press OK.
• Press the “>” button three times until it states “4. Battery level” on the screen.
• Press OK.

The display will tell you what percent of battery you have left.

It's free to download and available via the App Store and on Google Play.

To download the app you'll need a compatible smartphone or tablet - running Apple iOS 14 or higher, or Android 6.0 or higher.

The Triodos Mobile Banking App is currently not available for business accounts.

If you are not a Triodos customer yet, find an account that suits you.

The notice period has been removed from Triodos Cash ISA, Triodos Saver and Triodos Charity Saver.  As a result these are now instant access accounts and no early access penalties will be applied.

For Fixed Rate ISAs withdrawals are not allowed until maturity. The only exception to this is if you close the account and/or transfer the full balance to another ISA.  Early closure will result in an early access charge being applied equivalent to a number of days of interest.

2 year term – 180 days’ interest

3 year term – 270 days’ interest

The charge will be taken from the account balance, so you may get back less than originally deposited. In exceptional circumstances the early access charge can be waived at our discretion.

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 you no longer require your digipass please return to us using the freepost address - Freepost TRIODOS BANK - and we will recycle it securely for you.

Please contact us by sending us a chat message in Internet Banking or call us on 0330 355 0355.

No, we don't currently offer Apple Pay or Google Wallet (Google Pay or Android Pay) however we are working towards offering Apple Pay and Google wallet in the future. In the meantime there may be some providers which allow you to register your card to be able to use a mobile wallet. 

For card related fraud, block your card in the Triodos Mobile Banking App or in Internet Banking. Then, please call us on 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) to speak to our 24/7 card services department.

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

We’ll ask you for all relevant information related to the scam, loss or theft and in some cases may ask you to report this to the police.

We’ll advise you on any next steps, and we may provide you with advice to help keep your account secure whilst we investigate.

Where Fraud is confirmed you should also 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

If your card or security details are used to make a payment or transfer without your permission, we will refund the full amount (minus £35 where applicable) of the payment as soon as is operationally possible. This includes repayment of any interest or charges incurred as a result of the payment. However, you must notify us as soon as possible and no later than 13 months after the debit date. After this time we will not be able to issue a refund.

You may have to pay up to £35 if:

• Your card is used after being lost or stolen
• You fail to keep your security details safe

You may be responsible for money taken from your account up until the point you report it to us, if you:

• Don’t keep your card or security details secure
• Don’t tell us as soon as possible that your card is lost or stolen
• Share your card, digipass or security details with a third party
• You were aware that your account had been compromised at the time that the payment was made and you failed to tell us.

You will not be responsible if you’re unable to notify us because our phone lines are unexpectedly unavailable or closed, as long as you call us when our lines open the next day.

A nominated account is an account in your name(s) with either another UK bank or building society, or an existing Triodos Bank UK account that allows you to transfer funds.

You need a nominated account when applying for one of our accounts online and your opening deposit must be made by electronic transfer from your nominated account. Also if you want to transfer money from your account online, you must do so to your nominated account or another Triodos Bank UK account in your name.

You may have up to three nominated accounts. In the case of sole Account holders, they must all be personal accounts held in your name. In the case of joint Account holders, you may choose one joint personal account held in both your names and one sole personal account each.

Identity fraud happens when someone steals and uses your personal information to buy products or services. They get hold of this information in many ways - taking post from your bin, looking for information about you online, or contacting you directly, pretending to be from a real organisation.

There are several things you can do – offline and online - to protect your personal information. Here are a few tips.

Protect yourself offline:

1. Shred your post
   Shred or cut up your post before putting it in the bin, so your name and address cannot be stolen.
2. Redirect your post
   If you move house, ask Royal Mail to redirect your post for at least a year.
3. Be tidy
   Don’t leave things like bills or personal documents lying around for others to see. Even on your work desk.
4. Know your bank
   This sounds like an odd one, but knowing how your bank will and won’t contact you can help you spot fraudulent emails, texts or calls claiming to be from your bank. If a bank statement or new bank card doesn’t arrive, tell your bank or card company immediately.

Protect yourself online:

1. Create complex passwords
   Create strong passwords and different passwords for every online account you have (email, online banking, social media, retail websites etc). Avoid using personal information in passwords, like names of family, school, pets, cars. This will reduce the likelihood that someone could guess or hack your password and access other platforms you use. You might find a password management tool useful.
2. Use anti-virus software
   Protect your internet-connected devices with up-to-date security software, and make sure you install all official software updates and security fixes on your devices.
3. Connect with those you know
   Don’t accept invitations from people you don’t know on social media sites.
4. Be wifi wise
   Public wifi connections and Hotspots can be hacked and used to see what you’re doing online. Whilst it’s fine to use public wifi for browsing, never use it for buying something, logging in, online banking, filling in forms – or anything else that requires your personal or card data.
5. Be private
   Double-check that your social media profiles are private so that you’re only sharing information with people you know.
6. Think before you post
   Before you post anything on social media, forums or online platforms, make sure you’re not revealing any personal information – even pictures of your car registration can be used to get your address from DVLA records.

You can send money from your Personal savings account via Internet Banking or the Mobile App.

The daily limit is £20,000.00 per day for Personal savings account customers.

If you opened your Online Saver/ Online Saver Plus via the Mobile App and went through the ID and selfie check you can authorise payments up to £20,000 with your mobile passcode.

If you need to make a single payment over £20,000 you can request a temporary limit change, for more details click here.

If you have another smartphone or tablet, you can download the Triodos Mobile Banking App from the App Store or Google Play and set up access on there.

If you need to purchase a replacement device, your debit card will still work in the meantime.

This means you can still:

• pay for a replacement device in store (or make other purchases)
• withdraw cash from an ATM (please remember the daily withdrawal limit from any ATM is £300 unless you have amended this in your settings).

If you are struggling to manage your account or make payments while you are replacing your device, please call us to discuss how we can help you during this period.

Please refer to our Contact, FAQs & Help page, or call us on 0330 355 0355 or +44 (0)117 973 9339 if you are not in the UK.

If you are calling outside of these hours, you can still speak to our card services at any time 24/7.

If you are unable to call us, and you don’t have the ability to borrow a phone from a friend or family member, you can email us on [email protected] and mark your email subject as ‘Urgent’. Your email must come from the email address which is registered with us. We will endeavour to respond to your email as soon as possible. Please be aware that email contacts are not usually supported and so should not be used as a regular means to contact us.

The Internet Banking log in screen has three different tabs for you to choose from.

• Log in with digipass.
• Log in with username and password.
• Log in with Mobile App.

Select the option that is right for you and follow the on-screen steps.

If you are a business customer and have requested a digipass that hasn’t arrived, or you have lost a digipass, please contact us.

Investment fraud comes in many forms, but is typically when someone poses as an investment service provider, Financial Advisor or fund manager to convince you to transfer large sums of money into a company or service that doesn’t actually exist.

They can create convincing-looking websites and adverts, and send you emails, texts and automated voice messages offering investments that sound too good to be true. They often are.

Before you transfer any money:

• Always check the FCA's ScamSmart webpage for advice on being a ScamSmart investor
• Always check the FCA register to see if the investor is regulated and what they are regulated to do
• Always confirm the company exists by checking Companies House
• Always call the company on the number on their FCA register listing to confirm the correct payment details.

Genuine financial services will never:

• Cold call you
• Put pressure on you to invest
• Ask you to transfer immediately to lock in a deal or take advantage of a time-limited offer or special discount

As a general rule, if it sounds to good to be true, it probably is. Beware of promises of high returns and guaranteed returns with no risk.

>More fraud advice

Useful resources

• Money Advice Service - advice for choosing a financial advisor
• Age UK – Investment Scams

We've produced a short online video to show you how to set up your digipass and activate your online banking. Watch the video on Youtube now, or follow the steps below.

You can also sign into online banking using the Triodos Mobile Banking App, find out how to here.

To get started, you will need your digipass, the pin for your digipass and your security word. When you first use it you will be prompted to change your digipass PIN to something memorable. You can do this by following these simple steps:

• Switch the digipass on by pressing “OK”
• Then press button “1”
• Enter the four-digit digipass PIN we sent you and press “OK”
• You will now be prompted to enter your own new digipass PIN, which for your security must meet the following criteria:
  

• • It must be four digits long and different to the PIN we sent to you
  • It must not be sequential or identical numbers, such as “1234” or “2222”
  • It must not be easily obtained or guessed, such as using your date of birth
  • Please note, if your choice of digipass PIN isn’t considered secure enough the message “Weak PIN” will be displayed. If this happens press “OK” and you will be prompted to enter a different, more secure, PIN.
    

When your PIN has been changed successfully, an eight-digit code will be displayed.

To login to internet banking, continue to the Triodos homepage. Instructions on how to login are here.

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.

Contact us immediately on 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) if you think you've lost any of your security details or if you think they have been stolen or may be known by someone else.

You can request a password reset letter on our website at any time. This will cancel the old password to prevent access to your account by internet banking using the old password.

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.

Yes, you can. Once you have successfully set up the Triodos App on one device, you'll receive a confirmation email. You can then set it up on another in minutes by using the app on your first device. You won’t need to resubmit your ID and selfie.

Here’s how:

1. With your first device to hand, download the app (via Google Play or App Store) on your second device.
2. Tap 'Get started' and then 'Access my accounts'.
3. Choose 'I have the app on another device’.
4. Follow the on-screen instructions.

We do not charge for digipass or issuing replacements for personal customers. Please ensure that you keep the digipass in a safe place to avoid unnecessary re-issue. Please return any old/unrequired digi passes to us at or freepost address - Freepost TRIODOS BANK - and we will recycle securely on your behalf.

In order to safeguard your personal information and money we require a three stage login process for internet banking, one of which involves the use of a digipass. This is similar to the card reader facility at some other banks and is used along with other systems to ensure your finances are kept safe. We constantly review our security measures and publish guidance on steps that can be taken to prevent fraud such as the Take 5 campaign through FFA UK.

Identity theft is when someone steals your personal details. They might go through your post or rubbish to find bank and credit card statements. Or they might use social media sites, forums and other online platforms to steal your personal information.

Identity fraud is when someone uses your stolen identity to buy products or services, like credit cards, loans or mobile phone contracts.

You might not know your identity has been stolen until you get a bill, invoice or delivery for something you didn’t buy. Or until you receive a letter from debt collectors for debts that aren’t yours.

There are ways you can protect yourself, however. Read our How-to guide on how to protect yourself from identity theft and identity fraud.

The digipass is one of our current methods of logging in to Internet Banking, as we feel this provides a strong level of security. We have now introduced the ability to log in to Internet Banking and to authorise payments in Internet Banking using the Triodos Mobile Banking App. You can find out more about how to do both of those things, here.

Currently the Triodos Mobile Banking App is only available for Personal Current Account customers, or Online Saver and Online Saver Plus customers that have opened an account using the Mobile App. But over the coming months we will be rolling it out to all Personal Savings and Investments customers. If you are not a Triodos Current Account customer yet, you can apply here.

Fraud can affect anyone, and you can help protect your friends, family and neighbours by telling them about different types of scams to help them be savvy about fraud.

You can also help by looking out for signs that could mean they are being targeted by fraudsters:

• lots of junk mail – postal or email
• unexpected or suspicious calls, texts or emails
• visits from strangers
• lots of deliveries for things they don’t seem to need
• an unexpected change in financial circumstances, or money troubles
• uncomfortable talking about money
• unnecessary work to their house or garden
• a new friendship that seems out of place somehow

You can stop sharing your account information at any time. To withdraw consent you should contact your third party provider. You can also withdraw consent by logging into your Triodos Internet Banking and go to ‘Account Profile’ and then ‘Open Banking Consents’. If you use the Triodos Mobile Banking App you can find this under ‘More’, ‘Preferences and privacy’.

Once you have opened your Triodos Fixed Rate Cash ISA, you have 60 days in which to deposit as much of your ISA allowance as you want to. If you do not deposit your full allowance in your Fixed Rate Cash ISA you can invest the remainder in any combination of the rest of the permitted ISA types with Triodos or other providers.

We’ll investigate all fraud claims and we will let you know the next steps when you report the fraud to us, including any timescales for reimbursement. We may ask for additional information or documents to help us assess your claim, and we will ask for your consent to share information with the other banks involved.

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.

Our card department provides 24 hour transaction monitoring on the Triodos Debit Card and will block a transaction or a card if required. In this event we will send a text message asking you to call us. We will not ask for the card PIN, three-digit CVV code on the back of the card or any information regarding your digipass.

When you open an account with us, we need to obtain sufficient proof of your identity and address. We do this to satisfy our legal obligations and protect you, the public and Triodos Bank against fraud and misuse of the banking system. To help us verify your identity, we may use the details you provide to do electronic searches about you at credit reference agencies. They will supply us information from databases, including information from the Electoral Register and fraud prevention agencies.

Mobile onboarding is when you apply and open an account using the Triodos Mobile Banking App. The whole application process is completed using the app and includes taking photographs of your ID and a recording of your face - a digital version of an in-person identity check which removes the need to go into a branch.

Applying using our App is available for Personal Current Account, Online Saver, Online Saver Plus, Online Cash ISA, Fixed Rate ISA, Ethical Savings Bonds, Stocks and Shares ISA and Impact Investment Account applications.

If you think someone is being targeted by fraudsters or has fallen victim already, speak to them about it and reassure them that they aren’t to blame – fraudsters use various tactics to trick people into giving them money or private information, and anyone could be taken in. Many people can feel ashamed or embarrassed by falling victim to fraud, so it’s important for them to know there’s support available.

Help them to report it to Action Fraud. If they bank with Triodos, report it to us immediately by calling 0330 355 0355.

They could also talk to Victim Support - a charity that provides practical and emotional support to people affected by crime.

For more information, download a factsheet from Independent Age: Scamwise: Spotting, avoiding and reporting scams.

No, you can only open or hold one account (joint or sole) in any 12 month period.

Google Play services are required to activate the Mobile Secure Key on Android devices, so if your device uses MicroG libraries instead then unfortunately it will not be compatible. If you do not use MicroG and are experiencing this issue, then please call us on 0330 3550 355.

If we are unable to match the information you have entered on our password reset page with the information we hold on record you will need to call our Customer Contact Team on 0330 355 0355 or (+44) 117 973 9339 if you are not in the UK. We will be able to send a new password to you by post, this will be sent to your registered address. When calling us please have your account number and security details at hand.

If you are trying to log into Internet Banking for a Business account you do not need a username and password but will have a Digipass and PIN. 

Our friendly, Bristol-based Contact Team is here for you. Our opening hours are published on our help and support page. 

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.

We have partnered with digital inclusion charity AbilityNet to offer a free telephone support service to all customers who would like to know more about setting up and using the Triodos Mobile Banking App, as well as using Internet Banking on a laptop or desktop. To speak to someone from the AbilityNet team, call their freephone number 0300 180 0028 anytime to arrange a call back 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
• a contact telephone number (landline or mobile)
• when is a convenient time for them to call you back in the next working day.

Remember: employees at Triodos Bank and AbilityNet will never ask you for your digipass details or your username and password.

To start your application go to the Personal Current Account, or Online Saver or Online Saver Plus Applying using our Mobile App is available for Personal Current Account, Online Saver, Online Saver Plus, Online Cash ISA, Fixed Rate ISA, Ethical Savings Bonds, Stocks and Shares ISA and Impact Investment Account account page and follow the on-screen instructions to apply, providing your details and email address.

Your digipass requires the use of a 4 digit PIN. When the PIN is entered incorrectly multiple times, it will become locked and will provide you with a lock code.  If you receive a lock code on your digipass, please call us with your account number, security details, and digipass to hand. We will be able to help you unlock your digipass and log into internet banking. Our phone number is 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) and phone lines are open Monday to Friday, 8.00am - 6.00pm.

You will be able to make a temporary limit increase in the Triodos Mobile Banking App or via Internet Banking.

In Internet Banking:
Go to ‘Self Service', select ‘Account Settings’ then ‘Daily Limit’, here you can request the temporary payment limit change.

In the Mobile Banking App:
Go to ‘More’ then ‘Account Settings’ and select the account you wish to apply the temporary change to. From there, choose ‘Daily limit’.

Once you’ve submitted the request you’ll need to wait four hours before it goes live, we’ll send you an email confirmation once it has.

If you sell your mobile device on which you installed the Mobile App, uninstall it first.

It is a good idea to reset your device to factory settings before you pass it on or sell it. This way you can be sure that no personal information (messages, photos, videos) is left on the device.

To set up standing orders in the Triodos App or Internet Banking, choose the account you wish the money to be taken from and select 'Payments'. Enter the recipients’ details and the amount. Click the calendar icon next to the payment date to set the frequency of the payment and save your changes. Authorise the payment to complete the set up.

Standing orders are processed on working days, so if the payment you have set up is due to go out on a weekend or UK bank holiday, it will be processed on the next working day.

Banking apps can be safer than online banking as they are not prone to fraudulent activity such as phishing. Unlike your browser, apps have security built in and don't store your personal data on your device.

Banking apps are secured with a numeric code and biometric data, which means a third party cannot use your banking app.

All banking transactions are done via the app. A banking app encrypts your data before it leaves your device. As a result, no one can intercept your data.

At Triodos, we take security very seriously - visit our Fraud Awareness pages for more information on how we protect our customers and things you can do to stay safe online.

• Use a different, strong password for every social media account you have – ideally with special characters, numbers and lower and upper case letters.
• Don’t create passwords that contain personal information - fraudsters scan social media accounts for personal details and try to guess passwords and steal identities.
• Some fake accounts are created to capture personal information, so don’t give personal information to anyone you don’t know and trust.
• Don’t click on links if they’re not from a trusted website - some links can put a virus on your device.
• Always log off to prevent someone else accessing your account.
• Be mindful of what you share and post on company social media channels whose services you use. Social media is great for contacting companies directly to solve problems or give feedback. If you mention or message your bank, phone network or utility provider on social media, be aware that this information is public and fraudsters can use it to convince you they’re calling from these companies.
  
  

It’s important to keep your codes and PINs secret and your digipass safe. Here are some precautions you can take:

1. Destroy any PIN notification immediately after receiving it from us
2. Never write your PIN or security details in a way that might be understood by someone else or record them on any item or in any place that might be accessed by someone else
3. Take all reasonable care to ensure that no-one sees your PIN, password or security word when you use them.
4. Avoid a PIN that is easy to guess
5. Never share your digipass
6. Keep your digipass in a safe place

We will never contact you to ask you to reveal your internet banking PIN or password and we will never send you any emails asking for your security information.

Apple IOS

Settings > General > (Device) Storage > search ‘Triodos Bank’ here you’ll find what version you have on device

Android

Device settings > Tap ‘Apps’ or ‘Application Manager’ search for ‘Triodos Bank’ tap on the app to see the app info page

Your biometric personal data is required to help us establish and verify your identity and comply with legal requirements. It will be held by Triodos Bank and our digital identity supplier Fourthline to validate your identification in the future. Please see our Privacy Policy for information on how we hold and protect our customer data.

Once you have completed your application it can take 1-2 working days to open the account.

When your account is ready, we will send you an email confirmation. You can then open the Triodos App and start using your account.

This will depend on the type of payment.

For payments out of your account:

• Faster Payments will normally be received by the beneficiary within two hours of the payment being authorised but may take up to one business day.
• CHAPS payments authorised before 2.00pm on a business day will be received in the beneficiary account by the end of the day.
• The deadline for sending money outside the UK is 1.00pm, timings for these payments being received vary depending on where the funds are going to. Please allow up to 10 business days for them to arrive if they are being sent outside of Europe.

For payments into your account:

• Internal transfers will usually be received as soon as you submit the payment in internet banking.
• Faster Payments and Standing Orders usually arrive within one hour of being sent but can take up to one business day.
• CHAPS payments usually arrive within an hour of them being sent but can take until the end of the business day.
• International payment timelines into your account will vary depending on the sending bank/organisation.
• Cheques sent in by post are available for withdrawal on the third business day after they were added to your account. For example, if you send a cheque to us by post, and it is paid into your account on a Wednesday (Transaction date or T), the funds will be available for withdrawal on Monday (T + 3), although they are not cleared funds until the end of the following Thursday (T + 6).

Charges will apply for CHAPS and international payments. Please see our Personal Banking tariff for current and savings accounts for details.

If you are a Personal Banking customer using the Triodos Mobile Banking App, you can change your address and personal details via the Mobile App under 'More' > 'Personal information'.

If you don't use the Triodos App, you can change your details in Internet Banking by going to ‘Self service’ > ‘Personal settings’. To set up the Triodos App for quicker access to make future changes, download the app from the App Store or Google Play.  

If you have a postal account you can write to us with your old and new address details, your account number, telephone number and a signature. We will send you confirmation when your details are changed.

Check your device is fully up to date by following these steps:

1. Check you have the latest version of the Triodos Mobile Banking App by going to the App Store or Google Play and tapping ‘update’ if available.
   
2. Check you have the latest version of your device’s operating system by following these steps:

• iPhone: Settings > General > Software update
• Android: Settings > System > System update.

If you are struggling to take the photos of your ID, here are some tips:

• Find a bright area, without getting the reflection of a light on your ID
• Place your ID flat on a surface
• If you are using your passport and need to pin it open, do so on the very corner so you are not hiding any information, including the two lines of code at the bottom
• Ensure the whole of the ID is within the frame (it does not have to fit exactly and the surface behind it can be included), and that no part of is covered by a shadow or anything else.

You’ll be shown the photos you took before you move on. Check them carefully to ensure they are:

• Not blurry
• Not so dark or bright that you cannot clearly read the information
• Not covered in any part
• Fully within the frame.

If you are struggling to take the recording of your face, here are some tips:

• Stand against a blank background with no faces (real or photos) behind you and look directly at the camera
• Ensure your face is fully within the frame and the photo will take automatically. If it doesn’t, try moving your phone slightly back
• When instructed, keep your phone still and slowly turn your head to each side.
  

You can then check your photo to ensure it is:

• Sharp
• Well lit
• Capturing your whole face.

If you need to, you can re-take them all by clicking ‘Scan again’.

If you are unable to complete your identity check after following these tips, please call us on 0330 355 0355.

You have 15 minutes to complete the application. After this time the screen will time out and you will have to start again.

It’s simple and only takes about four minutes, but you’ll need your passport or driving licence and a strong internet connection.

1. Download the Triodos Mobile Banking App via Google Play or App Store.
2. Tap 'Get started' and then 'Access my accounts'.
3. Follow the on-screen instructions.

You can make a faster payment or CHAPs payment through Internet Banking or the Triodos Mobile Banking App. You’ll need to authorise the payment with either your digipass, your username and password or your Triodos Mobile Banking App passcode.

To make a payment in the app or Internet Banking, follow these steps:

• Log in and select the account you’d like to make a payment from. Select the green ‘Payment’ button.
• Enter the payment details and then at the bottom you’ll see two options – Faster Payment and CHAPS Payment. Select the type of payment you’d like to make. You can also set the payment date and make it a regular payment or Standing Order by selecting the calendar icon. 

Please bear in mind that Faster Payments will normally be received within two hours of the payment being authorised but may take up to one business day.

CHAPS payments authorised before 2pm on a business day will be received by the end of the day.

During the set up process we will ask for a live recording of your face so that we can compare it to the photos of your ID and confirm that it is you activating your Mobile Secure Key. This prevents a fraudster from gaining access to your accounts using a fake copy of your ID. This is a digital version of an ‘in-person’ identity check that happens at a high street branch of a bank.

Your ID photo and selfie recording will be held and protected by Triodos Bank and Fourthline, our digital identity verification partner. Please see our Terms & Conditions for more information and our Privacy Policy for how we hold and protect your data.

Check the code is not in your spam or junk folder. If it is not there, you can follow these steps:

1. Start the process again and enter your information. Don’t use abbreviations of your name and don’t use autofill in case it incorrectly completes the fields.
2. Carefully check the confirmation screen, particularly your email address, before submitting.
3. If you still don’t receive a code, it may be because the name you entered doesn’t quite match the one we hold for you. Do you have a middle name that you didn’t include?

If you are still unable to recieve a verification code after these checks, please call us on 0330 355 0355.

For more information about how much we’ll charge you for standard account services, please see our  Tariff of charges for personal customers.

All transactions, both to and from the Online Saver Plus or Online Saver accounts must be carried out by electronic transfer. As these are online only accounts, you cannot pay into your account by cheque. If any cheques are received by us, they will be returned to you. Funds relating to cheque deposit at R.B.S. /NatWest Bank will be returned by faster payments directly to the bank account on which they were drawn.

If your existing Triodos account is an online account, or if you've set up internet banking access, you can transfer money to an Online Saver Plus using internet banking (and subject to the notice period on that account). If you've not set up internet banking access for your existing Triodos account then you can either apply to do that below or alternatively please write to us with instructions for making the transfer.

There are help icons on each screen - simply press the [i] information icon in the top right-hand corner for help and support.

Please check your spam or junk mail inbox and that the email is correct.