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Triodos Bank complaints procedure

We will handle your complaint fairly, consistently and promptly.

We aim to provide a friendly, professional and accurate values driven service and actively encourage feedback about the service received from us. We are sorry if you are unhappy with your experience and want to know when things have gone wrong so that we have a chance to put things right. We will treat you fairly and reasonably.

At Triodos Bank any expression of dissatisfaction is considered a complaint and we welcome the opportunity to investigate the issue. This guide outlines what to do if you want to make a compliant and the steps we will take when investigating your complaint.

How you can tell us about your complaint

Get in touch with our Customer Contact Team:
Tel: 0330 355 0355 or 0117 973 9339
contact@triodos.co.uk

Write to us:
Complaints Officer
Triodos Bank
Deanery Road
Bristol
BS1 5AS

Or write to our Royal Mail registered freepost address (no stamp required):

Freepost TRIODOS BANK

Please address the envelope exactly as above and note that it will be treated as 2nd class post by the Royal Mail. Our opening hours are 10am – 5pm Mondays, 9am – 5pm Tuesday to Friday. At any other time you can request a call back using our automated system. We will do our best to call you back at the time requested, or as close to it as operationally possible.

What will happen next

When we receive your complaint we will try to resolve it immediately. However, if we can’t do this we will aim to resolve it by the end of the third business day from the date we received your complaint. We will send a written response to your complaint to confirm:

  • we have treated your expression of dissatisfaction as a complaint
  • the outcome of our investigation into the complaint
  • we consider the complaint to be resolved
  • a leaflet to explain how Triodos Bank handles complaints and what you can expect from us
  • your right to refer your complaint to the Financial Ombudsman Service (FOS), their website address and that there is further information on their website

In some circumstances we will need longer to investigate more complex issues thoroughly and enable us to provide a fair and informed outcome. Under Financial Conduct Authority (FCA) regulations we have up to 40 business days to respond, although we will do our best to resolve it as soon as possible. If we expect your complaint to take longer than three days to resolve we will write to you to let you know:

  • when we will next contact you
  • who is dealing with your complaint
  • how to contact the FOS

When we resolve your complaint on or after the fourth business day after receiving your complaint we will issue a final response. Our final response will tell you what our investigation has established, our decision and what we plan to do (if applicable).

What to do if you are not happy with our final response

If you are not satisfied with our final response or any aspect of how your complaint was handled please contact our Complaints Officer
detailing the issue in full:

Complaints Officer direct line:
0117 980 9784

Email:
contact@triodos.co.uk and put in the subject box: For the attention of the Complaints Officer

Secure message: Log into internet banking and in the subject box put ‘For the attention of the Complaints Officer’

Write to:
Complaints Officer
Triodos Bank
Deanery Road
Bristol
BS1 5AS

Or write to our Royal Mail registered freepost address (no stamp required):

Freepost TRIODOS BANK

Or you can contact FOS who provide a free, independent service for resolving disputes. You can refer your complaint to the FOS at any time, however, they'll need our consent to investigate complaints where:

  • we haven’t received a complaint and had a chance to put things right

OR

  • we haven't exceeded the 40 business day timescale and haven't yet issued our Final Response letter

You have 6 months within the date of our final response letter to refer your complaint to FOS.

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