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Internet banking security for Personal Customers

Security notice

Internet banking is safe and convenient as long as you take a number of simple precautions, including (but not limited to) the following:

  • keep your computer secure. Make sure that any computer you are using benefits from up-to-date anti-virus and spyware software and a personal firewall. If you use a public computer (e.g. in an internet café), you should ensure you do not leave any personal details stored on that computer after you have finished using it
  • personal savings customers -keep your username and passwords secret. This includes (but is not limited to) taking the following precautions: (1) destroying any password notification immediately after receipt from us; (2) never writing your password or username details in a way that might be understood by someone else or recording them on any item or in any place that might be accessed by someone else; (3) taking all reasonable care to ensure that no-one sees your password or username when you use them
  • personal current account customers - keep your digipass safe and please contact us if its lost or stolen. Please do not divulge your digipass PIN or write it down, or write down or divulge your security word
  • be very wary of e mails or calls asking you to reveal any personal security details. Neither we, nor the Police, will never contact you to ask you for your digipass, PIN or mobile banking passcode information. If you are unsure a call is genuinely from us, you can call us back to verify that it is. If you provide your Security Details ( including your PIN) to anyone you may be responsible for any losses on your account
  • always access our internet banking site via the triodos.co.uk site or by typing the address into your web browser.We will never send you an e-mail with a link through to our internet banking site
  • if you make a number of incorrect attempts to log in, we will disable your access as a security measure. Please contact us to unblock your access to internet banking
  • follow any further advice we may offer from time to time on our website
  • visit www.banksafeonline.org.uk for more useful information
  • For general information and support on how to avoid fraud please see https://www.triodos.co.uk/en/personal/take-five-to-stop-fraud/

If you authorised a payment from your Account, you will be responsible for it.Where you tell us a payment from your account was not authorised by you, you can ask us for a refund. 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.

If you tell us that we have made a payment that you have instructed us to make incorrectly (for example, we send it to the wrong account or for the wrong amount) we will refund you as set out below, unless:

  • the payment instruction you gave us was not correct.  In this case, we will make reasonable efforts to recover your money but we may charge you a fee for doing so; or
  • we can show that the payment reached the account it was supposed to be sent to in accordance with your instructions.
    If your Card or Security Details were used without your permission you may have to pay up to £50 if:
  • your Card was used after it was lost or stolen; or
  • you failed to keep your Security Details safe and they have been used by someone else.

We will refund the full amount of the payment (minus £50 where applicable) no later than the following Business Day and put your Account to the same condition as it would have been had the payment not been taken.  This will include repayment of any interest or charges incurred directly as a result of the payment in question.

You may be responsible for losses incurred on your Account up to the point that you tell us about the unauthorised use of your Account, if you have deliberately or with gross negligence:

  • Failed to keep your Card or Security Details secure as outlined above
  • Failed to tell us as soon as possible that your Card has been lost or stolen
  • Provided your Card or Security Details details to any third party.
    You will not be responsible if you were unable to notify us due to our service provision. This refers to situations where our contact services, such as our phone lines or email, are unexpectedly unavailable or times outside of our standard service provision.

We will not refund any payment from your Account where:

  • we can show that the payment was properly authorised by you; or
  • you acted fraudulently; or
  • you were aware that your account had been compromised at the time that the payment was made and you had failed to tell us, unless you had attempted to tell us but failed due to our service provision

Using internet banking safely

When you log in to internet banking, a secure connection is established between our server and your computer. This secure connection can be identified by the closed padlock in the browser status bar at the bottom of your screen. We recommend that you check that the closed padlock symbol is showing when you login in to internet banking

Automatic termination of your connection. Your secure connection to internet banking has a time limit. If there has been no activity  within your secure session for a period (which you can define) of up to fifteen minutes, your connection will be terminated automatically. You must log in again to connect to internet banking.

Keep your operating system (e.g.Windows 10) and web browser (e.g.Google Chrome; Microsoft Edge; Firefox) up to date. Flaws are  sometimes found in these products and the manufacturers issue patches to correct those problems. Visit your operating system and browser manufacturers' website to ensure you have the latest updates. For example, Internet Explorer users should visit the Microsoft website.

Use a personal firewall and anti-virus software to prevent unauthorised access and viruses being downloaded onto your computer. 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.

  • make sure you always install the most recent updates
  • make sure the anti-virus software is always activated, even when you are not connected to the Internet
  • make sure you set up the anti-virus software to scan your entire computer regularly 
  • 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
  • only install software of known origin and integrity.
    Check your accounts regularly. Look for transactions you don't remember making or recognise. If in doubt, note the details and report it to us as soon as possible. Always log out after using internet banking by selecting the log out menu option and never leave your computer unattended while you're logged in to the service.

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.

Clearing your cache

Clearing your web browser cache forces the browser to load the latest versions of web pages and programs you visit.We automatically instruct most browsers not to store your personal information in the cache (memory).As this may be affected by the type of browser you use, always clear the cache yourself . For more information about clearing your cache the following links to external websites may be of help. However we accept no responsibility or liability for the content, accuracy or availability of any external site you may encounter.
Internet Explorer users click here
Firefox users click here
Safari users click here
Opera users click here
In addition Microsoft offers some basic tips designed to help increase Internet and e-mail security.

Check your secure connection

We recommend you check that you have the necessary secure (SSL) connection with Triodos Bank.With Microsoft Internet Explorer the secure connection with Triodos Bank can be checked as follows:

1. in the address line HTTPS appears 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).

If the following information appears under the "General" tab, you can be sure that you have a secure connection with Triodos Bank:

Triodos Certificate

Get in touch

Internet Banking

If you want any more information about Triodos Internet Banking or our range of services, please contact our Helpdesk.

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