Internet banking security for Personal Customers
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
- 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
- treat e-mails you receive with caution and be very wary of e-mails or calls asking you to reveal any personal security details. Triodos Bank (or the police) will never contact you to ask you for your internet banking password or username information
- 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
- follow any further advice we may offer from time to time on our website
- visit www.banksafeonline.org.uk for more useful information
If you are a victim of internet fraud and someone gains unauthorised access to your account, we will refund the full amount of money taken from your account, provided each of the following conditions applies:
- you have not given your security details (including your password or username details) to anyone else
- the loss was not caused by your use of an account aggregation service (i.e. a service provided by another company that allows you to view all of your bank details on a single website)
- you have not sent us incorrect payment instructions
- you 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 to the internet banking service)
- you inform us as soon as possible of any security breach or potential breach of which you are aware
- you have not acted fraudulently
- you have taken the precautions described in the terms and conditions and complied with all other reasonable instructions we may give from time to time regarding security details.
For the avoidance of doubt, our promise to compensate you in the circumstances described above only extends to a refund of the amount taken from your account and does not extend to any additional loss you may suffer in consequence of any unauthorised access to your account.
Using internet banking safely
Use your username and password to log in to internet banking, and to authorise transactions. Keep your username and password secure. Only someone with both these details can log in to your account and make authorisations. Remember, never write down or reveal your security details to anyone.
When you log in to internet banking, a secure connection is established between our server and your computer using SSL (Secure Socket Layer) technology. 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 you have the necessary SSL connection.
Automatic termination of your connection. Your secure connection has a time limit. If you have not sent any data 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.
If you make a number of incorrect attempts to log in, we will disable your access as a security measure. Please call our helpdesk immediately on 0330 355 0355 for information on how you can get back online. The helpdesk lines are open from 10.00 to 17.00 on Monday, and from 09.00 to 17.00 Tuesday to Friday. Outside of these hours you can leave a voicemail message, which will be picked up on the next working day.
Keep your operating system (e.g.Windows 7) and web browser (e.g. Internet Explorer) up to date. Flaws are often found in these products and the manufacturers will issue patches to correct the problem. 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.
Keep your usernames 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. Triodos Bank (or the police) will never contact you to ask you to reveal your internet banking password or username information.
Be wary of e-mails.We will never send you any e-mails with a link through to our internet banking site or asking for your security information. If you’re in any doubt about the source of an e-mail, it’s best to delete it without opening it. You can check the authenticity of any website by reviewing the certificate as described in Check your secure connection.
Check your accounts regularly. Look for transactions you don’t remember making or recognise. If in doubt, note the details and report it to our helpdesk immediately on 0330 355 0355 . The helpdesk lines are open from 10.00 to 17.00 on Monday, and from 09.00 to 17.00 Tuesday to Friday. Outside of these hours you can leave a voicemail message, which will be picked up on the next working day.
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: