The signature reply form is used to help us verify your signature in the rare instances when you may need to write to us to make a change that you can't do yourself within internet banking. If you do not return the form, and we do not hold a copy of your signature, we will not be able to act on any written instructions. Please note that the Online Saver Plus, Online Saver and Online Cash ISA are online-only accounts, and completing and sending us the signature reply form does not mean you can then manage your account via post.

We'll write to you one month before your bond matures, asking you where you’d like your funds to go. If you have internet banking you will be able to make your choice online and can decide to either reinvest or transfer your matured funds to another account.

If we don’t hear from you before your bond matures, we’ll open a variable rate savings account on your behalf and write to let you know. There will always be opportunities for you to reinvest your money with Triodos, and we hope you choose to do so.

When you pay funds into your Account, your funds will start earning interest from the day the funds are paid into your Account.

If you wish to close your Triodos savings account, please follow the instructions below.

• Please send us a chat message in Internet Banking with the account number you wish to close. Please also confirm the sort code, account number, and account name of your registered nominated account, which is where any remaining balance and accrued interest will be paid to.
• You can also request account closure by calling us and confirming these details over the phone.
• If you do not have Internet Banking, please send us a signed written instruction with details as above, 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

• If you wish to close a children’s account held in your name on their behalf, please send us a signed written instruction with details of where the funds need to be paid.

Yes, it is possible depending on what type of savings account you have.

You can change an existing Triodos savings account to a different type of Triodos savings account.

You should read the information on our savings product pages to decide which savings account suits you best. Once you have found a savings account that meets your needs, download and complete the relevant change of type form below.

You should read the relevant Summary Box along with the Terms and Conditions for our personal savings accounts and FSCS Information Sheet before downloading and completing a form to change your savings account.

Once you have read this important information and completed the form, please post it to us at:

Freepost TRIODOS BANK

On receipt of a completed request, we will change the type of savings account you hold, the balance of your account and your account number will remain the same. We will write to you to confirm when we have actioned your request.

• Triodos Online Saver
• Triodos Online Saver Plus
  

Changes to a different type of savings account are not permitted from Triodos Ethical Savings Bonds, Triodos Right Start Saver, Triodos Fixed Regular Saver, Triodos ISAs, Community Investor, High Interest Cheque Account, Personal Savings Account, Social Investor Cheque Accounts and SIPP Deposit Accounts.

If you want to move only part of your balance to another type of savings account, this can be done through making a transfer in Internet Banking or for non-online only accounts you can send us a signed written request to make a transfer which should be posted to us at;

Freepost TRIODOS BANK

Your Triodos account does not have a unique IBAN, so to receive an international payment into the account you will need to supply all the information below to the sending bank.

Please note the payment reference is crucial information that allows us to allocate the money into your account. Sending the payment without this will result in the payment being returned to the sender and a potential foreign exchange loss on the amount.

Beneficiary Account Name:

Triodos Bank

Beneficiary address:

Triodos Bank
Deanery Road
Bristol
BS1 5AS

Bank Name:

National Westminster Bank Plc

Bank Address:

250 Bishopsgate
London
EC2M 4AA

Sort Code:

60-00-04

BIC:

NWBKGB2L

IBAN:

GB98NWBK60000410018573

Reference:

(Your Triodos account number and account name e.g. 12345678 A N Example)

Please ensure you provide all of the above details, especially the reference or the deposit may not reach your Triodos account.

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.

Your card is set to Europe usage, with the option to switch Worldwide on or off in Internet Banking or the Triodos App under Card Settings.

Transactions are always subject to monitoring so your card may still be declined if we suspect your card is compromised. If a payment does get declined you can contact us 24/7 using the phone number on the back of your card. We would also advise travelling with more than one means of payment.

Use of your debit card outside the UK will incur a 2.5% foreign transaction fee and is subject to the exchange rate. You can use your card at any ATM or merchant where the Visa symbol is displayed and the transaction is made using either Chip&PIN or contactless.

Using Apple Pay abroad works the same way as the Triodos Debit Card and the same charges apply.

Transactions will be processed using the exchange rate set by Visa.

You can use our currency conversion calculator to see how much your transaction could cost.

See our tariff of charges for full details or the Fee Information Document for more information.

If you think that you have had an account with Triodos in the past please gather as much information as possible relating to the account e.g. account number, type of account, date of the last transaction. If you have any statements of the account please have them to hand and call us, we can then investigate for you and advise you of the next steps. In some cases, we may request identification documents from you to release funds from the account.

£20,000 per day for Personal current account payments

£100,000 per day for Personal savings account customers.

£100,000 per transaction for Business customers.

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.

If you are making payments above £20,000 there are new daily payment limits. Find out more.

To change the statement frequency away from the default, Go to Internet Banking and choose Self service > Account Settings > Statement Frequency. Select from the drop down options to change. Please note this is not available on the Personal Current Account.

If you need an ad-hoc statement, for example for a mortgage application, please contact us.

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 lose an Apple Pay enabled device, you can deactivate Apple Pay by placing your device in 'Lost Mode' via Find My iPhone or by 'Removing All Cards' on icloud.com.

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.

You can amend a standing order through Internet Banking or through the Triodos Mobile Banking App.

From the main menu, click on your account, then the ‘Upcoming’ tab and select the standing order you wish to change. Select ‘amend’.

Input new amount, reference, date, and frequency and follow on-screen instructions to authorise.

To cancel a standing order through Internet Banking or through the Triodos Mobile Banking App.

From the main menu, click on your account, then the ‘Upcoming’ tab and select the standing order you wish to cancel. Select ‘delete’.

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, Confirmation of Payee (CoP) is an account name-checking service that has been introduced to combat fraud and misdirected payments. Triodos is part of the UK industry-wide scheme for incoming and outbound payments, and a CoP check will be performed every time you send money from your Triodos account. We encourage you still continue to check payment details in line with our guidance, and regularly review our website for information on how to prevent fraud.

Faster Payments authorised on any day (including weekends) should arrive in the beneficiary's account within two hours of being authorised. You should always allow until the next business day for a payment to arrive.

Only people who are resident in the UK can apply for our accounts. You need to make the opening deposit in sterling, and provide proof of your ID and address.

Previously, if you did not subscribe to your ISA in the previous tax year you may have had to redeclare your ISA eligibility before you could make further subscriptions. From 6th April 2024 this is no longer necessary.

The only circumstance where we will ask you to redeclare your ISA eligibility is if you were living abroad and have now returned to the UK and wish to subscribe to your ISA again.

If you wish to do this please call us on 0330 3550 355 (or +44 117 973 9339 from abroad) or send us a chat message in Internet Banking.

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