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.

While setting up your Mobile Secure Key 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 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.

Then you simply choose a passcode which will be linked only to the devices you have set up your Mobile Secure Key on. 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.

The Financial Services Compensation Scheme (FSCS) is a UK body which gives you automatic protection up to £85,000 if your bank, building society, or credit union goes out of business.

Your eligible deposits with Triodos Bank UK are protected up to a total of £85,000 by the FSCS. An eligible deposit is money in accounts such as current and savings accounts, including cash ISAs. With Triodos, this will also cover cash held in investment accounts but not the investments themselves.

Please note that the £85,000 will apply to the total of all eligible deposits with Triodos Bank rather than per account or product. Any deposits over this amount are unlikely to be covered.

For more information, please visit the Triodos FSCS webpage.

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.

If you want to move all your everyday banking to Triodos, it’s easy, safe, and secure with the Current Account Switch Service - what's more there is a seven-day switch guarantee. You can find out all about the service here.

Ready to switch?

Simply log in to your Mobile App, go to ‘More’ then ‘Account Settings’ and tap on ‘Switching Service’ to start your switch.

Alternatively, you can log in to Internet Banking, click on 'Self service' and use the quick links to ‘Switch current account’, which will take you to the switch form in old Internet Banking.

Triodos Bank will not charge you for cash withdrawals from any ATM in the UK. However, some ATM providers may charge for using their machines to withdraw cash. There is a charge for withdrawing cash from abroad, please see our tariff for details.

If you have another device

You will need to download the Triodos Mobile Banking App on another device and follow these steps:

1. Tap ‘Reset your login’ on the login screen and then 'Continue’
2. Tap 'Get started' and then 'Access my accounts'
3. Choose 'Triodos Mobile Secure Key' 
4. Enter the email address you have registered with Triodos to be sent a verification code. See what to do if you don't receive a code. 
   
5. Follow the instructions to set up your Mobile Secure Key on the new device. You will need to submit photos of your ID document and selfies again so we can verify it is you on a new device.

If you need to purchase a replacement device

Your debit card will still work. 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)

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 call our Contact Team on 0330 355 0355 (or 0117 973 9339 if calling from outside the UK). They are available Mon – Fri 8am – 6pm (Thursdays 9am – 6pm).

If you are calling outside of these hours, you can still speak to our Cards Support at any time 24/7. Please still call the number above but when you hear the automated messages, please choose option 1 (personal current or savings accounts) and then choose option 3 (to report your card lost or stolen or to discuss a declined card transaction) which will get you through to our Cards Support.

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.

Yes, cheque books are not issued automatically as we understand that some customers do not require them. If you would like to order one please call our contact team on 0330 355 0355 to request one or send a secure message in Internet Banking.

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.

Yes, you can choose and agree a switch date with us. Just make sure you allow seven working days for the switch to take place and that your chosen date isn’t a Saturday, Sunday or Bank Holiday.

You will be able to continue using your old account up to and until your switch date, when your funds will be transferred to your new account.

No, you will need to wait for the funds to clear in order to access the money. Please see our 'What you need to know' document for more details.

You’ll need your access code to activate your debit card. This can be found in the Triodos Mobile Banking App or Internet Banking.

If you have the Mobile App, start by logging in and then go to 'More, then 'Cards' and select the debit card you wish to activate, then select ‘Activate your card’ and follow the on-screen instructions.

Don't have the Mobile App? Download via the App Store  or Google Play to manage your money on the go, easily and securely. To download the app, you'll need a compatible smartphone or tablet - running Android 6.0 or higher, or Apple iOS 14 or higher.

Alternatively, you can log in to Internet Banking, go to ‘Self service’ and ‘Cards’ which will take you to old Internet Banking to view your access code.

Once you have your access code, send a text message to 57887 with the following message: 'TRIODOS PINACT', followed by your access code, followed by the last four digits of your card number - you need a space between sets of numbers. For example: TRIODOS PINACT 123456 1234.

You'll be sent your card PIN via text message within a couple of minutes - don't forget to delete that text message after memorising your PIN.

You're ready to use your card - remember to sign the back.

Please note that some mobile providers do not process text messages to 5-digit numbers. If you text and do not receive a response from us within 10 minutes, please call us on 0330 355 0355 and press the option to activate your card. You will need your debit card and access code to hand and will receive the PIN at the end of the call.

Triodos does not offer interest on balances held in your Current Account however we do have a range of savings options such as ISAs and online savings accounts.

Historically, smaller challenger banks such as Triodos had no option but to utilise one of the “big four” banks (NatWest Group, Lloyds, HSBC and Barclays) for payment clearing services.

So it is not unusual to see banks of Triodos’ size (or indeed some far bigger organisations) still utilising the “big four” clearing banks.

However, there is currently a real drive by the government, via the Payments Systems Regulator, to promote competition in the banking sector and to encourage innovation in payment systems.

This has resulted in a wider choice of clearing options (including alternative providers and/or direct clearing) now available to challenger banks.

While changing our clearing arrangements would be a very large undertaking we continue to review the options, remaining conscious of maintaining a high quality of service for all our customers.

Yes, Triodos offers Open Banking services, enabling providers to integrate their apps and tools with our systems via their API. Triodos will only facilitate the sharing of your account information with other parties when you have provided your explicit consent for us to do so. Find out more about Open Banking.

Yes, as long as both parties agree to the switch and you are switching to another joint account. It is not possible to use the service to switch a joint account to a sole account.

Yes - you can use your card wherever you see the Mastercard logo. There are charges for using your card abroad - please see our tariff for details.

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.