Phishing is a common type of internet fraud. Phishing emails are designed to appear as though they are from a legitimate source, but intend to steal personal information that can be used to access your account.

Do not respond to any email that asks for any information in relation to your internet banking log in details. If you have received a suspicious email, do not respond and call us if you need any further information.

Our Contact Team are available from 8am-6pm Monday-Friday, and 10am-4pm on weekends for fraud-related enquiries only. Outside of these hours you can request a call back using our automated system. Our Contact Team will call you back as close to the time you request as is operational possible. Alternatively please email us at contact@triodos.co.uk from the registered email address we hold for you and mark it urgent in the subject line.

When you open an account with us, we need to obtain sufficient proof of your identity and address. We do this to satisfy our legal obligations and protect you, the public and Triodos Bank against fraud and misuse of the banking system. To help us verify your identity, we may use the details you provide to do electronic searches about you at credit reference agencies. They will supply us information from databases, including information from the Electoral Register and fraud prevention agencies.

No, for security reasons you should cut your card in half, through the chip and magnetic stripe and put it in the bin. It will still biodegrade.

We will not charge you for withdrawing cash 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.

Replacement cards usually arrive within five working days, while new cards should be received within five days of the account being opened. If you have any questions or think your card has been lost or stolen you can contact our 24/7 card services department on 0330 355 0355.

We undertake monitoring on customer accounts and transactions to identify suspicious activity that could potentially be fraudulent. If we identify suspicious activity on any of your accounts, we will contact you to verify whether it is genuine. We may delay or decline transactions, or block your account until we can confirm the authenticity of requests received. When we contact you, we will ask you security questions but these will not include any information about your internet banking log in details. If you receive a call claiming to be someone from Triodos Bank and you are suspicious call us back on 0330 355 0355 and our Contact Team will be able to confirm if it was a genuine call.

The debit card is made from a 'natural plastic' of compacted renewable resources such as plant leaves and corn. The card itself is now believed to have the strongest environmental credentials of any debit card in the UK market. Only the chip and strip are not recyclable.

Please call us at the earliest opportunity on 0330 355 0355. Our card services department can be accessed by calling that number 24 hours a day, 7 days a week.

We do not offer a facility for emergency cash if you have lost your debit card or it has been stolen. However, you can still access your mobile app or internet banking to make payments from your account.

You can withdraw up to £300 per day, per account holder, from ATMs accepting MasterCard and LINK globally (subject to available funds in your account) for detail regarding charges for using your card abroad please see out tariff of charges.

1. Log into Internet Banking
   
2. Click on the 'Cards' tab and you'll be provided with a six digit access code
3. 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
4. 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
5. 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 please call us as your request will not have been confirmed and processed.

If you need any help activating your account, please call our friendly Bristol-based contact team - they'll have your everyday banking working for people and planet in no time. They're available Monday to Friday, 8am to 6pm on 0330 355 0355 (+44 117 973 9339 if you are not in the UK).

No, for security reasons you should cut your card in half, through the chip and magnetic stripe and put it in the bin. It will still biodegrade more quickly than any other debit card plastic

Yes you can where ever you see the Mastercard logo. There are charges for using your card abroad please see our tariff for detail.

In order to safeguard your personal information and money we require a three stage login process for internet banking, one of which involves the use of a digipass. This is similar to the card reader facility at some other banks and is used along with other systems to ensure your finances are kept safe. We constantly review our security measures and publish guidance on steps that can be taken to prevent fraud such as the Take 5 campaign through FFA UK.

We recommend you check that you have the necessary secure (SSL) connection with Triodos Bank.

How to check your secure connection with Microsoft Internet Explorer:

1. In the address line, HTTPS should appear 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).

To prevent unauthorised access and viruses being downloaded onto your computer, you should use a firewall and anti-virus software.

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.

Here are some tips for using your firewall and anti-virus software effectively:

1. Make sure you always install the most recent updates
2. Make sure the anti-virus software is always activated, even when you are not connected to the internet
3. Make sure you set up the anti-virus software to scan your entire computer regularly
4. 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
5. Only install software of known origin and integrity

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.

If you authorise 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.