If someone accesses your business account without your authorisation, we’ll refund the full amount of money taken from your account, as long as you:
- have not given someone else your security details (including your card or digipass PIN)
- 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)
- inform us as soon as possible of any security breach or potential breach
- have not acted fraudulently
- have taken all reasonable precautions to safeguard your personal and financial details. Read our terms and conditions below for more
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 email@example.com from the registered email address we hold for you and mark it urgent in the subject line.
Do not respond to any email that asks you for information about your internet banking log in details. If you have received a suspicious email, do not respond and call our Contact Team as soon as you can during our opening hours on 0330 355 0355 to check if it is a genuine email.
Our Contact Team is available 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 firstname.lastname@example.org from the registered email address we hold for you and mark it urgent in the subject line.
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.
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:
- 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
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:
- select "Internet Options" in the "Tools" menu
- go to the "Advanced" tab
- under "Security", activate the "Do not save encrypted pages to disk" option.
Contact us immediately on 0330 355 0355 (or if abroad on +44 (0)1179 739339) if:
- You’ve lost any of your security details or think they have been stolen
- You think someone else may be able to use your security details
For fraud related queries, we're available 8am-6pm Mon-Fri, and 10am-4pm weekends.
Once you've contacted us we'll ask you for all information you have about the loss or theft and may require you to report it to the police
We also advise you to report it to Action Fraud – the UK’s national fraud and cyber crime reporting centre:
- Call: 0300 123 2040
- Report it online: actionfraud.police.uk
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.