How can we help?
Help and support for individuals
FAQs
You can make payments into your Triodos Current Account by bank transfer or online. If you wish to pay a cheque into your account you can send cheques via our freepost service to our office in Bristol - Freepost TRIODOS BANK. Please include the sort code and account number of the account you wish the cheque to be credited to.
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 Triodos Saver 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.
The person with legal parental responsibility who opened the account. When the account holder turns 16 the child may apply to be the account operator.
Yes.
You can save any amount between £500 and £1,000,000.
You make the full opening deposit by electronic transfer from the account you nominate when applying, or from an existing Triodos UK account.
We can pay it on the first of each month into an account you choose when you apply, or we pay it annually each January and at the end when the bond matures.
- Contact us immediately on 0330 355 0355 (or if abroad on +44 (0)1179 739339) if:
- You’ve lost your card or suspect it has been stolen
- You’ve lost any of your security details or think they have been stolen
- You think someone else may be able to use your card or security details
For card related queries, we're available 24/7. For other fraud related queries, we're available 8am-6pm Mon-Fri, and 10am-4pm weekends.
2. 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
- If you find your card after reporting it as lost or stolen do not use it. Destroy your card immediately by cutting through both the magnetic stripe and chip
3. Once you’ve let us know, you can also 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 your card or security details are used to make a payment or transfer without your permission, we will refund the full amount of the payment as soon as is operationally possible. This includes repayment of any interest or charges incurred as a result of the payment. 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.
You may have to pay up to £50 if:
• Your card is used after being lost or stolen
• You fail to keep your security details safe
You may be responsible for money taken from your account up until the point you report it to us, if you:
• Don’t keep your card or security details secure as outlined above
• Don’t tell us as soon as possible that your card is lost or stolen
• Share your card, digipass or security details with a third party
You will not be responsible if you’re unable to notify us because our phone lines are unexpectedly unavailable or closed, as long as you call us when our lines open the next day.
At least 30 days before the end, we’ll ask you where you want your money to be paid. This can be into a new bond if one is available. If we don’t hear from you, we will transfer it into a 33-day notice Saver account - however, we won't apply the 33-day notice restriction on withdrawals during the first 30 days of this new Saver account.
To top up a Triodos Cash ISA or Junior Cash ISA, you can:
- Make a transfer from another account (either an account with another provider or another Triodos account that allows withdrawals)
- Transfer by cheque if the Triodos cash ISA you want to subscribe to accepts cheques - contact us if you are not sure on 0330 355 0355 or +44 (0)117 973 9339 if calling from abroad
The Triodos sort code is 16-58-10 and you can find your Triodos cash ISA account number on your statements. If you want to deposit a cheque, please post it along with a paying-in slip to:
Freepost TRIODOS BANK
We've produced a short online video to show you how to set up your digiass and activate your online banking. Watch the video on Youtube now, or follow the steps below:
You will need your digipass, digipass PIN and need to know your security word as you will be asked to input these characters
When you first use your digipass you will be prompted to change your Digipass PIN to something memorable. You can do this by following these simple steps:
Switch the digipass on by pressing “OK”
- Press button “1” on the digipass
- Enter the four-digit digipass PIN we sent you and press “OK”
- You will now be prompted to enter your own new digipass PIN, which for your security must meet the following criteria:
- It must be four digits long
- It must be different to the PIN we sent to you
- It must not be a sequence of numbers, such as “1234”
- It must not be a sequence of identical numbers, such as “2222”
- It must not be easily obtained or guessed, such as using you date of birth
Please note, if your choice of digipass PIN isn’t considered secure enough the message “Weak PIN” will be displayed on the digipass. If this happens press “OK” and you will be prompted to enter a different, more secure, PIN.
When your PIN has been changed, an eight-digit code will be displayed
To login, continue to the Triodos homepage.
Turn the digipass over and input the digipass number from the back into the ‘digipass number’ - do not include hyphens - and then press NEXT.
There is an option to tick the ‘remember my number on this computer’ checkbox so you don’t have to input this every time.
Click on green NEXT box on the bottom right of the screen.
Follow the steps on the login page to complete login.
- Turn on the Digipass by pressing OK and then press 1
- Enter Your Digipass PIN and press OK. You will see a One Time Passcode or OTP, on the Display
- Enter your OTP
- Enter you the characters shown for you unique security word
You should now have accessed your internet banking and the home screen as shown below will be displayed.
Simply go to our website www.triodos.co.uk and in the top right-hand corner you'll see a link for "Login to internet banking".
All you need is your digipass, digipass PIN (which you set yourself), and details regarding the security word you set up when applying for the account.
In 2010, the United States (US) Treasury announced the Foreign Account Tax Compliance Act (FATCA). It is intended to prevent tax evasion by US citizens, residents and organisations through the use of offshore accounts and is a key change for international information exchange policy. Under FATCA, Financial Institutions must comply with a number of obligations, including reporting on accounts held by US persons, including organisations.
A number of governments, including the UK, have signed agreements to exchange data with the US. Triodos Bank must check customer records and accounts to identify US account holders and report information on them. To do this we introduced new procedures from 1 July 2014.
For more information please visit www.irs.gov or speak to your tax advisor.
To report your card lost or stolen please call us on 0330 355 0355 to speak to our 24/7 card services department. Unfortunately we do not have a facility to offer emergency cash in the instance where your card has been lost or stolen. A new debit card should arrive within five working days.
If you suspect that your username and password have been lost or stolen please contact us as soon as possible . You can request a password reset letter on our website at any time. This will cancel the old password to prevent access to your account by internet banking using the old password.
Yes, you can change your existing Triodos cash ISA to one of the following types of Triodos cash ISAs:
- Triodos Online Cash ISA
- Triodos Cash ISA
- Triodos Two Year Fixed Rate Cash ISA
- Triodos Three Year Fixed Rate Cash ISA
Changes to a different type of Triodos cash ISA are not permitted from Triodos Ethical Junior Cash ISAs or non-ISA savings accounts.
Once you've decided which cash ISA suits you best, you can change the type of your Triodos Cash ISA to one of our other cash ISAs by completing and posting us the form below.
Before downloading the form to change your account type, please make sure you have read the following;
- Summary Box for your chosen cash ISA
- Personal Banking Terms and Conditions
- Tariff of charges for Personal Customers
- Deposit Guarantee Scheme – Depositor Information Sheet
Once you have read the important information above please download, print and complete the form below, then post it to us at:
Freepost TRIODOS BANK
On receipt of a completed request, we will change the type of cash ISA you hold, the balance of your account and your account number will remain the same. All money held in the account will maintain its tax-free status and the change will not affect your subscription allowance. We will write to you to confirm when we have actioned your request.
To top up your Triodos Stocks and Shares ISA, simply download and complete the Stocks and Shares ISA top-up form below and post it to: Freepost TRIODOS BANK
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 contact@triodos.co.uk from the registered email address we hold for you and mark it urgent in the subject line.
Yes we do. We launched the Triodos Current Account for personal customers in April 2017. You can find out about all of the account features and apply online here.
You cannot make a withdrawal from your Bond during the term of the investment. Likewise, you cannot close the Bond early – except on the death of the sole depositor. If the Bond is held in joint names, we’ll need a new mandate to transfer the Bond into the name of the remaining account holder until maturity.
We will write to you one month before your fixed rate cash ISA matures, asking you to let us know what you’d like to do with your funds. If you have Internet Banking you will be able to give us your instruction online up to 12 midnight the day before your fixed rate cash ISA matures, choosing between a number of Triodos cash ISAs. If you do not have Internet Banking you will need to complete the form that will be enclosed with our letter.
If you want to do anything other than keep the full balance in a Triodos cash ISA (for example, to reinvest part of your funds in another Triodos cash ISA or transfer funds to your nominated account) you will need to send us a written instruction quoting the reference ‘FRISA TERM END’.
If we don’t hear from you, the account will automatically mature and change into a Triodos Cash ISA, keeping the same account number as your fixed rate cash ISA. You will then be able to keep the funds in the Triodos Cash ISA, transfer the funds to another ISA (using a transfer form to retain the ISA status of the funds) or transfer the funds to your nominated account. If you want to make further deposits into the Triodos Cash ISA, you will need to complete an ISA declaration form.
For further details on the options available please see the range of cash ISA products we currently offer or email us at contact@triodos.co.uk or call us on 0330 355 0355 or 0117 973 9339 and our Contact Team will be happy to provide you with this information.
We will write to you one month before your fixed rate cash ISA matures, asking you to let us know what you'd like to do with your funds. If we don’t hear from you, the account will automatically mature and change into a Triodos Cash ISA, keeping the same account number as your fixed rate cash ISA. You will then be able to keep the funds in the Triodos Cash ISA, transfer the funds to another ISA (using a transfer form to retain the ISA status of the funds) or transfer the funds to your nominated account. If you want to make further deposits into the Triodos Cash ISA, you will need to complete an ISA declaration form.
Yes, you can split your ISA allowance into different types of ISAs: Cash, Stocks & Shares, Lifetime, and Innovative Finance.
The ISA allowance is the maximum amount you can invest across all types of ISAs in any one tax year. You can put your whole allowance into a particular type of ISA or you can split it between the different types of ISAs: Cash, Stocks & Shares, Lifetime and Innovative Finance. The ISA allowance for the 2018/19 tax year is £20,000.
Cash cannot be paid in to the Triodos Personal Current Account at the moment. However we are in discussion with a number of providers to investigate if we can offer this service in the future as we understand from customer feedback that this is a service that some customers would like us to offer.
You can transfer any previous years ISA allowances into a Triodos Ethical Stocks and Shares ISA without affecting your current year's ISA allowance. You can also transfer your current year's ISA allowances into a Triodos Ethical Stocks and Shares ISA, provided you transfer the whole amount. If you have a fixed rate or notice ISA (either with Triodos or another provider) that you wish to transfer, you need to check any penalties that might apply before instructing the transfer.
Please note that if you are transferring a Cash ISA to a Stocks and Shares ISA, you will be taking more risk with your money. The value of the S&S ISA may fall as well as rise on a daily basis and you may not get back your original investment.
Please note that our cash ISAs are covered by the Dutch Deposit Guarantee Scheme and our Stocks and Shares ISA are covered by the Dutch Investor Guarantee Scheme.
Under the Dutch Investor Compensation Scheme, private individuals and small companies may claim compensation of up to € 20,000 per person if, in the context of providing an investment service, a financial institution is unable to meet its obligations. For example, a situation in which a financial institution is not able to transfer shares held in a client’s investment account. A depreciation in value of the investment due to price declines is thus not covered by the investor compensation scheme.
For further information, see the web pages of De Nederlandsche Bank on the investor compensation scheme www.dnb.nl go to ‘English’ section and search for ‘Investor Compensation Scheme’.
If the current ISA that you wish to transfer is held with another bank, you will need to complete an ISA transfer authority form from another provider to a Triodos Ethical Stocks and Shares ISA below.
If the ISA you wish to transfer is held with us, please use a Transfer authority form between existing Triodos ISAs from below.
Alternatively, you can call us on 0330 355 0355 and we will send one to you.
Yes. You can open an Ethical Junior Cash ISA and request that your Child Trust Fund is transferred to us. See the Ethical Junior Cash ISA page for more information.
From the age of 16, the account must be held in the name of the young person. We’ll be in touch at the time to let you know what you need to do.
If you have an online account, you can access your savings account 24-hours a day, seven-days a week. Simply log in and arrange to transfer money to your nominated account(s). Your transfer will then take place after your notice period (where applicable.)
From 6 April 2016, the following Triodos ISAs were made flexible (subject to change; please see our ‘Terms and Conditions for our personal banking accounts’ for confirmation of which of our ISAs are flexible ISAs):
- Triodos Online Cash ISA
- Triodos Cash ISA
- Triodos 90 Day Notice Online Cash ISA
If you have one of these accounts, it will be a flexible ISA, regardless of whether you opened your account before or after 6 April 2016.
The Triodos Fixed Rate Cash ISAs, Ethical Stocks and Shares ISA and Ethical Junior Cash ISA are not flexible.
By completing an application for any of our accounts online you are automatically registered for Internet Banking and can manage your account online.
If your application was made by post then Internet Banking access is available for the following accounts:
- Triodos Saver
- Triodos Cash ISA
- Triodos Regular Saver
- Triodos Fixed Regular Saver
- Triodos Online Cash ISA (TOISA)
You can also access the Triodos Right Start Saver account online but you can't make payments from this account.
If you want to apply to manage your existing Triodos account online, download the application form below or call us on 0330 355 0355 and we'll send you one. Before completing an application form please ensure you have read our Terms and Conditions for personal savings accounts below.
Triodos Bank does not provide financial advice to savers and investors. We recommend that you seek the help of an Independent Financial Adviser. The following is general information about the changes, from 6 April 2016.
Cash ISA
With the Personal Savings Allowance (PSA), if interest rates were to rise then the level of savings you can have before having to pay tax on the interest could drop considerably. For example, at 5% AER a basic rate tax payer would only need £20,000 in non-ISA savings before they’d reach the £1,000 basic rate taxpayer allowance. This amount would drop to £10,000 for a higher rate taxpayer with an allowance of £500. Additional rate taxpayers are not eligible for a PSA but can still save tax free in an ISA. If your income changes, your tax rate may change and so this may lead to a change in your PSA.
Any interest earned on ISAs does not count towards your PSA. If you earn interest in non-ISA savings above your PSA, you’d have to pay tax on this.
Stocks and Shares ISA
Previously, dividends in a stocks and shares ISA were paid with 10% tax already taken off, which couldn’t be reclaimed. Following the introduction of the Dividend Allowance of £5,000 from 6 April 2016, dividends from a stocks and shares ISA will no longer have any tax taken off. They will be completely tax free regardless of their value, whereas dividends paid from non-ISA investments will be taxable over £5,000. There remains no Capital Gains Tax liability from a stocks and shares ISA.
At present we don't offer a basic bank account, however this is something that we are considering for future development. For details of basic bank accounts and who offers them, you may wish to contact the Money Advice Service who provide free impartial advice.
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.
Documents
- Top up your Stocks and Shares ISA114 KB, PDF
- Transfer between existing Triodos ISAs130 KB, PDF
- Transfer to a Triodos cash ISA from another provider138 KB, PDF
- Triodos Current Account – What you need to know40 KB, PDF
- Terms and Conditions for our personal savings accounts100 KB, PDF
- Change an existing Triodos cash ISA to a different type of Triodos cash ISA94 KB, PDF
- Personal Savings: Change of account type request.104 KB, PDF
- Depositor Information Sheet25 KB, PDF
- Transfer to the Triodos Stocks and Shares ISA from another provider117 KB, PDF
- Personal banking tariff for current and savings accounts44 KB, PDF
- Terms and Conditions for the Triodos Current Account90 KB, PDF
- Ethical Stocks and Shares ISA application form144 KB, PDF
- Key Investor Information Document - Triodos Sustainable Pioneer Fund - Distribution 94 KB, PDF
- Appropriateness Assessment for Depository Receipts109 KB, PDF
- Appropriateness Assessment for Depository Receipts - for organisations100 KB, PDF
- Triodos Bank Minimum Standards71 KB, PDF
- Transfer to the Triodos Junior ISA from another provider117 KB, PDF
- Cash ISA declaration form.74 KB, PDF
- Statement for a Certified High Net Worth Individual or Self-certified Sophisticated Investor46 KB, PDF
- Socially Responsible Investment Funds switch form59 KB, PDF
- Triodos Socially Responsible Investment Funds and Ethical Stocks and Shares ISA Supplementary Information Document3 MB, PDF
- Socially Responsible Investment Funds top up form.≈ 1 MB
- Current account fee information document46 KB, PDF
- Terms and Conditions for our Text Message Service.34 KB, PDF
- The Foundation event space application form86 KB, PDF
- Withdrawal request form29 KB, PDF
- SRI Fund Prospectus Triodos SICAV I426 KB, PDF
- The Foundation event space rate card57 KB, PDF
- Terms and Conditions for our Socially Responsible Investment Funds and Ethical Stocks and Shares ISA82 KB, PDF
- Interest rates for personal accounts72 KB, PDF
- Triodos Two Year Fixed Rate Cash ISA Summary Box24 KB, PDF
- Triodos Ethical Junior Cash ISA Summary Box30 KB, PDF
- Triodos Online Saver Summary Box19 KB, PDF
- Setting up an account for a child60 KB, PDF
- Triodos Three Year Fixed Rate Cash ISA Summary Box24 KB, PDF
- Triodos Fixed Regular Saver Summary Box22 KB, PDF
- Triodos Online Cash ISA Summary Box21 KB, PDF
- Triodos Online Saver Plus Summary Box20 KB, PDF
- Key Investor Information Document - Triodos Sustainable Equity Fund - Capitalisation92 KB, PDF
- Key Investor Information Document - Triodos Sustainable Equity Fund - Distribution92 KB, PDF
- Key Investor Information Document - Triodos Sustainable Pioneer Fund - Capitalisation94 KB, PDF
- Important information about us735 KB, PDF
- Internet banking application form for joint accounts60 KB, PDF
- Internet banking application form for sole accounts54 KB, PDF
- Accessing your money at an ATM60 KB, PDF
- Personal data rights request form95 KB, PDF
Contact us
We're open 8am-6pm Monday-Friday.
At any other time you can request a call back using our automated system. We will do our best to call you back at the time requested but sometimes this may not be possible.
Lost or stolen card? Report it to us on the number below immediately.
You can send us a message via the contact form below or by email: contact@triodos.co.uk