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.

If you authorised a card payment or any other payment from your account, you will be responsible for it. If your card or security details are used to make a payment or transfer without your permission, we will refund the full amount (minus £35 where applicable) 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 £35 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
• 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 were aware that your account had been compromised at the time that the payment was made and you failed to tell us.

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.

1. 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
  

To report your card lost or stolen please call us on 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) 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 at your home address within five working days.

If you cannot find your card, you can put a temporary block on it by texting TRIODOS LOCK, followed by your six digit access code, followed by the last four digits of the sixteen digit number on the front of your card to 57887. For example, TRIODOS LOCK 123456 1234.

Your access code and the last four digits of your card number can be found in internet banking. This block can be lifted if the card is later found in a safe place

If paid, dividends will be automatically paid as an electronic bank transfer to your nominated bank account. Dividends will be converted from euros to sterling and will be subject to the euro-sterling exchange rate.

Contact us immediately on 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) if you think you've lost any of your security details or if you think they have been stolen or may be known by someone else.

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 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

(From abroad:  +44 117 973 9339)

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? Contact us to report it immediately - our card services team is here for you 24/7.

Historically, smaller challenger banks such as Triodos had no option but to utilise one of the “big four” banks (RBS, 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 will continue to review the options in the future, remaining conscious of maintaining a high quality of service for all our customers.

If you'd like to write to us, you can do so freepost at:

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

As an online bank, we don't provide counter banking services, but we're always pleased to meet with our business customers - simply make an appointment with your relationship manager.

Our regional business banking offices can be found at:

Triodos Bank
5 Old Bailey
London
EC4M 7BA

Triodos Bank
50 Frederick Street
Edinburgh
EH2 1EX

As a result of the UK’s planned withdrawal from the European Union we are in the process of making a legal transfer of the business of the UK branch of Triodos Bank NV to Triodos Bank UK Limited, currently expected to take place on 1 March 2019. Read more about Triodos Bank UK's change of legal structure.

The UK Branch of Triodos Bank is only registered to sell Depository Receipts to UK residents and UK domiciled organisations, whose beneficial owners and associated parties are also UK residents.

 Please be aware that as a result of the UK’s planned withdrawal from the European Union we have had to reluctantly conclude that we will need to discontinue the sale of new Depository Receipts to UK residents, which includes the issue of new Depository Receipts as part of the stock dividend scheme.

 The last date to start an application for new Depository Receipts is 1 February 2019, with a correctly completed application form and cleared funds required by 11 February 2019. Existing Depository Receipt holders will continue to be able to sell their Depository Receipts through Triodos UK.

However, Triodos Bank has branches across Europe, so please contact your local Triodos branch to enquire about applying for Depository Receipts if you are a non-UK resident.

If you would like buy more Depository Receipts you first need to complete an Appropriateness Assessment, as due to the complex nature of Depository Receipts you must complete an Appropriateness Assessment each time you apply.
The form can be downloaded below.
If you can't print out a declaration, please call us on 0330 355 0355 and we'll send you one.

Please note: The last date to start an application for new Depository Receipts is 1 February 2019, with a correctly completed application form and cleared funds required by 11 February 2019. Any potential future dividends will be paid in cash rather than stock.

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.

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.

1. Turn on the Digipass by pressing OK and then press 1
2. Enter Your Digipass PIN and press OK. You will see a One Time Passcode or OTP, on the Display
3. Enter your OTP
4. 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.

You can open a Triodos Ethical Junior Cash ISA account, and transfer the funds from your Right Start Saver into it, subject to the Junior ISA allowance of £4,260 for the 2018/2019 tax year.