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Help and support for individuals
Help and support for individuals
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 is available from 8am-6pm Monday-Friday, and 10am-4pm on weekends for fraud-related enquiries only. 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.
Vishing is where a fraudster uses voice messages or phone calls to try to steal identities, and financial information like your PIN, card details and Digipass code.
The term comes from the combination of ‘phishing’ and ‘voice’. Phishing is where fraudsters use email, regular phone calls and fake websites to dupe people into giving them personal details and financial information.
Vishing is specifically the use of a VOIP service (Voice Over Internet Protocol, or an internet phone service), which enables fraudsters to communicate with their potential victims via automated voice messages and the phone keypad.
Vishers can create fake caller ID profiles so that their phone number seems legitimate, and vishing requests sound urgent, to panic the victim into acting without thinking.
Examples of vishing:
What you can do
If you receive an unexpected phone call with an automated response, hang up, search for the company’s genuine contact details online and check whether the call was legitimate. If it was, the company will be able to help you, and if it was a vishing attempt, letting the company know enables them to take action, and you will have protected yourself from fraud.
How to report a vishing scam
If you think you have been a victim of a vishing attack, call us immediately on 0330 355 0355. Then report to the FCA using their reporting form.
If you have lost money to suspected investment fraud, report it to Action Fraud on 0300 123 2040.
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 2020/21 tax year is £20,000. For Junior Cash ISAs, the allowance is £9,000.
Your eligible deposits with Triodos Bank UK Ltd are protected up to a total of £85,000. Learn more about the Financial Services Compensation Scheme.
As you'd expect from a bank, we take security very seriously - here are some things we do to keep you safe. To help you spot fraud, we’d also like you to know the things we’d never do.What we do
We will never contact you out of the blue to ask you:
If in doubt, call us on the number on our website, or delete the email without opening it.
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.
Cash cannot be paid in to the Triodos Current Account.
Please note that in order to protect our staff and to help reduce the spread of the Coronavirus, all our offices are closed to visitors from the general public at this time. This means it is not possible to deliver cheques to our office in person.
Money mules are people used to help launder money, often without realising that’s what they’re doing. They help move illegitimate funds (money gained illegally) between accounts so that the money then appears to be legitimate. They may be asked to receive money into their account, then withdraw it and put it into another account, sometimes in another country. Sometimes the money mules are offered compensation or commission.
Even if money mules don’t know the money they’re transferring is fraudulent, they are still committing fraud and money laundering, and could be sentenced to time in prison or to pay a fine.
Money mules are often recruited into this activity through false job adverts, or social media posts that promote quick money-making opportunities. Sometimes they are duped by fake social media profiles that pretend to want a romantic relationship with the victim to gain their trust and affection before asking this favour or blackmailing them. This is also known as romance fraud.
Never move money between accounts you don’t know and trust, especially because someone else has asked you to, or if you don’t know where that money has come from. If you are suspicious of money laundering, call us immediately on 0330 355 0355.
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.
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 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.
Yes, there are charges for foreign payments. Transactions will be processed using the exchange rate set by Mastercard
Yes, you can split your ISA allowance into different types of ISA: Cash, Stocks & Shares, Lifetime, and Innovative Finance.
Screen scraping happens when you allow a third party to log into your computer while you are using it, so they see what you are doing and can copy the data on the screens you are viewing. This is a way for third parties to be able to get access to your payment data or account overview.
Triodos Bank is not in favour of this practice, as it potentially compromises the integrity of your own computer and your passwords.
If the text is from a sender you know, or from a shortcode (five to eight digits long):
If the spoof text message (sometimes known as smishing) is from an unknown sender, or from an organisation you’re not familiar with:
Identity fraud happens when someone steals and uses your personal information to buy products or services. They get hold of this information in many ways - taking post from your bin, looking for information about you online, or contacting you directly, pretending to be from a real organisation.
There are several things you can do – offline and online - to protect your personal information. Here are a few tips.
Protect yourself offline:
Protect yourself online:
To sell your Triodos Impact Investment fund, you must complete a Redemption Form and send it to:
T. Bailey Asset Management Ltd
64-66 St James’s Street
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. Alternatively, for first class mail, you can post your form to us in the normal way, simply copy our above address without the first line.
The proceeds of the sale will be sent to your nominated bank account within 3 business days of the dealing date.
Please note that if you are not selling the whole of your holding, a minimum fund balance of £500 applies. If your instruction takes the fund below that minimum balance we will try to contact you to establish how you would like to proceed, however if we are unable to contact you we reserve the right to reject your instruction pending further clarity.
We offer three impact investment funds - the Triodos Global Equities Impact Fund, the Triodos Pioneer Impact Fund and the Triodos Sterling Bond Impact Fund. All the Impact Funds are available in two different share classes, distribution and capitalisation.
The minimum initial investment per Impact Investment Fund is £1,000, and the minimum top up amount is £500 per fund.
The minimum holding amount is £500 per share class. This means that your initial investment must be at least £1,000 per impact investment fund and £500 per share class. In addition to this, you are not able to sell part of your holding and leave a positive balance of below £500, and you will either need to sell your entire holding in that share class or if applicable a smaller amount.
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.
Her Majesty's Revenue and Customs (HMRC) ISA rules require you to make a declaration, when applying to open an ISA. This is to confirm that you are eligible to subscribe to your ISA.
If you haven't subscribed to your ISA for a whole tax year, then you need to declare your eligibility again and confirm that you haven't paid into another ISA of the same type in the current tax year. You will not be able to make any further deposits into your ISA until a new declaration is made.
If you have Triodos Internet Banking, you can complete a new declaration online. To do this, please log into internet banking and select 'Account Management, ISA Declaration Management', from the menu.
Alternatively you can download, print and complete a declaration form below, or you can contact us and we can post a declaration form to you.
Junior ISAs and Fixed Rate Cash ISAs do not need a new declaration to be made after the account is opened.
You can switch between funds and share classes by completing a fund switch form.
A fund switch is when you sell your holding in one fund or share class and buy back another. For example, if you hold the Triodos Global Equities Impact Fund and want to switch to the Triodos Pioneer Impact Fund you should download and complete the fund switch form. This will instruct us to sell your holding in the Triodos Global Equities Impact Fund and buy back the Triodos Pioneer Impact Fund.
We don’t charge for carrying out this instruction and the switch takes place at the same valuation point, however you must still meet the minimum investment amount of £1,000 and minimum top up amount of £500.
If you would like to switch, please ensure you have read the relevant Key Investor Information Document (KIID) which can be found under Key Documents.
Please note, when selling your holding outside of an ISA you will realise a capital gain or loss. Most individuals have a capital gains allowance of £12,300 (for the 2020/21 tax year), below which there is no charge on gains. If you happen to make a capital loss this can be used to offset future capital gains.
The Triodos Impact Investment Funds are sub-funds of Triodos SICAV I, a “Société d’Investissement à Capital Variable” established in Luxembourg. Triodos SICAV I has a Passport into the UK, enabling UK distribution. Triodos SICAV I, including its sub-funds, is governed by the law of the Grand Duchy of Luxembourg.The funds being offered in the UK are:
Triodos Global Equities Impact Fund
Triodos Global Equities Impact Fund offers investors the possibility to invest in equities issued by larger listed companies worldwide delivering superior social and environmental performance within their sector as well as a strong financial performance.
Triodos Pioneer Impact Fund
Triodos Pioneer Impact Fund provides investors the opportunity to invest in equities issued by innovative and pioneering small and medium-sized listed companies worldwide that focus on the sustainable themes of climate protection, clean planet, healthy living, and or corporate social responsibility.
If you receive a call from Triodos, we’ll be happy for you to question who we are and call us back on the number published on our website, just to make sure. If you can, call us back from a different phone, as an extra safety precaution. Fraudsters can clone numbers, so it may look like the number we use to call you.
We will never call you to ask you to transfer money or for your Digipass codes, and we will never ask you to download software onto your device. If someone calls pretending to be from Triodos, and they ask you to do these things, hang up immediately and report it to us on 0330 355 0355.
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.
Triodos will be offering Open Banking services from 14 September 2019, enabling providers to integrated 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.
Lost or stolen card?
Call us immediately - our card services team is available 24/7
Look through our frequently asked questions or send us a secure message through Internet Banking.