How can we help?
Help and support for individuals
FAQs
Once we’ve been notified that a customer has died:
- We will stop all payments and block access to all of the late customer's Triodos accounts to keep their accounts safe.
- We will remove Internet Banking access to the late customer's accounts (both on the website and Triodos Mobile App).
- Any debit cards in the late customer's name will be cancelled.
- Regular payments like Direct Debits and Standing Orders will also be stopped. If any of these need to continue (for example, payments for utility bills), please contact the companies who require the payments to make new payment arrangements.
- We will stop all marketing mailings straight away. If there are mailings already in the process of being sent, it may be too late to stop these.
- We will continue to send important communications about any changes to the accounts or services, such as changes to savings rates or Terms & Conditions. Please be aware that these documents will still be issued in the name of the customer who has died.
- Joint accounts will remain open in the name of the surviving account holder, who will be able to use the accounts as usual.
- Business accounts with remaining account operators or owners will also remain open and new account operators may be appointed by the business.
- We will remove Powers of Attorney from the account, because the Power of Attorney becomes null and void when the person dies. This includes Internet Banking and account access held by attorneys.
In order to be notified of a customer’s death, we usually need to see a copy of the death certificate and a completed Bereavement Notification Form(PDF).
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Yes. You can transfer an existing stocks and shares ISA to a Triodos Stocks and Shares ISA
If you don't already have a Triodos Stocks and Shares ISA, you will need to open one first. You can do this via the Triodos Mobile Banking App.
To request the transfer, you’ll need to download and complete the relevant form below. The forms are interactive so you can fill out your details online, but you’ll need to print the form and sign it using a pen.
Then simply return it to ‘Freepost TRIODOS BANK’ and we’ll transfer the funds directly between your ISAs and protect your tax-free ISA status. Do not move funds out of an ISA yourself, because your money will lose this ISA status.
The transfer process usually takes between 14-30 days. We’ll write to you when the transfer is complete.
Transfer from another provider to a Triodos Stocks and Shares ISA
Transfer from another Triodos ISA to a Triodos Stocks and Shares ISA
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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.
You can invest from as little as £25 per month when setting up a regular monthly investment, or from £250 for a lump sum or top up.
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Yes. You can transfer an existing cash ISA to your Triodos cash ISA. If you don't already have a Triodos cash ISA, you will need to open one first. Explore our range of ethical ISAs to find the right one for you, then apply via the Triodos Mobile Banking App.
To request the transfer, you’ll need to download and complete the relevant form below. The forms are interactive so you can fill out your details online, but you’ll need to print the form and sign it using a pen.
Then simply return it to ‘Freepost TRIODOS BANK’ and we’ll transfer the funds directly between your ISAs and protect your tax-free ISA status. Do not move funds out of an ISA yourself, because your money will lose this ISA status.
The transfer process usually takes between 14-30 days. We’ll write to you when the transfer is complete.
If you are transferring to a new Fixed Rate ISA, please note that it can take up to 30 days to complete a transfer. We must receive the funds from your existing provider within 60 days of the Fixed Rate ISA account opening date.
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Every Stocks and Shares ISA or Impact Investment Account has a linked Cash Account. Cash Accounts are used for:
- holding the cash that you will use to make new investments, including regular monthly investments
- receiving dividend payments
- receiving proceeds from selling shares
- holding cash to cover your Annual Service Charge (which is charged quarterly)
You may have more than one Cash Account as a separate Cash Account is needed for each investment account you have. For example, you may have one Stocks and Shares ISA Cash Account, a sole Impact Investment Cash Account and a joint Impact Investment Cash Account.
You will see your Cash Account coupled next to the Stocks and Shares ISA or Impact Investment Account it is linked to, in your account ‘Overview’ in the Mobile App or Internet Banking.
If you are adding money to your Cash Account for the first time (ready to purchase more shares or to cover your Annual Service Charge), then this will need to be transferred from your nominated account. Subsequent payments into your Cash Account can come from any of your accounts. Take care to select the correct Cash Account to transfer money into as you may have more than one Cash Account as described above. You can find your Cash Account bank account number within the Mobile App or Internet Banking, use this along with our sort code 16-58-10.
Once you add money into a Stocks and Shares ISA Cash Account linked to a Triodos Stocks and Shares ISA, this will count as an ISA subscription for the current tax year.
Please note, if you have not paid into your ISA since 5 April 2022 you will need to declare your eligibility before transferring your money. For more information see Do I need to declare my ISA and how do I do this in Internet Banking?
Money held in your Cash Account can be transferred out to your nominated account, though you may want to keep some money in your Cash Account to cover the Annual Service charge (charged quarterly), to cover regular monthly investments or to have a balance available to purchase more shares on an ad hoc basis. If you do not keep enough money in your Cash Account to cover your Annual Service Charge, we will instruct to sell shares in your investments to cover the required amount. See What are the charges for investing? for more details on the Annual Service Charge.
You may wish to set up a standing order to make regular payments into your Cash Account, to ensure money is available for your quarterly Annual Service Charge and/or for any regular monthly investments you set up. For more information see How do I add money to my Cash Account?
If you set up a standing order into your account, please ensure the money will be received and cleared in your Cash Account before your monthly investment date, bearing in mind that standing orders will not be processed on a weekend or a bank holiday.
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Trades are submitted to the fund manager at 10am each Business Day. So you can cancel a trade which has not been dealt at any time prior to this.
To cancel a pending instruction, go to your investment account in Internet Banking or the Mobile App where you will find ‘Pending’ instructions under the ‘Transactions’ section. Click on the instruction you would like to cancel, you will be shown the key dates for your instruction and a cancel button (which will not be shown if your instruction has now been dealt and is therefore no longer pending). Select ‘Cancel’ then click ‘Continue’ to confirm you would like to cancel your instruction. You will then see a message confirming that your instruction has been cancelled.
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If you are adding money to your Cash Account for the first time (ready to purchase more shares or to cover your Annual Service Charge), then this will need to be transferred from your nominated account. Subsequent payments into your Cash Account can come from any account in your name. Take care to select the correct Cash Account to transfer money into as you may have more than one Cash Account. For example, you may have one Stocks and Shares ISA Cash Account, a sole Impact Investment Cash Account and a joint Impact Investment Cash Account.
You can find your Cash Account bank account number within the Triodos Mobile Banking App or Internet Banking, use this along with our sort code 16-58-10.
Please note, if you have not paid into your ISA since 5 April 2022 you will need to declare your eligibility before transferring your money. For more information see Do I need to declare my ISA and how do I do this in Internet Banking?
You may wish to set up a standing order to make regular payments into your Cash Account, to ensure money is available for your quarterly Annual Service Charge and/or for any regular monthly investments you set up.
If you set up a standing order into your account, please ensure the money will be received and cleared in your Cash Account before your monthly investment date, bearing in mind that standing orders will not be processed on a weekend or a bank holiday.
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We apply a 0.4% Annual Service Charge which is charged on a quarterly basis. The Annual Service Charge is collected by Triodos Bank UK to cover costs of providing our investment services, including ongoing administration costs.
The Annual Service Charge is expressed as an annual percentage and is calculated quarterly based on the average value of your holding across the previous quarter. On the first Calendar Day of a new quarter we will check your Cash Account to see if cash is available to cover the Annual Service Charge for the previous quarter. If cash is available, it will be earmarked and debited the same day, unless it’s a weekend, in which case the money will be debited on the next weekday. If there is an insufficient cash balance on this day, we will instruct to sell shares in your investments to cover the whole amount (there is no charge to pay your Annual Service Charge in this way). To avoid this scenario occurring, you should endeavour to have a sufficient cash balance within your Cash Account to satisfy any applicable charges.
For more information, please also see How can I pay for my Annual Service Charge? and How do you decide which shares to sell from my holdings to cover my Annual Service Charge?
Please be aware that the sale of shares to cover the Annual Service Charge is classified as a disposal for Capital Gains Tax purposes and may need to be declared to HMRC.
The Annual Service Charge will be itemised on your quarterly statement, which provides a breakdown of all charges applied over the previous quarter along with any additional trades during the period.
The Ongoing Charges Figure (OCF, also known as the Total Expense Ratio or TER) is the ongoing costs of running the funds. The OCF includes the fund managers Annual Management Charge and other expenses of running the fund, such as the board of directors and audit fees. The Annual Management Charge is the charge taken by Triodos Investment Management to select investments based on their sustainable and financial performance.
The OCF is expressed as an annual percentage and is calculated and deducted from the fund daily. The charge is reflected in the value of the fund and you do not need to pay for it separately.
Please visit the fund pages on our website for details of the current OCF being applied:
Triodos Global Equity Impact Fund
Triodos Sterling Bond Impact Fund
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There is no rush to deal with the personal accounts of someone you have lost. Once you have notified us that they have died, we will freeze their accounts to keep them safe. We will support you in managing their Triodos accounts as soon as you are ready.
What happens next will also depend on the type of accounts held:
- Joint accounts will remain open in the name of the surviving account holder, who will be able to use the accounts as normal.
- If there was a Power of Attorney in place for the person who has died, please be aware that we will remove Powers of Attorney from the account. This is because the Power of Attorney becomes null and void when the person this was for has died.
- If the late customer held an ISA, and has a surviving spouse or civil partner, please note that an Additional Permitted Subscription (APS) must be completed within three years of the date that they died. Please see our FAQ to find out more: Does Triodos offer an Additional Permitted Subscription (APS) for Individual Savings Accounts (ISAs)?
- ISA accounts will be closed 3 years and 1 day after the date of death, if an instruction to close the ISA has not been received from the representatives of the estate, to comply with HMRC rules.
We understand that this can be a really difficult time for you and your loved ones. If you would like to talk to someone about it, we recommend contacting Cruse Bereavement Care on their free helpline or web chat.
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The timescales can vary significantly and are often dependent on a wide range of factors. Things like applying for Probate can take a long time and may slow things down. For this reason, if you tell us that you’re applying for Probate, we won’t contact you for at least six months.
If you’re not sure what’s happening with the process, or whether we're still awaiting outstanding documentation, please contact us on please give us a call on 0330 355 0355 (or +44 117 973 9339 from abroad). Lines are open from 8am-6pm, Monday to Friday, and 9am-6pm on Thursdays.
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Yes you can transfer other cash ISAs into a Triodos Fixed Rate Cash ISA. You can transfer previous and current years subscriptions held in another cash ISA. Transfers must be complete and funds received into your Triodos Fixed Rate Cash ISA within 60 days from account opening.
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The Financial Services Compensation Scheme (FSCS) is a UK body which gives you automatic protection up to £85,000 if your bank, building society, or credit union goes out of business.
Your eligible deposits with Triodos Bank UK are protected up to a total of £85,000 by the FSCS. An eligible deposit is money in accounts such as current and savings accounts, including cash ISAs. With Triodos, this will also cover cash held in investment accounts but not the investments themselves.
Please note that the £85,000 will apply to the total of all eligible deposits with Triodos Bank rather than per account or product. Any deposits over this amount are unlikely to be covered.
For more information, please visit the Triodos FSCS webpage.
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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 2023/24 tax year is £20,000. For Junior Cash ISAs, the allowance is £9,000.
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You can recommend as many friends to Triodos Bank as you wish. However, we will only make up to a maximum of 30 donations to your chosen charity within a 12-month period for every eligible friend you refer. See terms and conditions for full details. We’d be delighted though of course if you wanted to recommend many more friends and family but unfortunately it would have to be outside of the Refer a Friend Scheme.
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Cash cannot be paid in to the Triodos Current Account. 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 them via our freepost service to our office in Bristol - Freepost TRIODOS BANK. This is an untracked 2nd class service, however, if you are sending in cheques or original documents, you may wish to use our registered address (this will require a stamp):
Triodos Bank
Deanery Road
Bristol
BS1 5AS
Please include the sort code and account number of the account you wish the cheque to be credited to.
Our Bristol office has reopened to visitors from the general public, so you can also deliver cheques in person during our office hours.
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Yes, you can split your ISA allowance into different types of ISA: Cash, Stocks & Shares, Lifetime, and Innovative Finance.
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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.
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Yes.
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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.
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- If you complete a paper Bereavement Notification Form(PDF), please enclose an original or certified copy of the Death Certificate with this.
- If you complete the Bereavement Notification Form(PDF) digitally, we ask you to upload a clear scan or photograph of the Death Certificate with it. We aim to verify these copies against information from the General Register Office and will let you know when this is complete.
Where this is not possible, we will ask you to send us an original or certified copy of the Death Certificate. You only need to send this to us if we ask for it.
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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 continue to review the options, remaining conscious of maintaining a high quality of service for all our customers.
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We can pay it on the first of each month into an account you choose when you apply, or we pay it annually on the anniversary of your Bond, and at the end when the bond matures.
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Yes, you can change your existing Triodos cash ISA to a Triodos Online Cash ISA by completing and posting us the form below.
Changes to a different type of Triodos cash ISA are not permitted from Triodos Ethical Junior Cash ISAs or non-ISA savings accounts.
Before downloading the form to change your account type, please make sure you have read the following;
- Summary Box for Triodos Online Cash ISA
- Personal Banking Terms and Conditions
- Tariff of charges for Personal Customers
- FSCS 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.
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It will depend on what type of account you have. Fixed rate accounts will not change because the interest rate is set at the start date of the term. Rates on variable rate accounts will be reviewed whenever the base rate changes. If the rate on your account increases, we will let you know within 30 days of the change. If the rate decreases, we will let you know at least 14 days before the date of the change. The current rates on all our products are available in our interest rates for savings accounts and interest rates for business accounts.
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After the first 30 days, you cannot withdraw your funds or close the account. The account can only be closed before the end of the term on death of a sole depositor, or in certain exceptional circumstances at our discretion. Where the bond is held in joint names, on the death of one account holder we will require a new mandate and transfer the bond into the name of the remaining account holder.
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How-to guides
How to set up a regular monthly investment
The 7-day switch process
How to transfer an ISA to a Triodos cash ISA
How to check that a website is genuine
How to buy shares or top up your impact investment
How to check that an email from Triodos Bank is genuine
Managing your bills
What to do if you have a loss of income through redundancy, early retirement or another life change
Change the type of cash ISA held with Triodos Bank
How to sell your impact investment shares
How to transfer an existing ISA to a Triodos Stocks & Shares ISA
How to report fraud
How to update your account and personal details
Documents
- Interest rates for personal accounts (including discontinued accounts)62 KB, PDF
- Triodos Online Saver Plus Summary Box28 KB, PDF
- Triodos Online Saver Summary Box36 KB, PDF
- Triodos Online Cash ISA Summary Box36 KB, PDF
- Terms and Conditions for our Impact Investment Funds and Ethical Stocks and Shares ISA - effective from 1 January 2024138 KB, PDF
- Savings factsheet68 KB, PDF
- Transfer an ISA from another provider to a Triodos Stocks and Shares ISA195 KB, PDF
- Financial Services Compensation Scheme (FSCS) information sheet79 KB, PDF
- Cash ISA declaration form60 KB, PDF
- Triodos Ethical Savings Bonds Summary Box39 KB, PDF
- Privacy Statement68 KB, PDF
- Triodos Impact Investment Funds and Ethical Stocks and Shares ISA Supplementary Information Document - until 31 December 2023215 KB, PDF
- Transfer between existing Triodos ISAs 173 KB, PDF
- Personal banking tariff for current and savings accounts36 KB, PDF
- Triodos Bank Terms and Conditions for Impact Investment Funds and Stocks and Shares ISA - effective until 31 December 202394 KB, PDF
- Triodos Two Year Fixed Rate Cash ISA Summary Box39 KB, PDF
- UK Best Execution Policy - effective until 31 December 202378 KB, PDF
- Terms and Conditions for our personal savings accounts146 KB, PDF
- Triodos Saver Summary Box32 KB, PDF
- Our Business Principles48 KB, PDF
- Triodos mobile app terms and conditions49 KB, PDF
- Transfer to the Triodos Junior ISA from another provider≈ 1 MB
- Current Account switch guide2 MB, PDF
- Cash ISA account type change request form159 KB, PDF
- Terms and Conditions for the Triodos Current Account87 KB, PDF
- Triodos Current Account - key features and what you need to know52 KB, PDF
- Internet banking application form for joint accounts94 KB, PDF
- Transfer an ISA from another provider to a Triodos cash ISA98 KB, PDF
- Personal Savings: Change of account type request form69 KB, PDF
- Internet banking application form for sole accounts83 KB, PDF
- Current Account Switch Service account closure instruction40 KB, PDF
- Current account fee information document67 KB, PDF
- Terms and Conditions for our Text Message Service35 KB, PDF
- Instruction to remove an account holder37 KB, PDF
- Your Guide to ISAs with Impact804 KB, PDF
- Joint accounts: Add a new account holder to the Triodos Current Account110 KB, PDF
- Application for a Triodos Current Account with a Power of Attorney388 KB, PDF
- Full scheme document (updated 8 February 2019) - Triodos Bank UK change of legal structure ≈ 1 MB
- Complaints procedure65 KB, PDF
- Current Account Switch Data Privacy Notice41 KB, PDF
- Customer letter - proposed transfer of business≈ 1 MB
- Disputed transaction – additional information form83 KB, PDF
- Current Account Switch Guarantee≈ 1 MB
- Triodos Bank Annual Report 2015≈ 1 MB
- Triodos Bank Annual Report 2012≈ 1 MB
- A to Z Guide to Impacting Investing1 MB, PDF
- Mastercard Identity Check Terms of Use35 KB, PDF
- Bereavement Notification Form365 KB, PDF
- Personal data rights request form≈ 1 MB
- Accessing your money at an ATM22 KB, PDF
- Triodos Impact Investment Funds and Ethical Stocks and Shares ISA Supplementary Information Document - from 1 January 2024212 KB, PDF
- The Foundation event space application form≈ 1 MB
- Triodos Bank UK explanatory statement≈ 1 MB
- Triodos Bank Annual Report 2016≈ 1 MB
- MTF Platform Listing: Overview steps: 23 Feb 20231 MB, PDF
- Account Closure Form for a customer who has died121 KB, PDF
Contact us
Opening hours (excluding bank holidays)
- Mon to Fri: 8am-6pm (Thu: 9am-6pm)
- Sat-Sun: 10am-4pm (for calls about fraud, or blocked internet access on the personal current account)
Lost or stolen card?
Call us immediately - our card services team is available 24/7
Existing customer?
- Look through our frequently asked questions
- Send us a secure message through Internet Banking