Historically, smaller challenger banks such as Triodos had no option but to utilise one of the “big four” banks (NatWest Group, 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.

Tree-oh-dos

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 opening hours are published on our help and support page. 

We are part of the Current Account Switch Service so customers can switch current accounts to Triodos Bank from another UK bank or building society quickly and easily.

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.

(From abroad:  +44 117 973 9339)

We're open 8am-6pm Monday-Friday (9am-6pm Thursday)

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

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
20 Old Bailey
London
EC4M 7LN

Triodos Bank
50 Frederick Street
Edinburgh
EH2 1EX

Only for long-term funding. We don't fund build-and-sell projects.

Fraudsters often look for data on people that they can use to impersonate or defraud them.

They may research you or your colleagues, so we advise that you educate your staff about protecting their data and ensure they are fraud aware too.

What kind of data might a fraudster steal?

• Personal details, such as your name, address, date of birth and National Insurance number.
• Contact details like your mobile phone, landline, work number and email address(es).
• Memorable information used for security and passwords, such as mother’s maiden name, schools or university attended, pet names, car makes and names of family members.
• Your bank account number, sort code and card details.
• PINs, passwords, Digipass number or other login details.

Ways fraudsters might get hold of your data:

• Social media and online forums – LinkedIn, Facebook, Twitter, Instagram, Reddit – all public platforms could hold a wealth of information about you, your employees, your business and your customers.
• Your company website – if your business has a website, consider what information you include. We advise you not to put your bank details on your website, as fraudsters can use this to impersonate you or your bank.
• Competitions and quizzes – particularly those found on social media websites.
• Calling you and pretending to be a trusted organisation.
• Companies who sell your email address or phone number - always read terms and conditions when signing up for a product or service.
• Bank statements, post and paper documents. Always lock away documents that hold sensitive information and destroy them when no longer required.
• Hacking into email accounts. Ensure your IT systems are secure and be wary of using shared internet connections outside of work. Consider that your suppliers, customers and partners can also have their emails hacked. We recommend that you do not share sensitive data via email – if you need to, encrypt the information with a password.
  

£20,000 per day for Personal current account payments

£100,000 per day for Personal savings account customers.

£100,000 per transaction for Business customers.

The Faster Payment limit is cumulative and includes all amounts authorised on that day, even payments set for a future date. You are able to make multiple Faster Payments a day, but once the daily limit is reached, the payment needs to be made as a CHAPS payment, with a fee of £20.00.

If you are making payments above £20,000 there are new daily payment limits. Find out more.

Triodos Bank does not offer mortgages for personal or business customers in the UK at present. We regularly review the products and services that we offer along with customer feedback to determine and prioritise future enhancements. However this is not a product we are looking to launch in the foreseeable future. We do offer this product in some of our European branches but at present there are no plans to launch in the UK. More about our business lending.

We are committed to looking after our co-workers and mitigating any potential impact of the Covid-19 outbreak to the provision of our banking services. We have implemented our business contingency plans and have been following the Public Health England preventive measures and aligning with the appropriate international travel restrictions.

We may consider a request for a buy to let, but there would need to be a strong social aspect and the properties would need to be built or refurbished to the highest possible eco standards.

The sort code for Triodos Bank is: 16-58-10

For international payments to a Triodos account the above sort code is not valid. Also mandatory information is needed to ensure a foreign payment reaches your account.

Our Edinburgh office is a base for our business banking team in Scotland. 

Triodos Bank
50 Frederick Street
Edinburgh
EH2  1EX

Please note that in order to protect our co-workers and to help reduce the spread of the Coronavirus, all our offices are closed to visitors from the general public at this time.

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 opening hours are published on our help and support page.

Yes, Open Banking services are also available to Business Current Account and Charity Current Account customers.

Yes, Confirmation of Payee (CoP) is an account name-checking service that has been introduced to combat fraud and misdirected payments. Triodos is part of the UK industry-wide scheme for incoming and outbound payments, and a CoP check will be performed every time you send money from your Triodos account. We encourage you still continue to check payment details in line with our guidance, and regularly review our website for information on how to prevent fraud.

As an online bank, we don't have any branches or provide counter banking services via the Post Office, but you can call our friendly, Bristol-based contact team on 0330 355 0355 or if abroad on +44 (0)1179 739339.

Opening hours (excluding bank holidays)

• Monday to Friday: 8am-6pm (Thursday: 9am-6pm)
• Weekends: 10am-4pm for calls about fraud, or blocked digipass access on the personal current account)

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:

• Your bank account has been compromised
  You receive call from what appears to be Triodos Bank’s phone number. When you answer, you hear a recording pretending to be from Triodos, saying that your bank account has been compromised, and you need to call a freephone number to reset your security details. Calling this number, you would hear another automated message asking for your bank account number, Digipass code or other personal details via the phone keypad.
• You’re eligible for a loan
  You are offered loan or credit terms too good to be true (they probably are), and to receive the money, you just need to pay an upfront fee or provide your security details.
• You’re due a refund
  You receive a message that says you are due a refund. This is usually someone claiming to be from a trusted organisation. If you opt in – usually by pressing a number on your telephone - you will be redirected to a call centre agent who will attempt to defraud you or steal your information.
• Don’t miss this investment opportunity
  An automated voice message tells you about an investment opportunity too good to turn down. You’ll be encouraged to transfer money to invest in a company or service that doesn’t exist.
• You’ve won a prize
  Victims hear an automated voice message about a free offer or prize, and just need to pay postage, redemption or admin fees to claim. There’s often a deadline to hurry people into handing over their card details.

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.

If the call relates to an investment opportunity, check the FCA register to see if the investor is regulated, and confirm the company exists by checking Companies House.

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.

Bank impersonation fraud is when a fraudster impersonates someone from the bank in order to trick a victim into making payments to a fraudulent account.

What a fraudster might do:

• A fraudster usually calls their victim, though may use email or another contact method. It’s likely they already know information about the victim, including their name and who they bank with.
• While impersonating the bank staff member, the fraudster might tell the victim their account is under threat and they need to make payments to a “safe account” or set up payments in order to “block the funds”.
• The fraudster might ask for details from the Digipass so they can access the account and make payments to the fraudulent account themselves.
• The fraudster might ask the victim to download screen sharing software so they can view or control the victim’s computer. This can make it easier to take control of the account.
• In any scenario, the fraudster will foster a feeling of panic in order to get the victim to comply with their requests as quickly as possible.
• Fraudsters might also impersonate other well-known, trusted companies such as Microsoft, Apple, BT or HMRC.

What Triodos Bank will never do

• We’ll never call you to tell you to log into internet banking or to make a payment to a “safe account”. If we believe your account to be under threat, we can block the account ourselves and do not need you to do anything from your end.
• We’ll never ask you for your full Digipass number or your Digipass PIN.
• We’ll never ask you to download any software onto your PC or mobile phone.

What you can do to protect yourself

• Never give out your personal details to someone who has called you unexpectedly.
• Never download any software onto your PC or mobile phone when asked by someone over the phone or by email – even if you think you are speaking to a trusted organisation.
• Never give anyone your Digipass number or your Digipass PIN. Triodos will never ask for this information.
• Do not let someone else use your Digipass – even a colleague or family member. Your Digipass is assigned to you as an individual and must only be used by yourself. If you leave your place of work, please let us know and we can arrange for your Digipass to be cancelled.
• If you are unsure about someone who has called you claiming to be from the bank or another company, hang up and call back on the company’s published telephone number.

To see what consents are active on your account, log into Internet Banking and go to ‘Account Profile’ and then ‘Open Banking Consents’. If you use our mobile app you can find this under ‘More’, ‘Preferences and privacy’.

As a result of the UK’s planned withdrawal from the European Union (also known as Brexit), Triodos has made some necessary changes in our set up as a bank. We have created a new subsidiary company, Triodos Bank UK Ltd, wholly owned by Triodos Bank N.V. The new structure came into effect on 1 May 2019. Read more about Triodos Bank UK's change of legal structure.

Did you know you can now replace your digipass with the Triodos Mobile Banking App? Find out how. 

If you need a new digipass because the battery is low (when it displays 5%) please let us know and we will send you a replacement. You should receive this within 5 business days.

We will replace your digipass free of charge when the battery level is 5% or less. In our experience when it proactively displays “Low Battery” it will still have quite a long battery life left. You can find out the amount of battery left on your digipass by following these instructions:

If you have the older style navy blue digipass:

• Turn it on by pressing the red power button.
• Press the letter “T” button five times until the display shows “TEST BATT?”
• Press the “=” sign.
  

The display will tell you what percent of battery you have left.

If you have the green digipass:

• Turn it on by pressing the OK button on the lower right of the digipass.
• Press the “>” button four times until you see “5. Info” on the screen.
• Press OK.
• Press the “>” button three times until it states “4. Battery level” on the screen.
• Press OK.

The display will tell you what percent of battery you have left.

We appreciate that some of our business customers may be impacted directly or indirectly by Covid-19 (Coronavirus). We are committed to supporting any viable business in managing through the impact and uncertainty. Please contact us to discuss what support we can provide.

Setting up a Direct Debit should be done through the company who will be claiming the Direct Debit. You can cancel a Direct Debit in the Triodos Mobile Banking App under ‘More’, ‘Account settings’ then ‘Direct Debits’, or in Internet Banking under ‘Self Service’, ‘Account settings’ then ‘Direct Debits’. You will need to contact the company who claim the Direct Debit to cancel it with them as well.

If you lose your connection after authorising a normal payment it will still be processed as normal - use the transaction history option to check the status of your payments. If the payment is not shown on one of these pages then it is still awaiting authorisation. If you lose your connection before authorisation they try logging back in and check the status of your payments. If you are unsure then please call the helpdesk. If you lose your connection after making an international payment, faster payment or urgent payment, please contact the helpdesk (call on 0330 355 0355 or alternatively you can email: [email protected]) who will confirm if the payment has been successfully authorised or not.

If you wish to close a business or charity savings or current account, please follow the instructions below:

• Please send a written instruction, signed in accordance with your account mandate confirming the closure and the account number, sort code and name of the account you would like any remaining balance to be paid to. Please send this to:

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

In December 2021 we closed our accounts to new business and charity customers as we were experiencing exceptionally high levels of demand across all of the accounts and services we offer.

We took the decision to focus our growth around specific products so as to not compromise the high standards of customer service we are able to provide.

New business and charity current accounts are currently only available to existing customers in exceptional circumstances.

As of July 2024, business savings accounts are available to existing business and charity customers who meet certain criteria. 

All account applications currently remain closed to new customers. 

We continue to provide business and charity lending and capital raising that delivers positive impact. We believe this focus on what we have always done best - providing specialist, sustainable finance for entrepreneurs and organisations working to tackle the biggest challenges of our time - is needed now more than ever as we strive to combat the multiple crises facing us. 

It’s totally up to you whether you use Opening Banking services or not. If you don’t want to use Open Banking you don’t need to do anything, you can simply carry on using your current account as you do now with no change to how your account information is used.

No. This allows us to commit more money to ethical organisations that help people and the environment.

This depends entirely on you. We first help to determine what kind of capital you need. We then ensure we find the right mix of investors to provide it.

We have unique access to over 6,000 registered users on our investment crowdfunding platform – we’re the only UK bank to offer its own crowdfunding platform. These social investors are keen to make a positive impact with their money, as well as earn a financial return.

Over the last 20 years, we have also developed strong relationships with an increasingly wide range of other investors including:

• Charitable trusts and foundations
• Social investment funds
• Family offices
• Housing associations
• Private banks and wealth managers
• IFAs and financial planners

In recent years, we’ve raised over £150m capital for over 60 impact projects and from a blend of these investors.

If the text is from a sender you know, or from a shortcode (five to eight digits long):

• Reply ‘STOP’. You shouldn’t be charged for this, and it will let the sender know you don’t want to receive their text messages.
• If you’re unhappy about receiving the text or continue to receive them after asking the sender to stop, you can complain to the Information Commissioners Office (ICO) on 0303 123 1113 or online.

If the spoof text message (sometimes known as smishing) is from an unknown sender, or from an organisation you’re not familiar with:

• Do not reply or click on a link in the text. Responding confirms your number is active and could result in you receiving more messages or calls.
• Report the spam text to your network operator. Simply forward the text to 7726. An easy way to remember ‘7726’ is that they’re the numbers on your phone keypad that spell out the word ‘SPAM’. You may get an automated response thanking you for the report and giving you further instructions if needed, like forwarding on the number the spam text message was sent from. You won’t be charged for forwarding spam texts to 7726.
  

Please contact us by sending a secure message in internet banking or call us on 0330 355 0355

• If you are a personal representative of the customer who has died, please let us know if they operated any Triodos Business accounts. You can provide the account numbers or company name(s) on the Bereavement Notification Form(PDF), if you know them. We will block their account access straight away. You may also notify us by phone.
• If you represent the business, you may also notify us by phone. If an account operator has died, the remaining account operator(s) should complete a Business Banking change of account operator form - current, deposit, and loans(PDF) as soon as possible. We will update the account mandate and internet banking access, as appropriate.
• Where the late customer was the only account operator on the account(s) of a business that will continue to operate, we will require further documentation from the directors of the company, in addition to the Death Certificate. Please call us to discuss the circumstances.
• Sole trader accounts may be closed by completing an Account Closure form, which we will provide to the personal representatives when they send us the Bereavement Notification Form.
• If the late customer was an ultimate beneficial owner (UBO) for a business account (including trusts), we will ask for the Death Certificate and any relevant Grant of Representation.

Business Banking customers only can import a file containing a batch of payments. Normally you will create this file in your accounting software.

Go to ‘Payments’, ‘Batch Payments’ and click on ‘Upload batch payments’. The Import Payments page allows you to select a file for import by browsing any of the drives accessible to your computer. Once you have selected the file, you need to authorise the import using your digipass.

• Import file specification - batch payment format
• Import file specification - BACS format (agency transactions)

You can see a history of imported files, including status, in your Internet Banking under the ‘Account Information’ tab, on the page ‘Imported Files History’.

We look to support any customer who is concerned regarding fees and charges following the outbreak of Covid-19 (Coronavirus). If your circumstances are causing you to worry or causing you financial stress, please contact us so we can discuss with you any options to support.

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. 

Please be aware that as a result of the UK’s withdrawal from the European Union we have reluctantly concluded 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.

We are required to collect and report the information from your CRS self-certification form to HMRC, along with details about the accounts and products you have with us, including:

• Your tax residency/residencies
• Your address
• Your telephone number
• The balance or value of your accounts
• The total amounts of interest or payments credited
  
  

Please refer to the HMRC website for more information about automatic exchange of information. 

The Internet Banking log in screen has three different tabs for you to choose from.

• Log in with digipass.
• Log in with username and password.
• Log in with Mobile App.

Select the option that is right for you and follow the on-screen steps.

If you are a business customer and have requested a digipass that hasn’t arrived, or you have lost a digipass, please contact us.

We have now developed a policy for lending to businesses involved in tourism (accommodation providers / campsites / visitor attractions / recreation).

We are pleased to be working in conjunction with the Green Tourism . Green Tourism is the national sustainable tourism certification scheme for the UK, and businesses opting to join Green Tourism are assessed by a qualified grading advisor against a rigorous set of criteria, covering a range of areas, like energy and water efficiency, waste management and biodiversity. Businesses are awarded a business Bronze, Silver or Gold accreditation depending on the outcome of their assessment.

It is a condition of any lending (loan or overdraft) that a business is accredited to a minimum standard of Silver within a specified period of the facility being made available

When you send money, we will check with the bank you’re sending money to that the name on the account matches the bank details you’ve provided, and let you know if they don’t.

One of the following results will appear on your screen:

The recipient account name is a match

Means the recipient account name you entered matches the payee’s account name.

The recipient name you gave us is a close match, but not exactly the same as the name held on the account

Means the recipient name you gave us is a close match to the name held on the account but not an exact match. We will show the name on the account you’re paying to help you decide whether it’s the right person. You should also double-check the details and request another CoP check before sending any payment.

The recipient name you gave us is not the same as the name held on the account

Means the recipient name you gave us is different to the name held on the account. You should double-check the details and request another CoP check, otherwise your money could be sent to the wrong account.

It is important to be aware that if you choose to go ahead anyway, and the account does not belong to the intended recipient, we may not be able to get your money back.

The recipient bank account does not exist

Means it may be that the recipient account sort code or account number has been entered incorrectly, or the account may be closed. You will need to check with the recipient if their details are correct before you are able to make a payment. If an account does not exist, the payment can't be made.

Unable to check the name, please try again later

Sometimes we won’t be able to check the name on the account you’re sending money to. That doesn’t mean that anything’s wrong. It could just be that the payee’s bank or building society isn’t using CoP yet.

You can continue with the payment – but always double-check yourself that the account name and details are correct.

We are unable to verify these details with the recipient bank at this time – please check the details before continuing

Sometimes we won’t be able to check the name on the account you’re sending money to. That doesn’t mean that anything’s wrong. It could just be that the payee’s bank or building society isn’t using CoP yet.

You can continue with the payment – but always double-check yourself that the account name and details are correct.

A security word is a word chosen by you to help us verify your identity when you phone us or at any other time when we need to validate that it is you asking us for information or to do something on your account(s) . The security word is a memorable word chosen by you and can be anything you want. You will have provided this either as part of an online or paper application, on a form you’ve sent us by post or you may have set or changed it when you were logged into your internet banking. For example it could be a memorable name or place or something that means something to you. For additional security we do not provide any guidance on what this word should be.  

• Security has been at the core of the development of Open Banking. It uses Bank-level security which means that it uses rigorously tested software and systems. Any data that is shared is protected and encrypted. It’s regulated, meaning that only providers registered with the Financial Conduct Authority (FCA) can provide these services; you have control to decide to stop sharing your data at any time.
• When you sign up with a Third Party Provider (TPP), we will check that they are registered. We will never share your account information with a TPP that is not registered.
• If you do decide to use Open Banking we will only ever share the information that you have chosen to share, for example, the balance of your current account, nothing more.
• Each provider of Open Banking must comply with Data Protection Laws and be approved by and registered with the Financial Conduct Authority (FCA). They will never take any action on your account without your explicit consent or share your account information outside of the agreement that you made with them.

This is when fraudsters send fake invoices claiming to be from a real business you work with. Sometimes they hack the emails of your supplier to send the invoice, so the email address is genuine, but the payment details are changed to those owned by the fraudster. It’s sensible to call your suppliers on the number on their website to verify their payment details before you pay new account details for the first time.

Steps you can take to protect against invoice fraud:

• Check invoices carefully
  All staff who process supplier invoices and have the authority to change bank details should check supplier names, addresses, invoice amount and bank details to ensure they’re correct.
• Verify payment changes
  If a supplier asks to update their payment details, always verify it with them by calling the number on their website.
• Follow up invoice payments
  When you pay a supplier invoice, let the supplier know the payment has been made, confirming the amount and bank details paid into.
• Check bank statements carefully
  Report all suspicious debits to your bank immediately.
• Call suppliers back
  If you are suspicious about a phone request, say you’ll call the supplier back. Use the number published on their website or saved to your phone so you know it’s the genuine number you’re calling.
• Review public information about your suppliers
  Fraudsters often thoroughly research suppliers of organisations so that they can convincingly impersonate them. It may be a good idea to remove any information about your suppliers from your website and other public materials.

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 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

Fraudsters are taking advantage of the uncertainty around Coronavirus (Covid-19) to try to access customer details and accounts. We’ll never ask you to log into Internet Banking, for Digipass details or to move money to a safe account. Be vigilant and call us on our published phone number if concerned. Visit www.triodos.co.uk/business-fraud for more.

The current price in euro can be found on the Depository Receipt pages of the website. For the current price in sterling please call us on 0330 355 0355.

Start by going to our website www.triodos.co.uk and in the top right-hand corner you'll see a link for "Log in" to Internet Banking.

If you have set up the Triodos App, you can log into Internet Banking using the app’s QR scanner on a second device. You can find more information on how this works here.

If you’re a Current Account customer and you do not use the Triodos App you will need your digipass and PIN, and details regarding the security word you set up when applying for the account.

If you’re a Personal Savings or Investments customer and do not use the Triodos App, you will need your username and password.

If you hold Savings accounts only with Triodos you will use a username and password to log into your Internet Banking. If we are unable to match the information you have entered on our username reminder request page with the information we hold on record you will need to contact us. We will be able to send a username reminder email to your registered email address. When calling us, please have your account number and security details at hand.

The base rate is set by the Bank of England and is the amount of interest it pays to all banks and building societies in the UK. Increasing or decreasing this rate helps to control inflation and influence overall borrowing in the economy.

As a result the base rate is a critical factor in how much banks and building societies charge the people and organisations who borrow money, and this influences how much interest can be paid to the people and organisations who save money.

It can be very difficult to spot a fraudulent call. The best thing you can do if you get an unexpected call – especially if the person is asking you to make a payment or move funds, or rushing you to make a decision – is to call the organisation back on the number published on their website.

Fraudsters may call you or someone in your team and pretend to be a well-known business like BT, the bank, HMRC, the police, a supplier or even another person in your business.

Examples of what a fraudster might ask you to do:

• Move your money to a safe, secure holding account
  Fraudsters often call businesses pretending to be from their bank. They may ask you to move your money to a safe account because of suspected fraud or risk to your account. In reality, this ‘safe’ account is controlled by the fraudster. Hang up and report it to Action Fraud UK and your bank.
  
• Change the payment details of one of your suppliers
  Fraudsters often impersonate suppliers and ask businesses to pay into a new account – controlled by the fraudster. Check the caller is genuinely your supplier by calling back on the number on their website or, better still, by calling your direct contact at the company.
• Download something – software, a programme, app or other online tool
  Fraudsters may tell you there’s something wrong with your computer and it’s not secure. By downloading some software, they’ll be able to fix it for you. They might even offer you compensation or a refund for this inconvenience. In reality, the downloaded software could give them access to your computer. They may ask you to log in to your internet banking so they can issue your refund, when really they’re asking you to authorise payments into their own account. Triodos will never call you out of the blue and ask you to transfer money into another account, or download something onto your device.
• Tell them your Digipass codes
  Your Digipass codes give permission for money to leave your account. Never give these codes, no matter what they tell you. We will never ask you for these codes.
  

Our savings rates are not directly linked to the Bank of England Base Rate, and it is just one of several factors we must take into consideration when deciding what they should be.  For example, the proportion of our lending that is fixed and doesn’t move with the base rate, and the overall balance between savings and loans are just some of the factors that then affect how much interest we pay savers.

We will always review our rates when the base rate changes and will pass on as much of any change as we can.  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.

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.

A large number of co-workers are working from home; however our office remains open for business-critical functions and to ensure our services are resilient.

In order to protect our co-workers and to help reduce the spread of the virus, all our offices are closed to visitors from the general public at this time. This includes our head office in Bristol and our offices in Edinburgh and London.

We’re here to support customers who may be impacted by Covid-19 (Coronavirus) - please contact your Relationship Manager to discuss what support we can provide.

You can cancel a standing order through Internet Banking or through the Triodos Mobile Banking App.

In Internet Banking, go to your account, select ‘Upcoming’, select the Standing Order you wish to cancel, and select ‘Delete’.

In the Triodos Mobile App, go to your account then the ‘Upcoming’ tab and select and delete the payment.

If paid, cash dividends will be automatically paid by electronic bank transfer to your Depository Receipt Cash Account. Dividends will be converted from euros to sterling and will be subject to the euro-sterling exchange rate.

Depository Receipts are traded in euros and dividends, if paid, are in euros. Your total return is therefore subject to the euro-sterling exchange rate. This may adversely affect the sterling value of any investment in Triodos Bank or the amount of dividends you receive.

CEO Fraud is when cyber criminals hack into company email accounts, or set up a fake personal email account, to impersonate the CEO, Managing Director or senior staff and ask an employee to make payments to an account managed by the fraudster. They’ll typically target a company's finance department, but may also target other employees who have authority to make payments.

Usually the request sounds urgent, to panic the employee into acting without thinking and going through the usual checks and balances. The kinds of payments they’ll ask you to make are invoices for a supplier, utility or service, or products the company needs.

How do I know if an Open Banking service is genuine?

• Firstly, check that the provider that you are thinking of using is registered with the Financial Conduct Authority (FCA) to provide Open Banking services. See list of registered providers
  
• Before you sign up to a service, make sure you are happy that the provider you are using is who they say they are, and that you understand the service that they will be providing.
  
• When you sign up to Open Banking you will be transferred to our secure website. Check that this looks like the Triodos Bank website you are used to seeing and that the web address contains the ‘s’ in https://www.triodos.co.uk
  
• You will never be asked to share your password or login details
  
• If you are in any doubt whether a provider is genuine, stop and verify them before proceeding by checking that they’re on the list of registered providers.
  

Development is ongoing so you may have to go back to old Internet Banking for some features and services, we’ll always tell you when this will happen.

You can stop sharing your account information at any time. To withdraw consent you should contact your third party provider. You can also withdraw consent by logging into your Triodos Internet Banking and go to ‘Account Profile’ and then ‘Open Banking Consents’. If you use the Triodos Mobile Banking App you can find this under ‘More’, ‘Preferences and privacy’.

From September 2019 the technology will be in place to enable other Open Banking providers and Third Party Providers to start integrating their apps and tools with Triodos Bank current accounts. Once providers have integrated their systems with ours, you’ll be able to start using their Open Banking products and services to connect with your Triodos current account.

At this stage you will be able to use Open Banking for two types of service:

• Account information – this means current account transaction details and account balances.
• Initiate payments – this means using an Open Banking service to make payments from your account held with us.

See the list of Open Banking providers.

Fraudsters try getting money from organisations by sending fake emails and texts to gain access to their internet banking details. It can be difficult to spot a fraudulent email, but there are things you can check for clues it’s a fraudulent email.

• Check the sender email address
  Always check the sender’s email address to make sure it’s from the person you think. Fraudsters can change the ‘From’ name so it can look like it’s come from your bank, or a person’s name. If you hover over the name, the sender’s email address should be displayed. If it’s a company email address, an online search of the email address will often tell you if it’s a genuine address.
• Call the sender
  If you get an unusual request from someone you know, asking you to transfer money or download something onto your computer, and the email address looks genuine, there’s a possibility their email account was hacked. To be safe, it’s best to call them to make sure they sent the email and really made the request.
• Look for spelling mistakes
  Scam emails can often look odd, with a messy layout and spelling mistakes.

Common email and text scams to look out for:

• CEO fraud
  Fraudsters email employees pretending to be the owner or CEO of the organisation, asking them to make a payment or transfer.
• Supplier fraud
  Fraudsters pretend to be your supplier letting you know their payment details have changed.
• Invoice fraud
  Fraudsters send fake invoices claiming to be from a real business you work with. Sometimes they hack the emails of your supplier to send the invoice, so the email address is genuine, but the payment details are changed to those owned by the fraudster. It’s sensible to call your suppliers on the number on their website to verify their payment details before you pay new account details for the first time.
• Pretending to be a business
  In these messages, texts or emails, you might be asked to click a link that takes you to a fake website – for example, the website might claim to be the Triodos Bank website (See ‘How to check that a website is genuine’). On this site you could be asked to give your internet banking details. We will never send you a link to the login pages of internet banking.
• Spyware in links
  Some scam emails ask you to download something onto your computer or network – this could be a link to a website or an attachment. This tool could spy on your computer or lock you out until you pay a ransom or reveal your bank security details.
• Smishing (fraudulent text messages)
  These are text messages that appear to be from well-known businesses, claiming you need to click the link to update your details. Often the links are disguised with short links – like bitly links, e.g. https://bit.ly/2kwosxu. Tempting as it is to use the link, contact the company using the details on their website to verify that they sent the text, and that it’s safe to click on the link. Fraudsters will impersonate these companies to obtain your valuable information.
  

We’re bringing Internet Banking up-to-date to be simpler and easier to use. More touch screen friendly. Easier access to your day-to-day banking needs.

Development is ongoing so you may have to go back to old Internet Banking for some features and services, we will always tell you when this will happen.

Watch our video on the new Internet Banking to see the improvements that we have made.

In response to the challenges of Covid-19 (Coronavirus), arts and culture businesses and organisations can find advice, emergency measures, funding and other financial support from:

• Arts Council England
  
• Creative Scotland
  
• Arts Council of Wales
  

Best buy tables on mainstream comparison websites often compare savings and other banking products on interest rates only, but don’t account for sustainability or ethical criteria.

Triodos Bank prioritises people and planet over profit maximisation and is committed to sustainable banking practices. This means we are different to a lot of other banks.  But we still care about providing high-quality products and services and know we must offer fair and competitive rates.  

Key to this is offering the best value to savers we can while ensuring our long-term stability so that we can help create the impact that our customers want in the real economy. This is about finding the right balance between the value we give to our borrowers – the sustainable organisations we support – and what we can give back to our customers who save with us.

Other banks’ savings accounts often feature time-limited offers or bonus rates, whereas we focus on providing an everyday, good value range of savings products that are simple and easy to understand. When our rates go up they increase on all our variable products not just some, so we don’t leave customers languishing on very low rates. And new customers do not get a better rate than existing customers on the same variable product.

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 (9am-6pm Thu), 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

In response to Covid-19 (Coronavirus), businesses and organisations in the health and social care sectors are being provided with guidance by:

• Care Quality Commission (CQC) for England
• Scottish Care Inspectorate
  
• Care Inspectorate Wales
  

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 the HMRC website or speak to your tax advisor.

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.

If you do not already have Internet Banking, you can apply for it by downloading the Internet Banking application form and returning it to us. Due to security, we require a signature from you in order to give you access to Internet Banking.

You need to be a UK resident to be eligible to apply for any of our savings and deposit accounts.

You can view this information on the FCA/PRA Financial Services Register.

We take all incidents of fraud or suspected fraud seriously and understand it can be very worrying for our customers. We have systems in place to help monitor and protect against fraud but in some instances you may be concerned about a transaction. If so please contact us as soon as possible. For further information on safeguarding yourself against fraud please see the Take 5 campaign information.

Yes, Triodos Bank is registered with the Lending Standards Board and adheres to the Standards of Lending Practice.

This voluntary code of practice sets standards for financial institutions to follow when they are dealing with their personal and small business customers in the United Kingdom. It provides valuable protection for customers and explains how firms are expected to deal with them day-to-day and in times of financial difficulties.

For more information, you can read about our commitment to business and charity customers, and learn more about the Standards of Lending Practice on the Lending Standards Board website.

Social media fraud can be many things. It could look like:

• An unusual message from a friend, colleague or family member on Facebook, Twitter, LinkedIn or other social media platform. Fraudsters sometimes hack social media accounts to scam people into sending them money or personal data. If you get an unusual request like this, call your friend on a number you trust to make sure the message is real.
• A request to connect with you or a message from an account you don’t know. Often these have lots of spelling mistakes or a messy layout, but not always. It’s best not to accept a request to connect with someone or give consent for them to message you unless you know who they are and trust them.
• Competitions and quizzes. If you have to give personal details to enter a competition or quiz, make sure you trust the owner of the quiz or competition and that they are a genuine company. Quizzes and competitions are often created to capture participants’ personal information, which they can later sell or use against you.
  

All business lending applications will be reviewed within 7 - 14 days. See our lending guide to find out what you can expect when applying for a business loan or overdraft with Triodos Bank. 

Change of Account Operators

To add or remove operators on your Triodos Business Account, please send a Change of Account Operator form to us in the post. Please ensure it is signed in accordance with your account mandate.

You can send it using our Freepost address: 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.

If you want it to arrive more quickly, you can send it using a first-class stamp to: 

Triodos Bank
Deanery Road
Bristol
BS1 5AS

Alternatively, please send us a secure message via internet banking attaching the completed form. Please note, we will need to receive a separate message from enough operators to meet your signing mandate for us to process the request. 

Change of business and/or trading address

Please send an instruction, signed in accordance with your mandate, to us in the post. Please note that if you are a Limited Company, Registered Charity or a Mutual, your new address must reflect what is registered on Companies House, the Charity Commission or FCA Mutuals register.

You can send it using our Freepost address: 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.

If you want it to arrive more quickly, you can send it using a first-class stamp to: 

Triodos Bank
Deanery Road
Bristol
BS1 5AS

Alternatively, please send us a secure message via internet banking. Please note, we will need to receive a separate message from enough operators to meet your signing mandate for us to process the request. 

Change of email address for business

Please send an instruction, signed in accordance with your mandate, to us in the post.

You can send it using our Freepost address: 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.

If you want it to arrive more quickly, you can send it using a first-class stamp to: 

Triodos Bank
Deanery Road
Bristol
BS1 5AS

Alternatively, please send us a secure message via internet banking. Please note, we will need to receive a separate message from enough operators to meet your signing mandate for us to process the request. 

For any other changes, please call us on 0330 355 0355 for more information about what you need to do.

Change of personal address/email address/phone number

Login to internet banking

Click on Self service > Personal settings

Change relevant information and follow instructions to authorise with your digipass.

If you do not have internet banking access, please send an instruction to us in the post.

You can send it using our Freepost address: 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.

If you want it to arrive more quickly, you can send it using a first-class stamp to: 

Triodos Bank
Deanery Road
Bristol
BS1 5AS

For any other changes, please call us on 0330 355 0355 for more information about what you need to do

No-one wants to imagine that one of their employees would commit fraud, but sometimes this happens. There are a few things you can do to protect your organisation:

• Never share your Digipass or PIN
  Digipasses are unique to each account operator, so if you allow someone else to use your Digipass it will be recorded as a payment authorised by you. If you have new staff or need to change an account operator, download the Business Banking change of account operator form and post it to Freepost TRIODOS BANK. We can set up each new staff member with their own Digipass and internet banking access. If you remove an account operator, please send the Digipass back to us.
  
• Employee checks
  Review your recruitment procedures and ensure you’ve got appropriate checks and references in place for candidates hoping to join your organisation, such as criminal record checks and references from previous employers. See the ACAS website for advice.
  
• Be aware of who has access to sensitive information
  Regularly check who can access important data and systems, such as customer or membership data, or financial information. When employees leave your organisation their access should be stopped. Access should only be given to employees who really need access to these systems or data.
• Create a whistleblowing policy
  This can support your employees to anonymously report suspicious activity they see in the organisation. Promote the policy so all staff feel confident and safe in reporting suspicious activity. For more advice on whistleblowing, see the gov.uk website.
  

Business (or corporate) identity theft is a type of fraud that involves a criminal stealing a company’s identity and using it to buy goods and services by establishing lines of credit with banks or retailers.

Organisations are often targeted because:

• They have bigger account balances
• They have higher credit limits
• Making large payments regularly isn’t suspicious
• Information is often freely available on their website or on the internet

How to protect yourself:

1. Protect company information
   Don’t share anything about your business online or publicly that could put your organisation at risk. Write a policy for your staff that includes guidance around social media use. Educate your employees about business identity theft so that they know what to look out for, how to help avoid identity theft, how to spot it and how to report it to minimise the impact.
2. Regularly review accounts
   Regularly review all account statements, credit reports, and business registration information.
3. Install security or anti-fraud software
   Invest in software that can assess risks and help identify fraud or suspicious activity.

If we are unable to match the information you have entered on our password reset page with the information we hold on record you will need to call our Customer Contact Team on 0330 355 0355 or (+44) 117 973 9339 if you are not in the UK. We will be able to send a new password to you by post, this will be sent to your registered address. When calling us please have your account number and security details at hand.

If you are trying to log into Internet Banking for a Business account you do not need a username and password but will have a Digipass and PIN. 

Our friendly, Bristol-based Contact Team is here for you. Our opening hours are published on our help and support page. 

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).

Our savings rates are not directly linked to the Bank of England Base Rate, and it is just one of a number of factors we must take into consideration when deciding what they should be.  We need to take some time to ensure that all factors are carefully considered and find the right balance between the value we give to our borrowers – the sustainable organisations we support – and what we can give back to our customers who save with us.

By striking a balance between the rates paid to savers and charged to borrowers we can create a banking environment that promotes stability, fosters positive change, and contributes to a better future for all. We are committed to offering the best interest rates we can afford and will always pass on as much of the Bank of England base rate change as quickly as we can. 

Your digipass requires the use of a 4 digit PIN. When the PIN is entered incorrectly multiple times, it will become locked and will provide you with a lock code.  If you receive a lock code on your digipass, please call us with your account number, security details, and digipass to hand. We will be able to help you unlock your digipass and log into internet banking. Our phone number is 0330 355 0355 (or +44 (0)1179 739339 if calling from abroad) and phone lines are open Monday to Friday, 8.00am - 6.00pm.

We’ve created this online resource to help you protect your business from fraud.

Share it with your team and regularly review it to help you protect what’s important to you.

We recommend that you:

• Review who can authorise payments and how much
  Review your internet banking payment limits and authorisation in your internet banking or by calling us. Confirm how many people have a Digipass and access to your internet banking. A Digipass should never be shared - please request a Digipass for every individual who requires access to internet banking. What levels of authorisation do payments need? Decide if you want two people to authorise a payment over a certain amount to ensure each payment is double checked. We can set this up to suit your needs.
• Create a training schedule
  Regularly educate your employees about fraud risks to help them spot and handle fraud. You can share resources like our how-to guides, and signpost them to websites like Action Fraud UK. In-house training could include regular emails about fraud, test emails to practise how to spot a fraudulent email and how to respond, and yearly refresher workshops. The training is not about scaring your employees, but helping them feel in control when they suspect fraud, and confident in how to respond.
• Introduce a payment process
  Create a process document that outlines all the steps that should be taken to authorise a payment, including checking the authenticity of the payment request and payment details.
  
• Introduce a fraud policy
  Make a policy that clearly outlines how employees can use their work devices, and ensure they understand it and follow it carefully. Your employees should never download apps, software or programmes onto their work devices or click on links in suspicious emails or messages. They should also be sensitive about what they share on social media and what they email to their personal email addresses from their work account.
  
• Install anti-fraud software
  There’s plenty of software you can use to help you assess risks and detect fraud, including alerts for risky activity on a corporate device. Having up-to-date anti-fraud software reduces the risk of cyber attack, malware, ransomware, data breaches and ultimately losing the business money.

You can also find in-house training at:

• Gov.uk
  
• National Business Crime Centre
  
• The National Cyber Security Alliance (NCSA)
  

We would consider a combination of selling alongside holding for long-term rental, or complete hold for rental.

Yes. It’s the only way we can be sure you fit with our and (more importantly) our savers’ ethics. We do, however, lend to those in the process of converting to organic.

Once logged in to Internet Banking you can use the quick links in the ‘Self service’ section to go to the card activation page, the Current Account Switch Service form and Settings. These direct links will take you back to old Internet Banking to complete the action.

All Personal and Business customers will be upgraded to the new Internet Banking in the coming weeks and will be notified a few days before this is going to happen. You won’t need to do anything. There are no changes to your account or the way you log in. Always log in via the Triodos Bank website.

To request a change to your existing payment limits you can:

Send us a written instruction signed in accordance with your account mandate.

Or send us a secure message in Internet Banking (SMIB) - if your request needs multiple people to authorise it they must all send a SMIB requesting the change.

However if you also need to amend the details of your account operators you can change this and your payment limits by filling in a Change of Account Operator Form.

If you don't have Internet Banking, you can apply using our application form. 

See our new loans checklist to find out what information is required when applying for a business loan with Triodos Bank.