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 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.

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

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.

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.

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.
  

You will need to complete a Change of Account Operator form. Please select the correct form depending on whether you have a loan, current account or deposit account. The forms can be found below, or we can send a form to you if you don’t have access to a printer. We will change these details when we receive the completed form signed by the existing account operator(s).

(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.

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 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.

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.

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.

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

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.

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.
  

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.

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.

£20,000 per day for Personal current account payments

£100,000.00 per day for Personal savings account customers.

£100,000.00 per transaction for Business customers.

If you are making payments above £20,000 there are new daily payment limits. Click here to find out more.

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

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.

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.

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

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 'Account Information' tab in old Internet Banking, however you will need to contact the company who claim the Direct Debit to cancel it with them as well.

The Government has set up several schemes to support businesses through the challenges of Covid-19:

Coronavirus Business Interruption Loan Schemes
There are now several different loan schemes in place to help businesses affected by the Covid-19 outbreak to access bank lending and overdrafts. The distinct schemes are designed to support different kinds of organisations, dependent on size and financing need.

Coronavirus Job Retention Scheme
All UK employers with a PAYE scheme are able to access this support in order to continue paying part of the salary for those employees who would otherwise have been laid off during this crisis (‘furloughed workers’). 

Statutory Sick Pay Rebate
This initiative allows small and medium-sized businesses to reclaim Statutory Sick Pay paid for staff absence due to coronavirus

HMRC tax helpline
HMRC has set up a helpline for businesses and self-employed people who are concerned about paying their tax due to COVID-19.

Three-month VAT Deferral
Defer Valued Added Tax (VAT) payments due between 20 March 2020 and 30 June 2020

Small business grant funding
Available for small businesses in England that already pay little or no business rates because of small business rate relief, rural rate relief and tapered relief. Some aspects of business support are devolved. For business support outside of England go to Scotland, and Wales.

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.

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’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.

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

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

For foreign 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.

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

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.
  

There are several ways to log in depending on what type of account you have.

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’re a Personal Savings or Investments customer, you will only need your username and password.

If you’re a Current Account customer you will need your digipass (the green pin pad), the PIN to your digipass (which you set yourself), and details regarding the security word you set up when applying for the account. We've produced a short online video to show you how to set up your digipass and activate your online banking. Watch the video on YouTube now. 

Alternatively, if you have access to the Triodos Mobile Banking App, you can log into Internet Banking using your QR code reader. You can find more information on how this works here.

Log in to Internet Banking and go back to old Internet Banking via the green ‘Go to old Internet Banking’ button. Select ‘Account Information’ and ‘Standing Orders’. Here you can edit the amount or cancel.

Watch our how-to video on amending or cancelling a standing order.

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.

You have various options for contacting Triodos to ask questions or request information. One of which is a secure messaging service which is accessed by logging in to your Internet Banking. You can send us a secure message and you will also receive secure messages from Triodos from time to time. When we do send you a message you will receive an e mail advising you to log in to Internet Banking to read it. Secure messages are responded to within our Contact Team opening hours, if your request is urgent please call us on 0330 355 0355 or (+44) 117 973 9339 if you are not in the UK. Our opening hours are published on our help and support page. 

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: internetbanking@triodos.co.uk) who will confirm if the payment has been successfully authorised or not.

If you are a Personal Savings or Investments customer, you will have been provided with a username and password for logging in to Internet Banking.

If you do not know your Internet Banking username or password you can reset your Internet Banking login details.

If you hold a Personal Current Account with Triodos, you will login to Internet Banking using your digipass or the Triodos Mobile App. If you haven’t received a digipass or have lost your digipass please contact us on 0330 355 0355.

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

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

Yes, Confirmation of Payee, an account name-checking service, has been introduced to combat fraud and misdirected payment. Triodos is part of this 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.

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

If you wish to close a Business or Charity Account please follow the below instructions.

• Please sent 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 us on:

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

• We are not be able to close an account by email.

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 old Internet Banking via the green ‘Go to old Internet Banking’ button in the top menu bar, and click on ‘Import Payments’ under the ‘Account Management’ tab. 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’.

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.

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’.

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.

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.  

Once you have applied for an account online, and it has been opened (or once you've applied for Internet Banking access for an existing account) we'll send your username by email.

For security reasons your unique password will be sent separately by post. With this information you can then log in and start using Triodos Internet Banking.

If you have opened a Triodos Current Account, you will not have a password and username. Instead, you can log into Internet Banking with the Triodos digipass or using the Triodos Mobile Banking App.

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 have taken 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 accounts are currently only available to existing business and charity customers and new borrowing customers.

Account applications will remain closed until such time as we can invest in making our business and charity account opening more efficient and develop our services.

We will very much 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 climate crisis and support the UK’s transition to a net-zero economy.