How Triodos protects my business

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.

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

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.

• Every claim will be assessed on a case-by-case basis. As part of the process we will consider the evidence presented by you, any service providers involved and – where relevant – a third party, such as the police.
• If your claim is valid, in most cases your business account should be reimbursed within five business days of making a claim. Business days are Monday to Friday and exclude all UK bank holidays and includes additional holidays in Northern Ireland and Scotland. 
• In some case it can take up to 35 days to be reimbursed. This is when we need extra time to gather information from you, the bank that received the payment, or a statutory body (such as the Financial Conduct Authority) to inform their assessment of the case.

Criminals are experts at impersonating people, organisations, and the police. They spend hours researching you for their scams, hoping you’ll let your guard down for just a moment. Stop and think. It could protect you and your business’ money. Before making a payment, follow the advice fromTake Five to Stop Fraud: 

• Take a moment to stop and think before parting with your money or personal information. It could keep you safe.
• Ask yourself, could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.
• Do your research and be suspicious of any too-good-to-be-true offers or prices.
• Remember, your bank or the police will never ask you to transfer money to a safe account.

When you are making a payment:

• Always follow any advice or warnings from your bank or payment service provider.
• Your bank might ask you extra questions about a payment. This is to help keep you safe. Always answer these questions truthfully. If someone is asking you to lie or telling you what to say to your bank, then it’s very likely to be a scam.
• It might take slightly longer for a payment to leave your account. This is so we time to do extra checks to keep you safe from fraud.