Individual
FAQs
Cash cannot be paid in to the Triodos Current Account. You can make payments into your Triodos Current Account by bank transfer or online. If you wish to pay a cheque into your account, you can send them via our freepost service to our office in Bristol - Freepost TRIODOS BANK. This is an untracked 2nd class service, however, if you are sending in cheques or original documents, you may wish to use our registered address (this will require a stamp):
Triodos Bank
Deanery Road
Bristol
BS1 5AS
Please include the sort code and account number of the account you wish the cheque to be credited to.
Our Bristol office has reopened to visitors from the general public, so you can also deliver cheques in person during our office hours.
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We will not charge you for cash withdrawals from any ATM in the UK. However, some ATM providers may charge for using their machines to withdraw cash. There is a charge for withdrawing cash from abroad, please see our tariff for details.
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Screen scraping happens when you allow a third party to log into your computer while you are using it, so they see what you are doing and can copy the data on the screens you are viewing. This is a way for third parties to be able to get access to your payment data or account overview.
Triodos Bank is not in favour of this practice, as it potentially compromises the integrity of your own computer and your passwords.
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Triodos will be offering Open Banking services from 14 September 2019, enabling providers to integrated their apps and tools with our systems via their API. Triodos will only facilitate the sharing of your account information with other parties when you have provided your explicit consent for us to do so. Find out more about Open Banking.
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To change your setting for SMS/text messages please log in to your Internet Banking and use the quick links in ‘Self service’ then ‘Settings’ to visit your Account Profile in old Internet Banking. Here you can click on ‘Mailing Settings’ to amend your text notification settings and then save the changes.
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We realise that some customers won't want to bank online and that will mean that this account isn't for them. As a small bank we have had to make some difficult choices about the proposition and in an environment that is becoming increasingly digital we decided an online account was the right option. We considered telephone and postal banking but the costs to offer this service would have been overly prohibitive to launching the product.
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If your available balance is less than the monthly fee it will still be taken, this may result in an unarranged overdraft. If this happens we will charge you the same interest rate that we charge for an arranged overdraft, you won't be charged any additional fees. If you are experiencing financial difficulty please contact us or seek advice from an independent support service such as the citizens advice bureau or the money advice service
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Unfortunately not. The account is online only (via mobile app and internet banking) with text alerts to help customers manage their money. However, our Contact Team is available to offer support should you have any issues using your account contact us.
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You can withdraw up to £300 per day (subject to available funds in your account) , per account holder, from ATMs accepting MasterCard globally (except for ChangeGroup ATMs). For detail regarding charges for using your card abroad please see out tariff of charges.
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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.
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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.
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If your name has changed, please send us an original or certified copy of the documentation (marriage certificate, deed poll*, decree nisi or decree absolute) with a covering letter detailing your account numbers.
All certified copies must be in colour. We’ll return original documents by registered post.
Certifiers must clearly write that they have seen the original document, and that the photograph, if applicable, represents a true likeness of you. They must also include their full name, profession, business address, phone number and the date they certified the document.
The following people can certify documents for you:
- Accountants (registered with either ICAEW, ICAS, CAI, ACCA, CIPFA or CIMA)
- Solicitors
- Post Office – a fee may be charged for using this service
- Bank staff (must include branch stamp)
Please ensure you sign the letter with your old signature and also your new signature if it has changed.
*We understand there may be specific reasons that prevent you from having your deed poll enrolled with the courts or from getting certified copies of documents. In this instance, please call us so we can gain a more comprehensive understanding of your circumstances.
If your name hasn’t changed but you want to change how we address you, you can update your ‘salutation’ in Internet Banking at any time, under Personal Details. This will not change the name on your bank account(s).
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You’ll need your access code to activate your debit card. This can be found in the Triodos Mobile Banking App or Internet Banking.
If you have the Mobile App, start by logging in and then go to 'More, then 'Cards' and select the debit card you wish to activate, then select ‘Activate your card’ and follow the on-screen instructions.
Don't have the Mobile App? Download via the App Store and on Google Play to manage your money on the go, easily and securely. To download the app, you'll need a compatible smartphone or tablet - running Android™ 5.0 (KitKat®) or higher, or Apple iOS 11 or higher.
Alternatively, you can log in to Internet Banking, then select the quick link under ‘Self service’ and ‘Card management’ which will take you to old Internet Banking to view your access code.
Once you have your access code, send a text message to 57887 with the following message: 'TRIODOS PINACT', followed by your access code, followed by the last four digits of your card number - you need a space between sets of numbers. For example: TRIODOS PINACT 123456 1234.
You'll be sent your card PIN via text message within a couple of minutes - don't forget to delete that text message after memorising your PIN.
You're ready to use your card - remember to sign the back.
Please note that some mobile providers do not process text messages to 5-digit numbers. If you text and do not receive a response from us, please call us as your request will not have been confirmed and processed.
If you need any help activating your account, please call our friendly Bristol-based Contact Team - they'll have your everyday banking working for people and planet in no time. You can find our Contact Team opening hours on our support page.
Need to set up your digipass too? Watch our how-to video.
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You can set up and cancel standing orders through Internet Banking or the Triodos Mobile Banking App.
Go to ‘Payments’ and choose the account you wish the money to be taken from. Enter recipients’ details and the amount. Select the start date and frequency then save changes. Authorise the payment to complete the set up.
To cancel you’ll need to go to old Internet Banking via the green ‘Go to old Internet Banking’ button in the top menu bar. Then ‘Account Information’ and ‘Standing Orders’. Here you can edit the amount or cancel.
Watch our how-to video on how to set-up a standing order.
In the Triodos Mobile App you can delete upcoming payments, go to ‘Payments’ then the ‘Upcoming’ tab and select and delete the payment.
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You can change your security word by logging into internet banking, if you are having difficulty accessing your account through internet banking please contact us