Digital Access

We want everybody to be able to use our services. We're here to support and empower you to do your banking online or with the Triodos Mobile Banking App.

We recognise that not everyone is comfortable with the pace of digital development. We also know that many people can be anxious about new technology, and whether it might expose their money to risks of online fraud.

Websites and the internet

What is online banking?

Online banking means accessing your bank account and making payments using the internet. You can also view and make changes to your bank account online through devices like laptops, tablets and mobile phones. Most banks provide a secure internet banking log-in portal that you can access through your bank's website (often called 'internet banking'), or through your bank's mobile banking app (usually called 'mobile banking'). To use a mobile banking app, you need to download the app to your smartphone or tablet.

What is a browser?

A browser is a program or 'portal' that lets you access the internet. This is what you can use to 'browse the web', or search for websites, and view the pages on websites. Examples of the most commonly used web browsers are Microsoft Edge, Google Chrome, Firefox, or Safari. There are many others. Most computers or devices that can connect to the internet come with a web browser installed, or you can download your preferred web browser.

What is a search engine?

A search engine is a software system you access on the internet that searches through different websites for you. Most web browsers have their own search engine. Your search engine homepage is usually the place you'll start from when you open up your web browser. They feature a box where you can enter your search terms. This is where you type in what you want to find online, such as a question, company, or webpage you're looking for. Examples of the most commonly used search engines are Google, Bing and Ecosia. There are many others to choose from.

What is a website?

A website is a collection of web pages that are linked together by a unique address - like the digital version of a physical address. For example, Triodos Bank has branches in the UK and other European countries. Each branch has its own version of the website, and a collection of webpages that are linked to that website. The Triodos Bank UK website is www.triodos.co.uk.

Apps and smartphones

What is an app?

'App' is short for 'application'. It's a program or piece of software that is installed on your device, for example on a smartphone, computer or tablet. Some apps will be installed on a device already, and others you install yourself. When people talk about apps, they usually mean 'mobile apps' that are designed for smartphones or tablets, with touch inputs. 'Desktop apps' are designed to be used on computers, with a mouse and keyboard.

What is the App Store or Play Store?

This is where you can find any apps you want to install, depending on the device you have and who made it. The App store is a platform run and owned by Apple, for apps made for Apple devices (like an iPhone or iPad). If you have an Apple device, you would normally go to the App Store to download the app you need.

The Play store is a platform owned and run by google. If you have an Android device (this usually means almost any smartphone or tablet that isn't made by Apple), you would go to the Play Store to download the app you need for your mobile phone or tablet.

Apple and Android devices have different app stores because they run on different programming or 'operating systems' so an App for one won't work on the other. For this reason companies will often create two versions of their apps - one for Apple, and one for Android.

Where can I find Triodos Bank UK's mobile app?

Our app is available in the App Store or the Play Store as 'Triodos Bank UK'. Please note the other branches of Triodos Bank in other European countries have their own versions of the app, for example 'Triodos Banking BE' for Belgium.

What is a smartphone?

A smartphone is a mobile phone that is connected to the internet. This means that as well as phone calls and text messages, it can also do many of the same things as a computer, like using the internet, sending and receiving emails, browsing the web, and running apps. They also usually have a camera to take photos and record video.

What is iOS?

It is a programming or operating system that runs on mobile devices such as iPhones and iPads. It was developed and created by Apple and so is solely on devices manufactured by Apple.

What is Android?

It is a programming or operating system that was developed by Google to run on mobile devices such as mobile phones and tablets which are not manufactured by Apple. So it is a rival to Apple’s iOS system.

How do I know what version of iOS my device is running on?

Go to the home screen on your device (the first screen which should come up when you turn it on). Select the ‘Settings’ icon – it looks like a large fine toothed cog with three spokes in grey and black colours. Select ‘General’, then select ‘About’. Under ‘Version’ it will display the version number of iOS running.

How do I know what version of Android my device is running on?

Find the settings app on your phone to check the version of Android your device is using. To find settings:

Go to the home screen on your device (the first screen which should come up when you turn it on). You can find Settings by dragging or swiping down from the top of the screen. This should bring up a smaller menu screen with a small icon that looks like a cog. Click on this to open the Settings menu. Or, swipe up on the home screen to bring up all the apps you have on your phone - look for the ‘Settings’ app with a cog icon.
Select the cog icon to bring up the settings screen. Select the ‘About phone’ option, and then ‘Software information’. This will display the version number of Android running, or it may be shown under 'Android version'.

We've given some general instructions below, but these may be slightly different depending on your advice.

Making text and images bigger

Zooming in
On most smartphones, you can use a fingertip and thumb (or two fingertips) held on the screen to swipe away from each other to zoom in and make something on the screen bigger. Or to zoom out, you can use a fingertip and thumb (or two fingertips) held on the screen to ‘pinch’ together so you can see more of the screen, and return to standard size. This works on most websites and images, but doesn't work on every screen you use on your phone.

Changing the default font size
You should also find that your smartphone allows you to increase the text size, icons and image sizes. This should make it easier to see things when you can't zoom in, for example to using your keyboard when texting or typing. Go to the ‘settings’ option on the phone. If you tap on ‘settings’ it will bring up a lot of other options on the screen. You might have to scroll through them, but one option should be ‘Accessibility’. This will bring up another set of options. Under ‘Visibility enhancements’ or any similar option, you should find you can increase the font or display size. There should be many other options there too which will help you with screen visibility issues.

Making the volume louder

Increase the volume
If you’re struggling to hear a phone call, there should be increase and decrease volume buttons on the side of your phone to change.

Use the 'speakerphone' function
It might also be worth putting the call on ‘speakerphone’. When you are on a call, the option ‘speaker’ should be visible on the screen. If you tap this, the caller’s voice will come through the phone loudspeaker, and they will hear you without you having to hold the phone up to your head. Be aware that others around you will hear the caller too, so make sure not to discuss any personal or financial information.

Check for accessibility settings
If you go into ‘settings’ on the phone and then ‘Accessibility’, there should be an option for ‘Hearing enhancements’ or similar wording. This should let you change other things to hopefully help make calls clearer for you.

Using your voice to control your device

Another option which should exist on your smartphone is ‘voice activation’. This allows you to control your device without needing to touch the screen. So you should be able to call someone by saying their name, write texts and emails, open apps, and more, by using spoken commands instead.

This option might be under ‘settings’, and then ‘Accessibility’, and then the option ‘Spoken assistance’ or similar wording. This should allow you to choose to speak keyboard input aloud. For other functions on the phone like the camera, you might have to go into the camera settings and then select ‘voice commands’ (or similar) which should allow you to take photos by voice command without needing to touch the phone buttons.

Setting up your device to read things out loud

Your smartphone or tablet can also be set up to read messages, emails, notifications and webpages aloud to you. Go to ‘settings’ and then ‘Accessibility’ and then the option ‘TalkBack’ or similar wording should provide this service. Your phone might even let you choose different voices, so you can find one you like, and might let you adjust the speed of the voice.

Your device may have other features available. For more specific instructions and help guides, Apple and Google have web pages on accessibility which may be helpful.

See accessibility features for an android device
See accessibility features for an iPhone

There are ways to make it easier to read the text on your computer or device. These may be slightly different depending on the browser and type of device you use.

On a computer

Control ('Ctrl') and plus symbol ('+') keys in Windows, Linux, and Chrome
Command ('⌘') and plus symbol ('+') keys in Mac

For more ways to change text size or colours when you use the internet, the Web Accessibility website has some useful advice.

Visit Web Accessibility website

The RNIB also has helpful instructions and information on computer accessibility settings.

Visit RNIB website

On a touch screen device

On devices with a touch screen like a smartphone or tablet, you tap or swipe on the screen to control it. You can usually zoom in to make text bigger by placing two fingers on the screen and stretching them out. Or, pinch your fingers together to zoom out and make text smaller.

Your device may also have accessibility settings to help you use it. This may include settings for your screen colour, text or font size, and voice or audio settings to read text out loud.

See accessibility features for an android device
See accessibility features for an iPhone

Or, read more below under 'Changing the settings on your smartphone or tablet'.

Using screen magnification
While built in settings on your smartphone or web browser are helpful, there are some situations where these tools may be limited. Screen magnification software with additional features is available to buy. There are grants available through the RNIB website.

Find out more about screen magnification on the RNIB website

There are different tools available to help browse and interact with information on the web. Some examples of assistive technology include:

Screen reading programs

Screen readers read visual content out loud as speech using a voice synthesiser. This lets a computer read text, images, icons and other information to you. Some screen readers are available for free to download, or may be built into an operating system. More complex options are also available to buy. Most smartphones also come with voice-to-text technology.

For more information and video support, the RNIB website has a guide to screen reading software.

Visit RNIB website to find out more about screen readers

Your smartphone or tablet usually also has accessibility settings to help you use it. This may include settings for your screen colour, text or font size, and voice or audio settings to read text out loud.

See accessibility features for an android device
See accessibility features for an iPhone

Screen magnifier

As well as adjusting the settings on your device or browser, there are programs available to make content bigger and easier to see. Some screen magnifiers also offer text-to-speech or other functionality.

Visit the RNIB website to find out more about screen magnification

Using a different type of keyboard or mouse

We appreciate that a standard keyboard or mouse might not give you the control you want, especially if you have limited dexterity. There are different types of keyboard and mouse devices which can be easier to use.

AbilityNet provides guidance and resources which may help you to adapt how you use a keyboard and mouse, or find an alternative option that works best for you, like using your voice.

Visit AbilityNet website

Using your voice or speech recognition

You can use your voice to control your computer, smartphone or tablet, without needing to type or use a mouse. Most new devices have this option built in, with digital assistants like Siri on Apple devices, Google Assistant, or Cortana for Windows computers. This means you can do things like search the web, write an email, open programs and more by talking to your device. There are also specialist programs like Nuance Dragon available to buy.

AbilityNet's website has more information about the different speech recognition tools available.

Visit AbilityNet website to learn more
Visit Apple website for how to use Voice Control on an Apple Mac
Visit Windows website for how to use Speech Recognition on a Windows computer

There are plenty of organisations who are happy to offer free guidance, help, and support.

Help with technology and assistive devices

RNIB
Useful tools, resources and information for people living with sight loss
Help available online or by phone: 0303 123 9999
Lines open weekdays 8am-8pm, Sat 9am-1pm

RNID
Supporting people who are deaf, have hearing loss or tinnitus
Support online or by phone, email BSL or text - details available on the RNID website

Android Accessibility Help
Help and support from Google to use accessibility tools on an Android device
Help available online

Apple Accessibility
Help and support from Apple with vision, hearing, mobility and cognitive features on Apple devices
Help available online

AbilityNet
Free tech support and information for disabled and older people
Help available online or over the phone: 0800 048 7642
Lines open Monday - Friday 9am - 5pm

GARI
Global Accessibility Reporting Initiative helps consumers to find a device with the accessibility features that work best for them
Help available online

Help to get online

Citizens Online
Our partnership with Citizens Online means that all Triodos Bank UK customers can access free, one-to-one telephone support with a Digital Champion, at a time that suits you
Contact Citizens Online by phone on 0808 196 5883

Digital Access

Making our services work for everybody

Digital jargon buster

Help with your computer, smartphone or tablet

Changing the settings on your smartphone or tablet

Making the text size bigger on your computer or touch screen device

Using assistive technology

Useful organisations who can help

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