Digital inclusion in banking – A partnership approach


As we all move towards a more digital, connected future, it is crucial that anyone who wants to use the internet can feel confident using digital devices and staying safe online. Managing money online is a key area where people often need support. Providing digital inclusion support in banking can help people access vital services and manage their money effectively.

Since August, Citizens Online have been working in partnership to support Triodos Bank’s journey to become more digital. Like Citizens Online, Triodos Bank want to ensure no one is left behind in the digital world and want the online experience of all customers to be positive. Citizens Online are delighted to help ensure that dedicated, free support is available to Triodos Bank customers who would like to talk to someone about doing new things online.

Gain confidence online

With the support of Citizens Online, all Triodos Bank UK customers can access free, one-to-one telephone support with a Digital Champion, at a time that suits them.  The support offered is completely flexible depending on customer needs but could cover, as an example:

  • How to get online with different devices e.g. a mobile phone, tablet or laptop.
  • How to use the internet for a variety of things that might interest you e.g. to pursue your hobbies and interests, keep in touch with friends and family by email, chat or video calls, watch films or sports.
  • How to stay safe online.
  • How to access common services like your local Council’s services, utility providers and shopping online.  

What support is available

The service is available through Citizens Online’s freephone helpline on 0808 196 5883, which customers can call anytime to arrange a call back from a dedicated Digital Champion. Someone else can make the call for a Triodos customer if this is more convenient. Citizens Online’s Digital Champion team ensure that they offer support safely and will never ask for:

  • personal information other than a name and telephone number for the call back
  • information relating to a bank account
  • how to use Triodos Internet Banking.

Banking and digital inclusion

Read more about Triodos Bank and their digital journey

Read more about how Triodos customers can access free help and support