Situation in Ukraine – FAQs for customers

Making payments to Ukraine, Russia, or Belarus

Can I make payments to Ukraine?

Yes, currently you can continue to make international payments, these payments will likely be subject to delay while we complete checks to make sure we comply with the latest sanctions. Please include the recipient's address to help avoid delays.

Are payments to Ukraine delayed at the moment?

We try to keep delays to a minimum. We do need to make extra checks to make sure we comply with the latest sanctions, so payments may be delayed, and in some instances, it may not be possible to make them.

Why do I need to provide the recipient’s address?

This helps with the additional checks we need to undertake to make sure we comply with the latest sanctions. If we don’t have the address, we may need to contact you for it before we make the payment, which will cause additional delays.

I need to send money to Ukraine – will you charge me?

As part of our response to the current crisis, we are not charging the international payment fee for payments to Ukraine. Depending on how you make the payment, you may be charged a fee. Don't worry, it will be refunded. Please make sure you choose the option for you to pay the fee when you make the payment, (as we will refund, if necessary, to your account) please don’t request for the fee to be paid by the recipient in Ukraine.

Can I make payments to Russia and/or Belarus?

International payments to Russia and Belarus are restricted as we comply with all recently imposed sanctions on both countries. The situation is constantly changing, so if you’re making payments to these countries, please be aware that there could be considerable delays while we review them and, in some instances, it may not be possible to make them.

Receiving payments from Ukraine, Russia or Belarus

Are payments from Ukraine delayed at the moment?

We are working to get money received by us from Ukraine paid into accounts with minimum delays but given the current situation we need to make extra checks which could delay receipt of your payment. We will aim to check payments as soon as possible. As payments need to comply with the latest sanctions, in some instances, it may not be possible to make them.

I’m expecting a payment from Ukraine which isn’t showing in my account. The senders have traced the payment, which states it has arrived with Santander – where is it?

Once a payment reaches us, we may need to make additional checks to make sure we comply with the latest sanctions. We’re working on things as fast as we can to keep delays to a minimum. We do need to make extra checks to make sure we comply with the latest sanctions, so payments may be delayed, and in some instances, it may not be possible to make them.

Are payments from Russia and Belarus delayed at the moment?

International payments from Russia and Belarus are restricted as we comply with all recently imposed sanctions on both countries. The situation is constantly changing, so if you’re receiving payments from these countries, please be aware that there could be considerable delays while we review them and, in some instances, it may not be possible to receive them.