Situation in Ukraine – FAQs for customers

As the Ukraine situation develops, we’re doing all we can to support you and the Ukrainian people. We’ve put together a list of frequently asked questions to help with any queries you might have.

How you can support humanitarian aid

You can make a donation towards humanitarian aid directly with the Red Cross or UNHCR websites. Santander Group has donated €1m.

Making payments to Ukraine, Russia or Belarus

Can I make payments to the Ukraine?

Yes, currently you can continue to request international payments online, over the phone and in our branches. Please include the recipient's address to help avoid delays.

Are payments to Ukraine delayed at the moment?

Whether you’re paying a person or a business, 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.  As payments need to comply with the latest sanctions, in some instances, it may not be possible to make them.

Why do I need to provide the recipient’s home 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.  

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 will be 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 may 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 International – 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. As payments need to comply with the latest sanctions, in some instances, it may not be possible to receive 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 will be delays while we review them and, in some instances, it may not be possible to receive them.

Making card payments in Russia

Can I use my Santander International card in Russia or Belarus?

No. Currently your debit card won’t be accepted to make a payment in Russia or Belarus, as Visa have made the decision to suspend processing payments to and from Russia and Belarus.