Situation in Ukraine – FAQs for customer

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.

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


         Opening a Santander bank account if you’re a Ukrainian refugee
Відкриття банківського рахунку Сантандер, якщо ви є біженцем з України
 

I am a Ukrainian refugee living in the UK – how do I open a Santander account?

We can help you apply for a Santander Basic Current Account. You can apply online or visit one of our branches. You can find out which one of our branches is closest to you using our branch locator 

Я біженець з України який проживає у Великій Британії - як я можу відкрити Сантандер рахунок

Ми вам зможемо допомогти подати заявку на відкриття Сантандер Базового банківського рахунку. Ви можете подати заявку в онлайн або відвідати одне з наших відділень. Ви можете перевірити котрий із нашиx відділень є найближчим до вас скористувавшись нашим навігатором

 

What documents do I need to have before I apply?

As a Ukrainian refugee, we understand that you won’t be able to provide us with the documents we usually need for you to apply for a Basic Bank Account. However, we will accept temporary documents at this time.

We’d normally accept the standard documents listed below: 

  • Proof of who you are: Passport with a VISA confirming the right to live in the UK, or a Biometrics residency card.
  • Proof of where you live: Address confirmation (benefits letter, HMRC correspondence, utility bill etc).

In the absence of the above, we’ll accept the following temporary documents:

  • Passport and passport vignette for the Ukrainian Family scheme, or
  • Passport, passport page with UK entry stamp (6 months) and Home Office letter, or the email you used to enter the UK (original visa letter). 

If we have accepted temporary documentation to open your account, we will contact you in six months' time to ask you to provide us with standard documents.

Які документи мені потрібно мати перед подачею заявки? 

Як біженці з України, ми розуміємо що ви не зможете надати документи, які нам зазвичай потрібні, щоб подати заявку на відкриття Базового рахунку. Однак, в цей час ми приймемо тимчасові документи. 

Зазвичай ми приймаємо документи, які перелічені внизу:

  • Доказ того хто ви є: Паспорт разом з візою, яка підтверджує право на перебування у Великій Британії, або Біометричну резидентську картку. 
  •  Доказ того де ви проживаєте: Підтвердження адресу (лист про підтвердження допомоги від країни, лист від доходів та митного контролю (HMRC), рахунок за комунальні послуги та інші). 

Але якщо у вас не має документів зазначених вище, ми також приймемо наступні тимчасові документи:

  • Паспорт і віньєтку для українців, які прибули за Сімейною схемою чи Спонсорською схемою, або
  • Паспорт, сторінку в паспорті з вхідним штампом (6 місяців) та лист з Хоум офісу чи електронний лист з яким ви заїхали до Великої Британії (оригінал візи). 

Якщо ми прийняли тимчасові документи для відкриття вашого рахунку, ми з вами зв‘яжемось протягом 6 місяців з проханням надати документи, які нам зазвичай потрібні для відкриття рахунку.
 

Making payments to Ukraine, Russia or Belarus
 

Can I make payments to Ukraine? 

Yes, currently you can continue to make 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.  

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 of £25 for payments to Ukraine. Depending on how you make the payment (telephone, online or branch), you may initially be charged a fee. Don't worry, it will be refunded by the end of the next working day. Please make sure you choose the option to pay the fee when you make the payment, don’t request for the fee to be paid by the recipient in Ukraine. 
Additionally, there’ll be no processing fee for customers wishing to deposit cheques from Ukrainian banks. 

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 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 received a text alert which shows the funds came into my account, but they’re not showing?

If you have alerts set up on your account you’ll get a notification when your funds reach us. Once a payment reaches us we may need to make additional checks to make sure we comply with the latest sanctions. There may be some delay between receiving the text notification and having access to the funds in your account.  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 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. As payments need to comply with the latest sanctions, 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 will be delays while we review them and, in some instances, it may not be possible to receive them.


About the Homes for Ukraine scheme
 

What is the Homes for Ukraine scheme?

Santander is proud to support the Homes for Ukraine scheme. This government scheme allows you to volunteer accommodation to a Ukrainian national or the immediate family member of a Ukrainian national who was resident in Ukraine before 1 January 2022.  

From Friday 18 March the scheme is initially open for visa applications from Ukrainians and immediate family members who already have named people in the UK willing to sponsor them. Either the prospective sponsor or the person wishing to be sponsored can complete the application.

If you want to be a sponsor but you don’t personally know anyone fleeing Ukraine, you can register your interest on the government’s webpage 

  • If you have a spare room in your own home or unoccupied, self-contained accommodation, you can be considered. 
  • The accommodation must be available for at least 6 months, fit for people to live in and suitable for the number of people to be accommodated. 
  • Eligibility checks will be carried out, they may include a visit to your home.
  • The government is offering an optional ‘thank you’ payment of £350 per month per residential address for as long as you sponsor somebody, up to 12 months. 

More information about the Homes for Ukraine scheme 

I have a Santander mortgage. Do I need to tell you if I want to offer accommodation as part of the scheme?

You don’t need to tell us and your mortgage terms and conditions will remain the same. Before deciding if you want to offer accommodation, it’s worth considering the following:

  • Think about the financial impact of hosting non-paying guests in your own home or unoccupied, self-contained accommodation. The optional £350 ‘thank you’ monthly payment from the government may not be enough to cover the additional costs you might pay, such as higher energy bills. 
  • Be aware that we do not carry out any suitability checks. Your local authority will carry out standard security and safety checks and visit your accommodation to make sure everything is in place for you and your guest(s).
  • Check if you need to let your home insurance provider know in case it impacts your policy. 

Read the government’s Homes for Ukraine frequently asked questions

I’m struggling to make my Santander mortgage payments. Can I take part in the scheme?

We recommend that you carefully consider taking part in the scheme if you’re struggling to make your mortgage payments, your mortgage is already in arrears and/or your property is being repossessed. Please call us on 0800 023 4603 as it could have a further negative impact on your ability to make your mortgage payments and your property may be at risk. Or alternatively, you can seek free independent financial advice from one of our partners such as PayPlan or Step Change

I have a Santander Home Insurance policy provided by Aviva. Do I need to tell you if I want to offer accommodation as part of the scheme?

Our home insurance will cover you and there’s no need to do anything. 

  • We’ll treat Ukrainian refugees as guests, and they’ll be covered by your policy in the same way as guests living in the home. 
  • If you wish to accommodate them in your second home, guest home or rental property, you don’t need to tell us and there’ll be no additional premium.  
  • We suggest that you check your policy to make sure it meets your needs.

If your policy is due for renewal within the first 12 months of them living with you in your home, you won’t need to tell us. If, after 12 months, any individuals or family are still living with you, then you’ll need to tell us when your policy is next due for renewal.

I ‘d like to use my car to transport goods within the UK or European Economic Area to help the humanitarian crisis in Ukraine. Do I need to make changes to my policy? 

No. You don’t need to inform us and your cover will stay the same. You should let us know when your policy is due for renewal.

Am I allowed to drive in Ukraine when providing aid for the humanitarian crisis?

No, cover does not include driving in Ukraine. Damage or injury caused by war, conflicts or similar events is a common exclusion in motor insurance policies.

 
Making card payments in Russia

 

Can I use my Santander card in Russia or Belarus? 

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

 

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