Covid-19 Small World Service status update

• Are Small World branches and agents still open to transfer money?

Yes, Money Transfer services are an essential service authorised by the government and so the majority of Small World branches and agents are open. You can see the latest opening hours and any restrictions on opening hours by checking our Branch Locator.

For customers who want to transfer money through an Agent, we encourage you to call Customer Service, or the agent to confirm opening hours, and services available before travelling.

Our mission is to keep Small World open for business during these challenging times.

• I already have a branch account, how do I access it online?

If you need to transfer money and cannot visit one of our branches, we recommend setting-up an online account. If you already have an account in one of our Small World branches or agents, you can call our Customer Service team to activate your online account, or register online. It’s a simple and easy process, and your new online account will list all your current beneficiaries and past transactions. You’ll be able to send money online quickly and easily.

• How do I access money transfer services by the Small World App?

You can download our App from the Appstore for IOS or Google Play for Android. You can register as a new customer, or use your login details from our mobile / desktop sites.

If you already have a branch account, then we still recommend calling our Customer Services, or registering online to link your current branch account with a new online account. This will save you setting-up a new profile, and having to validate your identity again. It also means all your beneficiaries and transactions will be visible to you immediately.

• What actions are you taking to protect customers and employees in your branches?

We are providing hand sanitizers in all our branches for our employees. We have introduced a regular, thorough cleaning regime with antiviral cleaner. Our employees generally work behind glass which helps protect them too. We take the safety of our customers and employees very seriously and are working hard to ensure everyone can transfer money safely and securely during this challenging time.

• I’ve had a cough or fever in the last 14 days, can I still visit a branch to transfer money?

No. You must stay at home for a period of 14 calendar days after you first started showing the symptoms of Coronavirus. The safety and health of our employees and customers remain our top priorities during this crisis and we ask our customers to respect this.

• Is it safe to handle cash?

The science on how long COVID-19 can survive on different surfaces is still under investigation, however, banknotes are no more likely to spread the virus than other surfaces. Many countries now have plastic notes which can be washed / cleaned with an anti-viral cleaner if necessary. The best possible protection is to follow the basic hygiene instructions below.

We are still accepting cash, though we ask our customers to use debit cards whenever possible.

• Can I still send money to countries under lockdown?

Absolutely. We are constantly updating our payer network to reflect any changes in service, so you can be sure your money will arrive safely and quickly. In some countries cash pick-up may no longer be available, but other digital money transfer options will be available, e.g. payment direct to a bank account, or transfer to a mobile wallet. In some cases, it may take a little longer for your transfer to reach your beneficiary. Please accept our apologies for any disruption to our regular service.

• Can someone else pick-up the cash on behalf of my receiver if they are quarantined?

For security purposes, only the nominated receiver can pick up your money transfer. If you have made a transfer and your beneficiary cannot collect the cash in person, then you will need to cancel the order. You can set-up a new beneficiary online, or you can transfer the money digitally, direct to their bank account.

• How can I avoid spreading Coronavirus?

1. Wash your hands with soap and water often – do this for at least 20 seconds
2. Always wash your hands when you get home or into work
3. Use hand sanitiser gel if soap and water are not available
4. Cover your mouth and nose with a tissue or your sleeve (not hands) when you cough or sneeze
5. Put used tissues in the bin immediately and wash your hands afterwards
6. Self-isolate for 14 days if you are living with someone who has Coronavirus
7. Keep 2m apart when visiting a branch / agent