COVID-19 – SMALL WORLD SERVICE STATUS UPDATE AS OF 12PM 02/04/2020

A message from the CEO

In light of the uncertainty we all face in our daily lives with the outbreak of COVID 19 (Corona Virus) I want to reassure our customers that Small World remains focused on ensuring that they can continue to send money to their family, friends and loved ones. As a husband and father to 3 children, I know how important it is to provide safety and support to those close to us during these times and we are working hard here at Small World to ensure the health and safety of our employees, communities and their families.

Despite these uncertain times, Small World continues to remain open for business - as a technology led business our teams can work remotely with ease. SmallWorldfs.com and our App are available for your use 24/7 worldwide, and globally we have a quarter of a million locations open across 196 countries, bringing together an extensive network of offices, agents, branches and payment points - although I do encourage you to check smallworldfs.com for any service updates as some locations may have restricted opening times or temporary closures if they are located close to outbreaks of COVID-19. We are working closely with our partners around the world to minimize the impact of any disruptions on our customers.

Our digital payment solutions ensure that your transfers take place in seconds, and can be collected in minutes. And all of this is backed up by our 800 passionate employees who are committed to providing exceptional quality of service and support that means wherever and whenever our customers need us, we’re there.

With over 100M successful transactions completed to date, I am sincerely grateful for the trust that our customers place in Small World to move their money and promise that we are all committed to ensuring that we get your money to where it needs to be, as usual.

Thank you for choosing Small World to support your loved ones,

Best wishes,

Nick Day


Destination countries with services changes:

Afghanistan

  • Payout service across all Afghanistan regions is suspended temporarily until 15th of April 2020 due to COVID-19
  • Afghan Sharq locations are open for Pick-Up service payouts.
  • Khyber informs: The government of Afghanistan has stated that Money Services Businesses should resume business from the 1st of April 2020. However in light of COVID-19 the time for Afghanistan will be reduced: Monday – Thursday 09:00 to 13:00, Friday – Closed, Saturday-Sunday 09.00 to 13:00.

Albania

  • RAEA locations are open Monday - Saturday: 8:00 am -15:00 pm until further notice.

Argentina

  • Pick-Up Service is temporarily suspended nationwide.

Azerbaijan

  • CONTACT informs: We have not received any official notifications that CIS payout network is affected by COVID 19. Orders are processed automatically on a 24/7. At the same time some CIS countries are observing Nauryz Public holidays currently

Bangladesh

  • Transactions to Bank deposit are processed on regular basis.
  • Rupali Bank has resumed Pick-Up service. Payment is subject to availability of opening branches and Paying alliance. Bank has been opening cash counter on rotation basis for certain hours.
  • Central Bank declared general holiday for all banks in Bangladesh except some banking service in limited scale for the period from 29th March 2020 to 2nd April 2020. Remittance services with DUTCH BANGLA BANK (DBBL) shall be available as follows:

        - Cash Pickup - DBBL Branches 10:00 am -12:00 pm (Sat-Thurs),

        - Cash Pickup - Agent Banking outlets (All) 10:00 am-1:00 pm (Sat-Thurs).

  • Agrani Bank Branches are open from 10:00 am -12:00 pm during 29th March - 2nd April 2020.
  • Janata Bank branches will be open from 5th April 2020.
  • Islami Bank Branches are open from 10:00 am -12:00 pm during 29th March - 2nd April 2020.
  • Social Islami Bank Branches are open from 10:00 am -12:00 pm during 29th March - 2nd April 2020.
  • Al-Arafah Islami Bank Branches are open from 10:00 am -12:00 pm during 29th March - 2nd April 2020.
  • Southeast Bank Branches are open from 10:00 am -12:00 pm during 29th March - 2nd April 2020.
  • National Bank branches will be open from 5th April 2020.
  • Union Bank Branches are open from 10:00 am -12:00 pm during 29th March - 2nd April 2020.
  • NRB Branches are open from 10:00 am -12:00 pm during 29th March - 2nd April 2020.
  • Bank Asia Branches are open from 10:00 am -12:00 pm during 29th March - 2nd April 2020.
  • South Bangla Agriculture Bank Branches are open from 10:00 am -12:00 pm during 29th March - 2nd April 2020.
  • Most of the branches of Uttara Bank Limited will remain open and carry out its operation at limited scale from Sunday to Thursday 10:00 am to 13:00 pm.
  • Transactions to bank deposit might be delayed due to the Bangladesh Electronic Funds Transfer Network (BEFTN) closure until 1st April 2020.

Bolivia

  • Banco Bisa: locations are open Monday - Saturday: 8:00 am -12:00 pm.
  • Banco Ganadero locations are open from 8:00 am to 12:00 pm until April 15, 2020.
  • Euroenvios is paying cash-pickup transactions from Monday - Saturday 8:00 am - 12:00 pm until April 4, 2020.
  • Only 35 branches of Banco Bolivariano remains open: Mon-Fri from 9:00 am to 12:00 pm. Transactions sent to Banco Bolivariano accounts will be paid automatically without time restriction.

Colombia

  • Many Davivienda's branches have been closed, but 187 branches still remain open Monday - Friday from 9:00 am to 13:00 pm.
  • BBVA branches in Bogotá open Monday-Friday from 9:00 a.m. to 2:00 p.m. and in the rest of the country: 8:00 a.m. at 1:00 p.m.

Congo

  • EXPRESS UNION locations are operating Monday-Friday from 9:00 am to 14:00 pm, Saturday from 9:00 am to 12:00 pm, Sunday - closed.

Ecuador

  • Banco Delbank: locations will be open from 08:00 am to 13:00 pm, including Saturdays and Sundays.
  • Those Banco Bolivariano locations, which remain open, are working from 9:00 am until 12:00 pm.
  • All Argenper locations remain closed until further notice.
El Salvador

  • Banco Agrícola: Opening from Monday to Friday from 9:00 am to 3:00 pm, Saturday from 9:00 am to 12:00 pm.
  • Banco Fedecaces: has closed some of their branches. Please check locations before collecting money. Time-table for open branches is Monday - Friday from 8:00 am to 15:30 pm, Saturday's from 8:00 am to 11:00 am.

Georgia

  • Rico Express branches are open Mon-Sun from 6:30 am to 20:00 pm.

Ghana

  • Consolidated Bank: as part of its support to cherished clients is providing free phone calls to all beneficiaries to assist them to access to their nearest branches.

Guatemala

  • Banco Elektra same locations have been closed until further notice, remaining locations are open from 09:00 am to 13:00 pm.

Guyana

  • Laparkan Financial Services: Pick-Up service is temporarily suspended until further notice.

Haiti

  • Unitransfer has reduced hours of operations in Haiti as following: Monday-Friday from 9:00 am to 14:00 pm, Saturday from 9:00 am to 13:00 pm

Honduras

  • Banco Atlantida branches are open from 30th March to 12th April (Mondays, Wednesdays, Fridays only) from 09:00 am to 15:00 pm.
  • Banco Davivienda branches are open from 30th March to 12th April (Mondays, Wednesdays, Fridays only) from 09:00 am to 15:00 pm.
  • Banco Elektra has closed locations in Tegucigalpa, Choluteca, La Ceiba, Colon, Lempira & all shopping centers. Remaining locations are open for pregnant women or people with disabilities Mon-Sun from 7:00 am to 9:00 am, to general public from 9:00 am to 15:00 pm.
  • Banco Promerica branches are open from 30th March to 12th April (Mondays, Wednesdays, Fridays only) from 09:00 am to 15:00 pm
  • Lafise branches are open from 30th March to 12th April (Mondays, Wednesdays, Fridays only) from 09:00 am to 15:00 pm.
  • Ficohsa locations and Tengo payment points in San Pedro Sula, Distrito Central, La Ceiba, Choluteca will remain closed untill further notice. Customer Service timetable for banking operations during this week, Monday, March 30th, Wednesday, April 1st and Friday, April 03rd, will be attending to the public as appropriate, regarding their national identification, passport or residence card, in a schedule of 09:00 am at 03:00 p.m.

India

  • Muthoot locations are closed from 25 March 2020 until 31 March 2020.

Kazakhstan

  • CONTACT informs: Banks have resumed Cash Payout in Kazakhstan from 27th March 2020.

Malaysia

  • Mtrade: Pick-Up service has been temporarily suspended until further notice.

Mauritania

  • Canal MT has temporarily suspended Pick-Up service.

Mexico

  • Bancoppel branches will remain open every day from 10:00 am to 7:00 pm
  • OXXO: Cash Pick-up service remains available in Mexico with the following hours Monday - Sunday from 6:00 am to 10:00 pm. The maximum payout limit is $2,500 (equivalent in Mexican Pesos).

Mongolia

  • Public Credit locations are open Monday - Friday from 9:00 am to 13:00 pm, Saturday - Sunday: closed.

Morocco

  • BMCE Bank: Monday-Friday from 9:15 am to 14:15 pm, AL BARID BANK (LA POSTE): Monday-Friday from 9:15 am to 15:00 pm, BARID CASH: Monday-Friday from 8:30 am to 17:00 pm, Saturday from 8:30 am - 14:00 pm.

Nepal

  • CoV19 Lockdown period has been extended in Nepal until 7th April 2020. Some of CIVIL BANK branches are opened for a limited time of 2 hours (11:00 am – 13:00 pm) daily.
  • Samsara will remain closed until 31 March due to COVID-19 pandemic country lockdown
  • Nepal Remit locations are closed. Please use Bank Deposit Service instead of Pick Up service.

Nicaragua

  • Banco Credomatic continues paying orders at the following opening hours: Monday - Friday: 08:30 am to 4:30 pm, Saturday 08:30 am to12:00 pm, Sunday closed.

Nigeria

  • Polaris Bank: Selected branches will continue to be open Monday - Sunday from 9:00 am to 13:00 pm.

Pakistan

  • Cash Over the Counter payments will be available in all Bank branches across Pakistan, which will remain open (Monday to Friday) from 10:00 AM to 4:30 PM till further instructions by SBP.
  • State Bank of Pakistan: New opening hours from the 24th March due to outbreak of Coronavirus
  • Account deposit services including real-time IBFT and One-Day RTGS function will be available as per regular practice 24/7 seven days a week.
  • Only 3 locations of Wall Street are open: Hyper Start Luckyone mall (Karachi), Rahat Bakery Branch (Lahore), Hypermall (Karachi). Hours of operation are Monday-Friday from 12:00 pm to 19:30 pm.
  • Allied Bank branches are open Monday-Thursday from 10:00 am to 4:00 pm, Friday from 10:00 am to 1:00 pm. All Saturday opening branches will remain close on Saturdays. The above stated timings shall continue till April 7, 2020, unless modified or withdrawn earlier

Panama

  • Banco Elektra: locations are open Monday - Saturday from 07:00 am to 19:00 pm, Sunday from 10:00 am to 18:00 pm.

Paraguay

  • Banco Familiar: until further notice: opening time would be from Monday - Friday 9:00 am to 16:00 pm, Saturday 09:00 am to 12:00 pm.

Peru

  • Argenper: has closed its locations except locations in Lima, Comas, Camacho, Villa el Salvador, San Juan de Lurigancho, Callao, Barranca, Piura, Chiclayo, Trujillo, Chimbote, Huacho, Huaral, Ica. Provisional hours for the national emergency of branches in mentioned cities are: Monday - Friday: 10:00 am - 15:00 pm, Saturday - Sunday closed.
  • Interbank:  Plaza Vea and Vivanda locations are open Monday - Friday 10:00 am to 16:00 pm and closed on Saturday - Sunday until further notice.
  • JET PERU has suspended Pick-Up and Bank Deposit services until 13th April 2020.
  • Some branches of BANCO DE CREDITO DEL PERU will be open Monday to Friday from 10:00 a.m. to 2:00 p.m.

The Philippines

  • FILREMIT advises Customers to use Credit to Bank Account (Bank Deposit) instead of Door-to-Door (Physical Delivery). Cash Pick-up centers have limited operations depending on city quarantine and community lockdown measures.
  • Pck-Up Service is not available at BDO branches despite of branches being open. Please use Bank Deposit service. Beneficiary can open account with BDO in any of the branches. Pick-Up service via BDO payout partners is available.
  • Ouryes is closed until further notice.

Romania

  • Smith & Smith locations are open Monday - Friday 9:00 am -17:00 pm, Saturday 9:00 am -12:00 pm.

Russia

  • March 30 2020- April 03 2020 were declared non-working days in Russia by Presidential Decree No 206, hence Pick-Up service will be unavailable..

Sri Lanka

  • Nations Trust Bank; has suspended Cash Pick-Up service until further notice. Bank Deposit service is available.


Tajikistan

  • CONTACT informs: We have not received any official notifications that CIS payout network is affected by COVID 19. Orders are processed automatically on a 24/7. At the same time some CIS countries are observing Nauryz Public holidays currently


Togo

  • Banque Populaire pour l'Epargne et le Credit: Branches are open Monday - Sunday from 7:30 am to 13:30 pm.

Uruguay

  • Some BBVA´s offices have been closed until further notice.


Uzbekistan

  • CONTACT informs: We have not received any official notifications that CIS payout network is affected by COVID 19. Orders are processed automatically on a 24/7. At the same time some CIS countries are observing Nauryz Public holidays currently


Vietnam

  • DONGA MONEY TRANSFER is temorarily suspended Counter Pick-Up service during Saturdays. Bank Deposit and Physical Delivery services are working as usual.


Zimbabwe

  • Steward Bank has closed some branches: Gunhill, Victoria Falls, Borrowdale, Joina City and Bradfield until further notice.



Service Updates by Country:

Belgium - Current branch opening times and any closures

All our branches are open except our branch in Antwerp (Empire Gallery) and in Brussels (Centre Ville Gallery).

Spain - Current branch opening times and any closures

Some of our branches have reduced opening times, Guadalajara Branch is now OPEN

Switzerland - Current branch opening times and any closures

All branches are open except our branch in Basel and our branch in Lugano.

United Kingdom - Current branch opening times and any closures



FAQ's:

  • 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
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