The most frequently asked questions during quarantine

During the recent period, we have received a lot of questions concerning a quarantine in general and our operation and client service, in particular.

We have prepared replies to your most common questions and we will inform you about all new developments.  Please follow our news and messages in social networks.  

Let us stay online!

What measures does the bank take to prevent coronavirus?

Caring for our clients and staff continues to be the main priority in the bank’s activity. We are monitoring  the situation developments  and introducing additional measures to prevent the coronavirus spread. Stay online!

At the moment, a major part of the personnel of support units of the bank is working remotely with no need to quit their homes and with a possibility to restrict contacts with other people. The number of employees working in our branches has been also considerably reduced.  

Regarding the personnel working in our branches and offices, we are taking extra preventive measures, namely: additional breaks for airing and sanitation, provision with disinfecting means, potable water, protective masks and other required things. Business trips and face-to-face meetings have been canceled in the bank.  

Will you introduce a quarantine? 

Currently, all the bank’s branches are operating. We understand the importance of a stable work of our bank, particularly in the moment, and we are doing our best to provide all the required services for our clients. Meanwhile, a care for the health of everyone continues to be our top priority, and with this aim we have introduced a number of preventive measures.  

How to avoid visiting branches?

We recommend you to use remote channels:

for private clients – Raiffeisen Online;

for business clients – Raiffeisen Business Online;

for premium clients – turn to their personal manager;

for corporate clients – turn to their personal manager.

Will the operation mode of branches change?

Our entire network – our branches, ATMs and the Information Center –  continues operating.

There are some changes in the operation mode of the bank’s branches, as follows: 

1) to avoid people gathering in premises of the branches, we serve every client only by appointment through the Information Center. Please treat this fact with understanding and plan your visit to our branches beforehand and only in case of urgent need; 

2) during the working hours of our branches, we make additional breaks for airing and disinfection of premises caring for the health of our clients and staff.

Sometimes, peak loads may occur in the operation of our Information Center.  In such situation, please treat with understanding the fact that your connection with an operator may not be made immediately.  

We are monitoring our ATMs’ operation on a permanent basis. At the same time, we advise all clients to use cash as rarely as possible, particularly now, when we should stop the coronavirus spread.

Do you plan to close any branches?

Our branch network is operating in normal mode. To be served in a branch, you should make an appointment through the bank’s Information Center.

Alongside, it is not excluded that separate branches may not temporarily operate (for a few days) because of some additional preventive measures. We recommend you to check if your branch is operating using the information in our messages.  

Do you serve foreign citizens? 

Raiffeisen Bank Aval continues servicing all clients. The only demand for your being served in a branch of the bank is to make an appointment through our Information Center.

At the same time, we greatly hope that our clients will use all the remote service channels of the bank as much as possible and will turn to our branches only in case of urgent matters. This will help all of us to minimize a circle of contacts during a quarantine period.  

Are there any restrictions for transactions/limits for cash withdrawal? 

All transactions are made in normal mode, all the bank’s systems are permanently working.

As before, our clients may withdraw cash from their accounts when required  – the corresponding limits remain unchanged. Considerable cash amounts , as usual, should be ordered beforehand.

Currency items: currency account opening, cash currency withdrawal, currency purchasing, limits. 

Our private clients may open a current foreign currency account remotely, via the application and the Internet banking Raiffeisen Online.

All operations on foreign currency accounts are made with no restrictions. As before

, you may receive cash currency from your accounts in cash desks of our branches,  with limits remaining unchanged. Considerable currency amounts, as usual, should be early ordered.

If you need to exchange currency, you may always do it via Raiffeisen Online in the section «Currency Exchange».

You may also obtain the information about doctors' advices and the current situation published on the pages of the Health Ministry, the National Bank of Ukraine and the Cabinet of Ministers of Ukraine.