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Banking, Fund Transfer Related FAQs & Customer Queries - Citi UK

Sending Money - FAQs

Sending Money FAQs

Sending money is one of our highest risk transactions, and as such, require specific security measures that help protect our customers and the bank. The following section will provide more detailed information on the process and on the most effective way for our customers to effect a funds transfer.

Fraud prevention measures for Citi Online

To protect your account and enhance your online experience, all new payees will need to be verified with a one-time pass code which we will send to you by SMS text message. To check the number we have recorded for you, sign on to Citi Online or call us on 0800 00 55 00 FREE.

Information before you apply

We provide you with four ways to send money from your Citi UK Account:

  1. Online: Simply sign on to Citi Online to request your funds transfer at any time (CHAPS transfers are excluded)
  2. By calling CitiPhone on 0800 00 55 00 (if calling from within UK) or +44 207 500 5500 (from outside UK)
  3. In person at the Citigold Lounge if you are Citigold or Citigold Private Client
  4. By writing to Customer Services, Citibank Europe plc, UK Branch, PO Box 4012, Swindon, SN4 4JZ.

We may call you to verify your instructions in the interests of security. Please make sure you sign any instruction for sending money or any other transaction request when you visit our branch

What security procedures will you require when I instruct a send money from my account?

  1. Online - we will ask that you identify yourself through your Citi Online username and password. For security reasons, you may be asked to enter a One Time Password to complete the process. If so, your One Time Password will be delivered to you via text message.
  2. CitiPhone - We will ask that you identify yourself through your card number and t-PIN.
  3. Branch - We will ask that you identify yourself with Card and ATM PIN and complete a form with your signature and the complete instructions.
  4. Written instructions - please make sure you sign any instruction for sending money or any other transaction request.

IMPORTANT NOTE: Please ensure that your contact details are current and correct in case a verification call or One Time Password is required. Only the contact details on record will be used.

Is it mandatory to have a TPIN to give a Funds Transfer instruction through CitiPhone?

Yes a TPIN (Telephone PIN) is our primary way of identifying you, and therefore is necessary when instructing a funds transfer over the phone.

Do I need to have an account with Citi-UK to send money overseas?

Yes, but in exceptional cases if you hold accounts with Citi in another country we may be able to send money to that account on your behalf. Please visit one of our branches with your Citi Card and identification.

What is the fastest way for me to send money from overseas or from another bank in the UK to my Citi UK Account?

An electronic or SWIFT instruction is the fastest way to get funds directly into your Citi account. Please advise of routing details to be provided to the remitting Bank when transferring funds from overseas to your Citi Account in the UK.

What is the deadline (time) I need to submit by to guarantee that the money sent leaves the same day?

Your transfer will be processed on the same banking day if we receive your instructions by 3pm. Any instructions received after 3pm will be processed on the following banking day.

What information do I need to provide to send money within or outside the UK?

  • Amount and Currency of the Transfer.
  • Beneficiary Bank name & Country, Address, BIC/SWIFT Code.
  • Cover Bank: Citi will try and locate this for you. However if you have the cover bank details and provide your preference, the payment will be processed accordingly.
  • Beneficiary Name and Account Number.
  • Reference for the transfer.
  • Reason for the transfer.
  • Your a/c number to be debited for the transfer and the fees.

When sending money from an overseas bank or another bank in the UK to an account with Citi UK, what information should I give my bank?

The bank will ask you for the name of the person receiving the money and their account number (IBAN) as it appears in their Citi Account statement. Please see routing details of various currencies transferred.

What is a SWIFT code and why should I use it?

SWIFT code is an 8 or 11-character bank code, which allows effective identification of the Bank to which the funds are being sent (beneficiary bank).

For example, the SWIFT code of Citi in Greece is CITIGRAA where CITI – is the name of the bank, GR – Country code for Greece and AA – Head office code (Athens in this case). To denote a branch a three alpha/numeric/alpha numeric character may be suffixed. E.g. CITIGRAAXYZ, where XYZ –Branch code. A valid SWIFT code (BIC code) ensures the efficient transfer of funds.

What is the use of Sort Code, National IDs of the Bank and how do I identify them?

Sort Codes, National Ids, or Branch Codes are specific codes allocated to each and every bank/branch so that these banks can easily be located, thereby enabling the efficient transfer of funds.Listed below are a few examples of National Ids.

  • ABA – American Banking Association – This is a 9-digit number, which is mandatory for all USD transfers within the USA.
  • BSB – Bank State Branch – This is a 6-digit number used in South Africa, Australia and New Zealand.
  • Sort Code – This is a 6-digit bank code used for transfers within the United Kingdom.
  • BLZ – This is an 8-digit bank code used in Germany

What is an IBAN number?

IBAN stands for the International Bank Account Number and is used by banks in European countries for Sending money outside the UK. Every customer has their own unique IBAN, which should be quoted for all Sending money outside the UK.

The format of IBAN for Citi-UK customers is as follows GBXXCITIYYYYYYZZZZZZZZ where GB – Great Britain, XX – Two digit numeric code, CITI – Citi, YYYYYY – Citi-UK’s Sort Code, and ZZZZZZZZ – Your 8 digit Citi Account number.

Where can I find my IBAN?

Your IBAN can be found on your monthly statement or by calling CitiPhone at 0800 00 55 00 (if calling from within UK) or 0044 207 500 5500 (from outside UK).

What is Citi-UK’s SWIFT code and when should I use it?

Our SWIFT code is CITIGB2L. You should provide this to the Bank sending money to your Citi UK Account for all international transfers. Please routing details to be provided to the remitting Bank when sending money from overseas to your Citi Account in the UK.

How long does it take for my money to reach beneficiary in case of sending my money outside the UK?

As a general guideline, Sending money outside the UK may take five to six working days to be credited to the beneficiary account. Citi cannot guarantee the exact time taken as this depends on the local and intermediary bank systems.

Are there any fees applicable for sending money within or outside the UK?

Please note fees applicable for sending money within or outside the UK.

Please note that intermediary banks may debit a fee when the funds pass through them, which means the amount arriving may differ slightly from what was sent.

Why is the amount, which reaches the beneficiary sometimes less than the amount sent?

This could happen due to the following reasons:

  1. The cover bank used to process the transfer might have charged a fee to process the transfer.
  2. The beneficiary bank might charge a fee to credit the funds received into the beneficiary’s account.

What should I do if I do not receive funds sent from the remitting bank?

In such cases you can ask the remitting bank to provide a copy of the MT 103 message and fax it across to us at 0207 892 0818. You should also advise the remitter to send a TRACER message to the intermediary bank marking a copy to CITIGB2L (Attention LONHM).

CitiPhone will also be happy to assist you with this process.

How can I find out if my incoming funds have arrived?

Simply call CitiPhone on 0800 00 55 00 (if calling from within UK) or 0044 20 7500 5500 (if calling from abroad) or log onto Citi Online.

Are there any fees applicable for receiving funds from outside the UK into my Citi-UK account?

No, there are no processing fees for crediting funds into a Citi-UK customer’s account. Please note the fund transfer fees applicable for sending money outside the UK.

Can I check whether a person’s Citi account is operational?

No. All customer account information is confidential. Please refer to our  privacy policy.

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