We always send the exact amount you ask us to when you confirm your money transfer. We never send less.

However, there are rare occasions where the person you’re sending the money to may receive less than expected. This is beyond our control.

Sometimes the recipient’s bank or an intermediary can add a fee or charge, which is then deducted from the amount received by your recipient. They don’t inform us if they do this so we can’t let you know in advance.

If you’d like more information about any charges imposed, we suggest asking the receiving bank for an incoming payment message (pacs.008), which is a payment document that contains details of the route the money has taken.