Frequently Asked Questions

Why do I need to provide additional information?

What will I be asked to do?

Will my information be safe?

How will Western Union use my personal information?

What additional documents may I need to provide?

What if I did not have the documents ready when Western Union asked for them?

If I provided identity documents for an online transfer, will I need to provide them again for an in-person transfer?

I was asked for an additional interview. Why?

Can my transfer still get rejected? What can I do?

What if I choose not to share my information?

Where can I learn more about this legal requirement?

What should I do if I have questions that aren’t answered here?

 


 

Why do I need to provide additional information?

All financial institutions, including Western Union, are required to collect additional identity information to know their customers better. When we understand who is sending money to whom, we can help protect your money from being used for illegal activities.

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What will I be asked to do?

Depending on your transaction amount, type, and location, some or all of the following may be required:

  • • You may be asked to provide your photo identification document and your address.
  • • You may be asked questions by the agent.
  • • You may be required to send us additional documentation.
  • • You may be asked for a telephone interview. 

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Will my information be safe?

Western Union takes the protection of customer information very seriously. Your information will be kept in Western Union’s secure databases and used only as permitted by data protection law. We also use encryption and other technologies to protect the information we collect from you.

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How will Western Union use my personal information?

Western Union says how we use your personal information in our money transfer terms and conditions. This information is available on the form or receipt that you receive and sign when you send or receive money. You can also find details in our online privacy statement. If you have any further questions, please contact us using the personal information section of the terms and conditions or via the Contact Us section.

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What additional documents may I need to provide?

  • Photo ID documents:*
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  • Proof of address documents:**
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* Proof of address documents must have been issued within the last 3 months and sent to you at your home address. 

** The local authority letter can be original or printed from the Internet.

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What if I did not have the documents ready when Western Union asked for them?

You can upload the documents online at upload.wu.com, or you can take them to an agent location. Always use your full name as it appears in your documents. 

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If I provided identity documents for an online transfer, will I need to provide them again for an in-person transfer?

Yes. Requirements are different for online and in-person transactions.

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I was asked for an additional interview. Why?

Depending on the location and service type, we may be required to collect additional information. Western Union complies with all regulatory standards.

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Can my transfer still get rejected? What can I do?

Occasionally, transfers get rejected. If you are eligible for a refund, you will need to go to an agent location. 

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What if I choose not to share my information?

Western Union is required to comply with regulatory standards and internal policies. Without additional information, you will not be allowed to send or receive money.

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Where can I learn more about this legal requirement?

You can access the UK money laundering regulations online.


As a money service business, Western Union follows the guidance of the HMRC, which advises when companies should perform customer checks and due diligence. Regulations 7 and 14 detail when companies need to perform these checks.

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What should I do if I have questions that aren’t answered here?

For more information about this process, please call Customer Care at 0800 833 833.

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