Advocacy for access to banking services for Ukrainian refugees

     In 2024, the National Congress of Ukrainians of Moldova (NCUM), in collaboration with UNHCR and other stakeholders, undertook targeted advocacy efforts to address systemic barriers faced by Ukrainian refugees in accessing banking services in Moldova. Financial inclusion was recognized as a critical component of integration, enabling displaced individuals to receive assistance, manage personal finances, and participate in the formal economy.

     As part of this initiative, NCUM conducted a nationwide survey involving 200 Ukrainian refugees to assess the challenges they encountered when attempting to open bank accounts. The data revealed that a significant proportion of respondents were unable to access banking services due to strict and unclear documentation requirements, lack of information in accessible languages, and digital platform barriers. Over 70% of those surveyed had no personal bank account beyond the one used to receive humanitarian cash assistance.

     Based on these findings, NCUM organized a multi-stakeholder roundtable with representatives from UNHCR, the Ministry of Finance, the World Bank, IFC, and Moldova Agroindbank (MAIB). This platform facilitated direct dialogue between refugees, civil society, financial institutions, and policymakers. As a result of the joint advocacy, MAIB – one of Moldova’s leading banks – introduced simplified procedures in August 2024. Refugees can now open an account by presenting only a valid Ukrainian passport, a Ukrainian taxpayer identification number, and proof of Temporary Protection status in Moldova. Additionally, MAIB launched staff training initiatives to improve interaction with displaced clients and accelerate service delivery.

     NCUM continues to work with partners to promote equal access to banking services for all refugees and calls on other banks to adopt similar inclusive practices. This initiative demonstrates the potential of coordinated advocacy involving community organizations, financial institutions, and international actors to remove administrative barriers and foster social and economic inclusion of displaced populations. The results also informed broader recommendations for improving customer service, enhancing digital accessibility, and increasing staff awareness of refugee documentation and rights.