NBU expands banks' verification procedures for customers with disabilities more than half a year after scandal involving veteran without limbs

The National Bank has simplified the process for banks to verify customers with disabilities, more than half a year after the scandal involving a veteran with no limbs.

This is stated in a press release from the NBU, the Ukrainian News agency reports.

Specifically, the National Bank has established the following procedures for customer identification and verification:

- During verification, a third party (an accompanying person or authorized representative) or a bank employee conducting the verification may present the original document on the customer’s behalf if the customer is unable to present it independently;

- The customer’s consent to have their photo taken may be documented using an audio or video recording if it is not possible to obtain their consent via a handwritten or electronic signature.

As the Ukrainian News agency earlier reported, in December 2025 in Kyiv, a 20-year-old veteran who lost all his limbs in the war was unable to renew his bank card because he could not complete the standard identification procedure.

Andrii Pyshnyi, the head of the National Bank of Ukraine, responded to the situation. In a Facebook post, he stated that he would personally deliver the bank card to the veteran.