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Customer Service Centre - Bank of Valletta - BOV Group
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Senior Citizens and Vulnerable Individuals

Initiatives to support
Senior Citizens, Vulnerable Individuals and
Customers who have been advised to stay at home

In order to support senior citizens and customers who have been advised to stay at home, the Bank has introduced measures to ensure that these customers through the assistance of trusted persons can still carry out banking transactions that can’t be effected through Internet and Mobile Banking.

These measures include the possibility of the trusted person to do the following on behalf of the elderly or vulnerable customers.

  • Deposit their cheques through ATMs*
  • Pay their bills via internet or mobile banking
  • Top up their mobile phone via internet, mobile banking or ATM
  • Effect other banking transactions*


*Terms and Conditions apply


Following the directive by the Central Bank of Malta, with effect from 26th March 2020, Bank of Valletta will be implementing the following measures:

Cheques marked as “only” can, until further notice, be deposited by a trusted third party of the person named on the cheque (beneficiary). This can be done as follows:

  • The beneficiary can instruct the trusted person to make the deposit directly into the beneficiary’s account 
  • The beneficiary can also instruct the trusted person to make the deposit into the trusted person’s own bank account via an ATM
In both cases, the beneficiary is to sign the back of the cheque and write the ID Card Number

Central Bank of Malta Directive 17 

Banking Transactions

Customer (account holder) is to provide clear written instructions stating:  

  • Name and ID Number of person who will be effecting transaction on customer’s behalf
  • Customer’s ID Number
  • Amount requested / instruction
  • Signature of Customer
  • Telephone / mobile number 

 The person presenting the request must present:  

  • Original customer letter (as per above)
  • His/her ID Card
  • ID Card of the account holder

Our staff will be carrying out their own checks to verify that requests are authentic.

Use of Electronic Channels

The Bank urges customers to carry out transactions through BOV Internet and Mobile Banking. The above procedure will only be applied in cases where customers do not have Internet and Mobile Banking or require URGENT transactions that cannot be carried out through these digital channels.

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    Bank of Valletta p.l.c. is a public limited company regulated by the MFSA and is licensed to carry out the business of banking and investment services in terms of the Banking Act (Cap. 371 of the Laws of Malta) and the Investment Services Act (Cap.370. of the Laws of Malta).