Check a complaint
Our complaints procedure
- Tell us. Use the form above, email complaints@sarafiasif.com, or speak to any branch or agent.
- Acknowledgement. We log your complaint with a unique reference and acknowledge it in writing within five business days.
- Investigation. A complaints handler independent of the original decision reviews the transaction records, agent notes and system logs.
- Final response. We aim to resolve complaints within four weeks and will always send a final response, or an explanation for the delay, within eight weeks of receipt.
- Escalation. If you are dissatisfied with our final response, or eight weeks pass without one, you can refer the complaint free of charge to the Financial Ombudsman Service — normally within six months of our final response.
Financial Ombudsman Service
- Website: financial-ombudsman.org.uk
- Telephone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
What helps us investigate faster
- Your transaction reference (for example AFG0042).
- The date and amount of the transfer.
- The branch, agent or payout location involved.
- What outcome you would like.
Data protection complaints can also be raised with the Information Commissioner's Office. See our Privacy Policy.