Last updated: 6 August 2026
1. The Consumer Duty
The FCA Consumer Duty (PRIN 2A) requires firms to act to deliver good outcomes for retail customers. We apply it across four outcomes: products and services, price and value, consumer understanding, and consumer support.
2. Products and services — our target market
Our money remittance service is designed for individuals in the United Kingdom sending personal, modest-value transfers to family and friends, principally to Afghanistan and neighbouring corridors. It is suitable for customers who need reliable cash collection at a named location.
It is not designed for: business or commercial payments outside our agreed terms, investment or speculative currency trading, transfers to sanctioned parties or jurisdictions, or customers who cannot provide identity documentation.
3. Price and value
We assess fair value at least annually. The assessment compares our total cost to the customer (fee plus exchange-rate margin) against the benefits delivered — corridor availability, speed of cash collection, branch and agent network, and support in the customer's own language — and against alternatives available in the same corridors.
Our current conclusion is that our charges represent fair value for the customers in our target market. We publish the cost components openly on our Pricing & Key Facts page so you can compare before you send.
4. Consumer understanding
- We show the fee, exchange rate, total payable and beneficiary amount together, before you confirm.
- We provide key information in plain English and in Pashto where available.
- Receipts and tracking are available for every transfer.
- We test our communications for clarity and correct anything customers tell us is confusing.
5. Consumer support
You can reach us by phone, email or in branch during business hours. We do not put barriers in the way of cancelling a transfer, complaining or leaving — the effort required to exit is no greater than the effort to sign up. See Contact and Complaints.
6. Customers in vulnerable circumstances
See our Vulnerable Customers policy for the additional support we provide.
7. Monitoring outcomes
We monitor complaint volumes and root causes, transfer failure and delay rates, refund and cancellation rates, and customer feedback. Senior management reviews these at least annually and records the review, together with any action taken.
8. Tell us if something is not working
If any part of our service produces a poor outcome for you, email compliance@sarafiasif.com. We treat this as evidence for our Consumer Duty monitoring, whether or not you make a formal complaint.