Last updated: 6 August 2026
1. Who this covers
A customer may be in vulnerable circumstances because of health (physical or mental illness, cognitive impairment), a life event (bereavement, job loss, relationship breakdown, migration or displacement), low financial or digital capability, or low financial resilience. Vulnerability can be temporary or permanent, and many of our customers experience it at some point.
2. What we do
- Language support — our staff and agents speak Pashto, Dari and Urdu as well as English, and key information is available in Pashto.
- In-person help — you can complete a transfer with a member of staff in branch if online is difficult.
- Trusted third parties — you may nominate a family member or friend to speak to us on your behalf. We will record the nomination and confirm it with you directly.
- Extra time — we will not rush you through identity checks or a transfer decision, and we will repeat or write down information on request.
- Recording your needs — with your consent we record support needs on your account so you do not have to explain them again.
3. Protecting you from harm
Our staff are trained to recognise signs of financial abuse, coercion and scams — for example a customer being accompanied and prompted, an unusual urgency, or a transfer that does not fit the customer's normal pattern. Where we have concerns we will pause the transfer, speak with you privately, and where necessary decline it. We may report suspected abuse to the appropriate authority. See also our fraud and scam guidance.
4. Accessibility
Our website is designed to work on phones, tablets and desktop computers, supports text resizing and screen readers, and avoids relying on colour alone to convey meaning. If you cannot use part of our service, tell us and we will provide an alternative way to complete it.
5. Staff training
All staff and agents receive training on identifying and supporting vulnerable customers on appointment and at least annually, alongside AML and sanctions training.
6. Ask for support
Email info@sarafiasif.com, call us, or speak to any member of branch staff. You do not need to give a reason or a diagnosis. If you feel we have not supported you properly, please use our complaints process.