Sarafi Bartar London is the trading name of Primores Group Ltd (company number 13465962), an FCA-registered agent (FRN 957906) of Persici Financial Services Limited. For regulated payment services made available through this channel, Persici Financial Services Limited (company number 10805038) is the service provider and contractual counterparty. Persici is registered with the FCA as a Small Payment Institution (FRN 812820).
If something has gone wrong with a Sarafi Bartar transaction or your experience of our service, please tell us. There is no charge for making a complaint, and you do not need to use a special form or legal wording. We aim to listen, investigate fairly and explain the outcome clearly.
Who handles the complaint? Sarafi Bartar is operated by Primores Group Ltd as a payment-services agent. Complaints about payment services provided through this channel are handled under the complaints arrangements of Persici Financial Services Limited, the regulated provider. You may contact Sarafi Bartar and we will pass your complaint on, or contact Persici directly.
1. How to complain
You can email complaints@pfs.ltd; call Persici on 03333 446 307; or write to Complaint Officer, Persici Financial Services Limited, 197E Hagley Road, Birmingham B16 9RD. You can also use the complaint form on Persici's website, or raise your concern with the Sarafi Bartar team using the contact methods displayed on our website. We will ensure it reaches the appropriate complaints team. A complaint made to the Sarafi Bartar team is treated as received by Persici when Sarafi Bartar receives it.
It helps to include your name and preferred contact method, the relevant order reference (if you have one), what happened, when it happened and how you would like the matter resolved. Relevant receipts or messages may help, but do not send passwords, security codes or full card details.
Complaints can be made on your behalf by an authorised representative. We may need to verify that person's authority before sharing confidential information.
2. What you can complain about
You can tell us about fees, exchange rates, payment instructions, transfer delays, cancellations, refunds, online account or tracking access, customer support, documentation, staff or agent conduct, privacy, or any other concern connected to our services. We consider the substance of your message, even if you never use the word complaint.
3. What happens next
We record and assess your complaint, review relevant records and may contact you for clarification or supporting information. We will communicate in understandable language and consider additional support or reasonable adjustments if needed.
If the complaint is resolved and you accept the resolution by the close of the third business day after receipt, Persici may send a short written confirmation of that resolution. Otherwise it will acknowledge the matter promptly and investigate it.
4. Response times
For a complaint about payment services, Persici aims to provide its written final response within 15 business days after receipt. If exceptional circumstances beyond its control prevent this, it will explain the delay and send a final response no later than 35 business days after receipt.
For other complaints where the relevant FCA complaints timetable applies, a final response is generally due within eight weeks, unless a shorter applicable deadline takes priority. A complaint about personal data is acknowledged within 30 days and handled under our Privacy Policy.
Business days are Monday to Friday, excluding bank holidays in England and Wales.
The final response explains the decision, reasons, and any appropriate correction or remedy. Outcomes may include an explanation, an apology, correcting a record, refunding or adjusting a payment, waiving a fee or other appropriate redress.
5. If you remain dissatisfied
You may be eligible to take your complaint to the Financial Ombudsman Service, a free and independent dispute-resolution service. Eligibility depends on your circumstances and the type of complaint. Normally, an eligible complaint must be referred within six months of the final response or relevant summary resolution communication, subject to applicable rules.
Financial Ombudsman Service: financial-ombudsman.org.uk · 0800 023 4567 or 0300 123 9123 · Exchange Tower, London E14 9SR.
If you are not eligible to use the Financial Ombudsman Service, other routes may be available, such as legal advice or court proceedings.
Making a complaint to a regulator is different from asking the Ombudsman to resolve an individual dispute. Nothing on this page takes away any statutory right.
6. Complaints about privacy or financial-crime decisions
For concerns about personal data, write to queries@pfs.ltd, marked for the Data Protection Contact. You may also raise concerns with the Information Commissioner's Office at ico.org.uk.
We aim to explain our decisions, but some information cannot be disclosed where doing so would breach confidentiality, security, anti-money-laundering rules, sanctions requirements or legal restrictions.
7. Your information
Complaint records are handled under the Privacy Policy and may be shared with people who need them to investigate and resolve the issue, including authorised agents, advisers, regulators and the Ombudsman where lawful. Relevant complaint records are retained for at least three years, or longer where required.
Contact Sarafi Bartar London
- +44 20 7112 8809
- info@primores.co.uk
- 1 King Street, London W6 9HR