Terms and Conditions

Recent Changes – 10 August 2025

As part of our commitment to transparency and alignment with industry practices, we have made the following updates to our Terms and Conditions:

1. Removal of Money-Back Guarantees: We no longer offer any form of guarantee for case outcomes. This aligns our approach with other legal professionals and solicitors who also do not provide guarantees for services delivered.
2. Commitment to Transparency: While no guarantee is offered, we publish anonymised examples of successful removals to demonstrate our dedication to resolving matters and to help potential clients make informed decisions.
3. Removal of Free Assessments: We no longer provide free assessments in order to focus our time and resources on resolving cases already submitted by paying clients.

Summary of Our Terms and Conditions

We’re Cifas Marker UK, a trading name of Civil Disputes UK, based in London. We help people challenge or remove CIFAS markers by preparing complaints, guiding you through the process, and in some cases managing the entire case, including escalation to the Financial Ombudsman or court-related complaints.

We offer three service levels:

1. DIY Package – templates, guides, and strategies so you can handle your own complaint.
2. Standard Package – we review your case, prepare your complaint, and escalate it to the right organisation.
3. Advanced Package – full case management for complex cases, including legal escalation.

What to Expect

1. First drafts are usually ready within 3–5 working days once we have all your information.
2. Resolution times vary depending on banks, CIFAS, or the Ombudsman, and can take weeks or months.
3. We communicate mainly via email or WhatsApp.

Refunds

1. Full refund if we haven’t started work.
2. Once work has begun, refunds are discretionary.
3. No refunds for downloadable products after access.

Case Acceptance Rules

1. Your CIFAS report must be less than 6 months old.
2. We can help even if you’ve already complained before, but refunds will not apply.
3. Cases involving false or altered documents are only taken at our discretion.
4. You must provide truthful, accurate information.

Other Key Points

1. We are not a law firm and do not give legal advice.
2. We cannot guarantee results.
3. All reviews must be based on your actual experience, without false or personal attacks.
4. Your data is handled securely and only shared when necessary for your case.

1. Who We Are

Cifas Marker UK is a specialist dispute resolution service trading under CIVIL DISPUTES UK, registered in England and Wales under company number [INSERT COMPANY NUMBER]. Our registered office is 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE.

We operate the website https://cifasmarker.org.uk and provide CIFAS marker challenge and complaint preparation services.

2. What We Do

We provide professional document preparation, guidance, and support for individuals and businesses seeking to challenge or remove CIFAS markers from their records. Our role is to help you understand your position, prepare strong written complaints, and guide you through the appropriate complaint or escalation process.

We offer three service levels:

1. DIY CIFAS Removal Package – A self-help toolkit containing tailored templates, strategy notes, and step-by-step instructions so you can manage your own complaint.
2. Standard Support Package – A more hands-on service that includes a full case review, professionally drafted complaint letters, and escalation to the relevant bank, financial institution, or organisation.
3. Advanced Case Package – Comprehensive case management for complex matters, including cases requiring escalation to the Financial Ombudsman Service or preparation of materials for legal proceedings. We do not provide legal representation in court but can assist with referrals to solicitors if required.

We do not give legal advice, and we do not offer any guarantee of success. The outcome of any complaint or case will depend on the facts, evidence, and the decisions made by third-party organisations involved in the process.

3. Service Levels

We provide three distinct service levels to suit different needs and budgets. All services are delivered with the aim of producing clear, professional documentation and guiding you through the appropriate complaint or escalation process.

3.1 DIY CIFAS Removal Package

1. Designed for clients who wish to manage their own case from start to finish.
2. Includes tailored templates, guidance notes, and strategy prompts for building and sending your own complaint.
3. Suitable for straightforward cases where the client is comfortable handling their own correspondence with the bank or organisation.

3.2 Standard Support Package

1. Full review of your circumstances and relevant documents.
2. Professionally drafted complaint letters written to meet industry standards.
3. Guidance on submitting your complaint and handling responses from the organisation involved.
4. Escalation to the relevant department or senior contact within the organisation if required.

3.3 Advanced Case Package

1. Comprehensive case management for complex matters, including those involving multiple organisations, high-value disputes, or allegations that may involve law enforcement.
2. Includes preparation of case materials for escalation to the Financial Ombudsman Service, regulatory bodies, or where necessary, solicitors for potential court proceedings.
3. While we do not represent clients in court, we work closely with legal professionals and can refer you where appropriate.

4. What to Expect

We aim to provide a clear, professional, and timely service. To ensure you understand how we work and what you can expect, please read the following carefully:

4 Initial Response

1. Once we receive your completed intake form and all requested documentation, we will confirm receipt within 1–2 working days.

4.2 Draft Preparation

1. For our Standard and Advanced packages, we aim to provide initial draft complaint letters within 3–5 working days of receiving all required information.
2. For the DIY CIFAS Removal Package, your materials will be available for download immediately after purchase.

4 Case Timelines

1. The overall timescale for a resolution will depend on the organisation(s) involved. Many complaints are resolved within a few weeks, but some can take several months, especially if escalated to the Financial Ombudsman Service, regulators, or legal professionals.
2. We cannot control third-party response times but will provide guidance on when and how to follow up.

4 Client Input

1. You are responsible for supplying accurate, complete, and truthful information at every stage.
2. Delays in providing requested details or documents may result in delays to your case.
3. In some situations, a lack of evidence or supporting documents may reduce the likelihood of a favourable outcome, and we will advise you of this before proceeding.

4 Communication

1. We primarily communicate via email and WhatsApp to ensure quick and clear updates.
2. You must keep your contact details up to date and check messages regularly to avoid delays.

4 Professional Standards

1. While we will prepare all documents to meet industry standards, the final decision rests with the relevant organisation, regulator, or court. No guarantee can be given as to the outcome.

5. Refund Policy

We want our clients to feel confident in their purchase. While we do not offer any guarantees on outcomes, we do provide a fair and transparent refund policy:

5 Eligibility for Refunds

1. You may request a full refund if work on your case has not yet commenced.
2. Once we have started work — including reviewing documents, preparing drafts, or carrying out research — refunds will be discretionary, based on the amount of work already completed.

5.2 Digital Products (DIY CIFAS Removal Package)

1. Due to the nature of downloadable and instantly accessible content, no refunds will be issued once the product has been accessed, downloaded, or otherwise made available to you.

5 Requesting a Refund

1. All refund requests must be made in writing by email to our customer service team.
2. Please include your full name, purchase date, case reference (if applicable), and reason for your request.

5 Processing Refunds

1. Approved refunds will be processed within 7 working days of confirmation.
2. Refunds will be issued using the same payment method used for the original purchase unless otherwise agreed.

5 Non-Refundable Situations
Refunds will not be issued in the following circumstances:

1. Where the service has been substantially completed.
2. Where delays or lack of progress are due to your failure to provide required information or documentation.
3. Where a third party (such as a bank, regulator, or CIFAS) has made a decision you disagree with, but the service promised has been delivered in full.

6. Client Responsibilities

To ensure we can provide the best possible service, you agree to the following obligations:

6 Provide Accurate and Complete Information

1. You must provide truthful, accurate, and complete information when requested.
2. You are responsible for ensuring that all supporting evidence, documents, and statements you submit are genuine and relevant to your case.

6.2 Timely Communication

1. You agree to respond to our requests for information or clarification within 5 working days, unless otherwise agreed.
2. Delays in providing information may result in delays in your case and could affect the outcome.

6 Cooperation

1. You agree to actively cooperate with us during the service period.
2. You must follow the instructions we provide for submitting complaints, appeals, or other correspondence, as these may be time-sensitive.

6 Honesty and Conduct

1. You must not knowingly provide false, misleading, or incomplete statements.
2. Any attempt to mislead us, withhold key facts, or misuse our service will result in immediate termination without refund.

6 Responsibility for Decisions

1. You understand that while we can draft and guide your case, you are ultimately responsible for reviewing and approving any documents before they are submitted.
2. Where applicable, you are responsible for sending letters or emails to banks, regulators, or other third parties unless otherwise agreed in writing.

6 Review Policy Compliance

1. You agree that any public review or testimonial left for our company must reflect the actual service received.
2. Reviews must not contain false claims, personal attacks on staff, or misleading statements.
3. We reserve the right to respond to any review that we believe breaches these requirements and may pursue legal remedies where necessary.

7. Case Acceptance Criteria

To ensure we can provide the best possible service, we require all clients to meet the following criteria before we begin work on a case:

1. Recent CIFAS Report
   You must provide a CIFAS report issued within the last three to six months. If your report is older than this, you will need to request a new copy before we proceed.
2. No Previous Escalation Without Disclosure
   If you have already submitted a complaint to the relevant bank or the Financial Ombudsman, you must disclose this to us at the outset so we can assess the most appropriate course of action.
3. Cases Accepted at Our Discretion
   Any case involving false, forged, or altered documents will only be accepted after a detailed review and at our discretion.
4. Evidence Requirements
   You are required to provide relevant supporting evidence for your case. Where evidence is not available and your explanation cannot be verified, our ability to assist may be limited.
5. Timelines
   Standard complaint timelines may take up to six months from the start of the process, which includes up to eight weeks with the bank and up to eight weeks with the Financial Ombudsman. Complex cases or those requiring escalation to court may take longer.
6. Genuine Cases Only
   We only work with genuine victims who have been unfairly marked. We will not assist any individual who attempts to misuse the complaints process.

8. Communication

We will primarily communicate with you by email and WhatsApp, although we may also use telephone calls or other agreed methods where necessary. You agree to:

1. Provide and maintain accurate contact information throughout the duration of our service.
2. Respond to our communications promptly, as delays in your response may affect the progress and timelines of your case.
3. Check your email (including spam/junk folders) and WhatsApp regularly to ensure you do not miss important updates or requests for information.

All official updates and requests for documentation will be sent in writing. Where urgent matters arise, we may contact you by phone in addition to written communications.

9. Privacy

We are committed to protecting your privacy and handling your personal data in compliance with applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

When you engage our services, we will collect and process personal information necessary to deliver those services, such as your name, address, contact details, and case-related documentation. We may also collect sensitive information if it is directly relevant to your case.

We will:

1. Store your information securely using encrypted systems and restricted access.
2. Use your data solely for the purposes of delivering our services and communicating with you.
3. Share your data only with third parties essential to your case (such as banks, CIFAS, the Financial Ombudsman Service, or solicitors), and only with your knowledge or where legally required.
4. Retain your data only for as long as necessary to fulfil our services and meet legal or regulatory requirements, after which it will be securely deleted or anonymised.

You can read our full Privacy Policy at: [Insert direct link to your Privacy Policy].

By using our services, you consent to the collection, use, and storage of your information as described in our Privacy Policy.

10. Review Policy

We maintain a strict policy on client reviews to ensure they are fair, accurate, and reflective of the actual service provided. All reviews must:

1. Be based solely on your own direct experience with our services.
2. Not include false, misleading, or unverified claims.
3. Avoid personal attacks, offensive language, or defamatory remarks about our staff or company.
4. Focus on the service provided rather than unrelated grievances or matters outside our control.

We reserve the right to request amendments to, or removal of, any review that breaches these terms or is deemed inaccurate or unfair.

11. Governing Law

These Terms and Conditions, and any disputes or claims arising out of or in connection with them, are governed by and construed in accordance with the laws of England and Wales. You agree that the courts of England and Wales will have exclusive jurisdiction to settle any such disputes or claims.