Yoti — Initial Complaint to the Issuer
Your first formal complaint is sent directly to the organisation that placed the CIFAS marker. This is a structured, evidence-led complaint that challenges the marker on data protection and accuracy grounds.
The issuer has up to 8 weeks to investigate and respond
What this stage means
This is where your case begins. A formal complaint is sent directly to Yoti challenging the CIFAS marker they placed on your record. This is not an informal request — it is a structured, evidence-led document that cites the specific legal grounds for removal, including UK GDPR accuracy obligations and the CIFAS filing standards that may not have been met.
When you reach this stage
You start here. Once you have your CIFAS report (or the notification letter from Yoti), you have enough to begin. You do not need to wait, gather perfect evidence, or contact Yoti informally first. The formal complaint is the correct starting point.
What they will assess
- Whether the evidence they hold meets the CIFAS standard of proof
- Whether the marker was filed following proper internal procedures
- Whether the conduct alleged actually meets the threshold for dishonesty
- Whether vulnerability or mitigating factors were considered
- Whether your data protection rights were respected
What strengthens your case
- A structured complaint with specific legal arguments, not a general expression of unhappiness
- Data protection arguments citing UK GDPR Article 5(1)(d) and Article 17
- A parallel Subject Access Request to their DPO — this starts a 30-day clock
- Evidence that contradicts the institution's basis for filing
- Reference to the CIFAS filing standards and how they were not met
What we provide at this stage
- Professionally drafted complaint with legal framework
- Data protection arguments (UK GDPR accuracy, right to erasure)
- Standard of proof challenge specific to the marker type
- Clear submission instructions
- SAR submitted to their Data Protection Officer in parallel
What you need for this stage
- Your CIFAS report or notification letter
- Any correspondence from the institution
- Bank statements or relevant account documents
- Your account of what happened
Common outcomes at this stage
Marker removed — some institutions remove markers within days of receiving a well-drafted complaint
Partial response — the institution asks for more information or time
Rejection — the institution maintains the marker was correctly filed (this triggers escalation)
No response within 8 weeks — this allows immediate escalation to the Financial Ombudsman
What happens next
If Yoti removes the marker, your case is resolved. If they reject the complaint or fail to respond within 8 weeks, we prepare simultaneous escalation to CIFAS and the Financial Ombudsman — applying pressure from multiple angles at once.