Internal Complaint Handling Procedures
Leumi UK always strives to give you the best possible service. However, sometimes things do go wrong. In these circumstances you may feel that you want to make a formal complaint.
To do this, the easiest way is to contact your Relationship Manager directly either over the phone or by email. If you wish to register your complaint to a different member of staff, the complaint should be directed to Leumi UK’s Chief Compliance Officer, Fionnuala O’Brien.
We do not charge any fees for complaints reported by any of our clients.
When can you expect a response?
We aim to resolve your complaint as soon as possible, however, depending on the complexity involved this can sometimes take a little longer. Where we need to look into your complaint in more detail we'll send you a acknowledgement letter within 5 working days of receiving your complaint explaining:
- When you can expect to hear from us again.
- How your complaint will be dealt with.
- The name and job title of the person who will handle your complaint.
Learning from your complaint
Our clients are at the heart of everything we do, and we want you to be happy with the products and service you receive. Unfortunately, we know that things can sometimes go wrong. When this happens, we aim to put things right for you, learn from your issue and implement the changes needed to make sure it doesn’t happen again.