Complaints Procedure
Leumi UK Group Limited trading as Leumi ABL (“Leumi ABL”) has an established client complaints policy and procedure. Leumi ABL is a member of UK Finance (within the Invoice Finance and Asset Based Lending group) and therefore complies with the UK Finance Invoice Finance and Asset Based Lending Standards Framework (“the Framework”), which covers client complaints.
At the commencement of any facility with Leumi ABL all clients are allocated a “Client Manager”, who is responsible for the day to day management of the client relationship. In the first instance any client complaint should be directed to this individual in writing. If a client wishes to register a complaint to a different member of staff, the complaint should be directed to Leumi ABL’s Chief Operating Officer, Alan Couzins.
Leumi ABL aim to respond to complaints within five working days. If the matter requires further investigation a letter will be sent after five days confirming what action is being taken.
Leumi ABL aim to resolve all complaints within eight weeks. At eight weeks a final letter will be sent explaining Leumi ABL’s investigations and conclusions.
All UK Finance Invoice Finance and Asset Based Lending members are subject to an independent complaints process. This is a system of dispute resolution managed by an independent specialist third-party organisation, CEDR Services. This service is currently available to all UK Finance Invoice Finance and Asset Based Lending members’ clients.
If Leumi ABL cannot reach a satisfactory resolution with a client a “Deadlock” letter will be issued. At this stage the client can make a complaint to the UK Finance under the framework. Further details of the process can be found HERE