Compliance & Regulatory

Complaints Procedure

Bank Leumi (UK) plc Internal Complaint Handling Procedures

For many years now we, at Bank Leumi, have always tried 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.

Bank Leumi (UK) does not charge any fees for complaints reported by any of our customers.

When can you expect a response?

We aim to resolve your complaint as soon as you get in touch with us. However, where we need to look into your complaint in more detail we'll send you a acknowledgement letter within 5 working days. This will explain:

  • When you can expect to hear from us again.
  • How your complaint will be dealt with.
  • The name and job title of the senior person how will handle your complaint.

We always aim to respond to your complaint as soon as possible. However, depending on the type of query, this can occasionally take longer:

  • If your complaint relates to a payment service: Responses may take up to 15 business days (or 35 business days if there are exceptional circumstances).
  • For any other matter: Responses may take up to 8 weeks. Where we are unable to respond during this time we will contact you with an update

If we are able to resolve things straight away and to your satisfaction, we will send you written confirmation.

What if you are not happy with our response?

If you are not happy with the way we resolved your complaint, please let us know as soon as possible. We will conduct a review and look to resolve the matter for you.

Alternatively, you can contact the Financial Ombudsman Service (FOS), who may independently review your case for free. Please note that if longer than six months has passed since our final response letter, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. This includes where the FOS believes that the delay was the result of exceptional circumstances.

Their contact details are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Free phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Learning from your complaint

Our customers 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 as best and as quickly as we can, learn from your issue and implement the changes needed to make sure it doesn’t happen again.

Bank Leumi (UK) plc - Internal Complaint Handling Procedures