Leumi ABL Limited (“Leumi”) has an established client complaints policy and procedure. Leumi is a member of the Asset Based Finance Association (“ABFA”) and therefore complies with the ABFA Code of Business Practice (“the Code”), which covers client complaints.
At the commencement of any facility with Leumi 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 compliant should be directed to Leumi’s Operations Director, Alan Couzins.
Leumi 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 aim to resolve all complaints within eight weeks. At eight weeks a final letter will be sent explaining Leumi’s investigations and conclusions.
From the 1st of July 2013 all ABFA members are subject to an independent complaints process that has been implemented by ABFA. This is a system of dispute resolution managed by an independent specialist third-party organisation, Ombudsman Services. This service is currently available to ABFA Members’ clients with annual turnovers up to £6.5 million or €7.7 million. Clients with turnover higher that this limit still have the ability to complain to ABFA, who will deal directly with the complaint.
If Leumi can not reach a satisfactory resolution with a client a “Deadlock” letter will be issued. At this stage the client can make a compliant to the ABFA under the Code. Further details of the process can be found at www.abfa.org.uk/standards/complaintsprocess.pdf