Completing deals,
with confidence

Specialising in structured ABL facilities from £1m to £35m with exceptional levels of client service. We have built a reputation for our deal focussed yet personal and flexible approach to completing deals

COMPLAINTS PROCEDURE

Leumi ABL Limited (“Leumi”) has an established client complaints policy and procedure. Leumi 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 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.

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, Ombudsman Services. This service is currently available to UK Finance Invoice Finance and Asset Based Lending members’ clients with annual turnovers up to £6.5 million.

If Leumi cannot reach a satisfactory resolution with a client a “Deadlock” letter will be issued. At this stage the client can make a compliant to the UK Finance under the framework. Further details of the process can be found at www.ukfinance.org.uk/standardsframework/.”