Bank Leumi (Jersey) Limited and Leumi Overseas Trust Corporation Limited
Internal Complaint Handling Procedure
For many years now we, at Leumi in Jersey, have tried to ensure that the calibre of service we provide is as faultless as we can hope to achieve. This corporate culture is embedded in all aspects of our staff training. However, we do live in the real world and although we try our utmost, with the best will, things can go wrong from time to time.
Consequently an occasion may arise where you feel that you have just cause to complain, for example, about our level of service or the quality of a product and, hereunder, is the procedure that we will follow.
In the first instance, your complaint should be communicated to our Compliance Officer, in writing, who will send you an acknowledgement as a matter of priority, in any event within five business days of receipt. We will also give you the name and job title of the senior person dedicated to handle your complaint.
Notwithstanding this we will try our utmost to satisfactorily resolve the problem within 14 days following receipt of the complaint.
In any event, once our exhaustive investigations have been completed we will issue our response. This will:
- accept the complaint and where appropriate offer redress;
- offer redress without accepting the complaint;
- reject the complaint, giving you reasons and informing you of your right to refer the complaint to
the Jersey Financial Services Commission.
If, after four weeks from the time of receiving your complaint we are still unable to offer you a solution in the form of our response, we will provide you with a current status report on how the matter is progressing and when we would expect to be in a position to harmoniously resolve the complaint.
However, if after thirteen weeks from receipt of your initial contact, we are still unable to reach a satisfactory conclusion, we will explain why the event has become protracted and a date by when we would hope to provide you with a final response and seek your agreement to this further extension. At that time we would also inform you of your right to refer your dissatisfaction to the Jersey Financial Services Commission.
In conclusion, we wish to state that as well as treating your complaint in a fair and honest fashion, we aim to introduce an ethos of promptness and consistency and by analysing the results of our efforts, identify and remedy any pattern of recurring and systematic problem.
