The Office for Public Inquiries
The Office for Public Inquiries is responsible for the handling of complaints and inquiries for information or assistance relating to the Bank. The Office has authority to decide how to handle customer inquiries.
The Office is headed by the Ombudsman, a senior manager at Leumi reporting to the Bank's Chief Legal Adviser. The Ombudsman and Public Inquiries Officers have no other duties in Leumi apart from dealing with public inquiries.
The Ombudsman and the Public Inquiries Officers are skilled, educated, and experienced as befitting their duties and responsibilities and have a range of adequate resources at their disposal which allow them to carry out their duties effectively.
The Ombudsman and the Public Inquiries Officers handle all types of inquiries received by the Office (complaints, requests for information or assistance), examine the inquiries in a fair, effective, and independent manner, and act objectively and impartially. As part of their duties, they determine findings and assist where relevant.
You may contact the Office for Public Inquiries in one of the following ways:
- Fill out our electronic contact form
- Phone: +972 76-8857011 Sunday to Thursday 9:00-15:00
- Fax: +972 77-8084542
- E-mail: Pniyot.Tzibur@bankleumi.co.il
Address: The Office for Public Inquiries
P.O. Box 88
Lod, 7110002, Israel
Leumi’s Policy for the Handling of Complaints
Leumi is committed to cultivating its relationship with its customers and maintaining it over time.
This relationship is based on trust, providing customized services and products, and a quality service experience. To do this, we rely on standards of compliance with the laws, rules and regulations of the State of Israel and the regulators, while ensuring a value system and professional ethics.
The handling of complaints is an integral part of the service we provide to our customers and therefore we treat every complaint very seriously. Complaints are reviewed by the Public Inquiries Officers who do their utmost to investigate the complaint quickly and efficiently, and to reach decisions that reflect the values of honesty, fairness, and responsibility towards our customers.
Sometimes, depending on the case, we are ready to act in favor of our customers beyond the letter of the law, even if we find their complaint unjustified, or see fit to agree to their request due to distress or unique personal circumstances.
The Public Inquiries Officers are careful to give a courteous, clear, and reasoned response to applicants (except for cases where we are prevented from giving reasons for the decision to the applicant due to the obligation of confidentiality imposed on us). The response is sent within a reasonable time.
The Complaint Handling Process
A. Investigation of the complaint – the Public Inquiries Officers examine the complaints received by the Office in a professional and appropriate manner and, if necessary, consult with other parties in the Bank.
B. Response to the customer - the Office’s response to customer complaints will be reasoned, refer to the concerns expressed, and be supported by documents - except in cases where the customer complaint is accepted in full, including if it is beyond the letter of the law.
C. The maximum time for providing a definitive answer to the customer will be up to 45 days after receipt of the complaint. In exceptional cases the date for a final response will be extended by 15 days. This does not apply to very exceptional circumstances where the delay is due to factors outside the Bank's control, and notice of the extension of a deadline and the reason for the delay will be given to the applicant before the end of 45 days.
Methods of Objecting to the Ombudsman's Decisions
Objections can be raised to the Ombudsman's decisions by submitting an appeal to the Office for Public Inquiries by any of the above methods of contact, or by applying to the Public Inquiries Unit of the Bank of Israel.