Grievance and dispute resolution measures under the financial ADR system
Grievance and complaints under the financial ADR systemDispute resolution measures
Overview of complaint handling
(1) In principle, our customer support staff and the Japan Fund Settlement Industry Association will respond to customer complaints, consultations, and inquiries (hereinafter referred to as "complaints, etc.").
(2) When a customer makes a complaint, we will accept it in good faith, investigate the circumstances and facts related to the complaint, and strive to resolve the complaint promptly. ..
(3) When accepting and responding to complaints, etc., we will respond promptly and appropriately, and by fully listening to the content and circumstances of the request from the customer, we will obtain the understanding and consent of the customer as much as possible. I aim to solve it.
(4) We will report the received complaints to the management, improve the system for handling complaints, and utilize them for recurrence prevention measures and preventive measures such as complaints.
(5) We will introduce an appropriate external organization (bar association arbitration center / dispute resolution center that we use as a dispute resolution measure) to the customer according to the content of the complaint and the customer's request.
(6) We will provide general materials and explanations to customers as necessary, even while procedures related to complaints are pending at an external organization.
JPY Customer Support Co., Ltd .: 5-12-11 Shinbashi, Minato-ku, Tokyo 105-0004
Phone: 81- (0) 3-6777-3399
Japan Fund Settlement Association: 3-8-11 Kudanminami, Chiyoda-ku, Tokyo 102-0074
Phone: 03-3219-0628
Overview of our dispute resolution measures
In principle, we will respond to customer complaints, etc., but if you are unable to resolve the matter to your satisfaction and wish to resolve it using an external dispute resolution organization, the bar association will take measures to resolve the dispute. You can use the arbitration center and dispute resolution center of (Tokyo Bar Association, Daiichi Tokyo Bar Association, Second Tokyo Bar Association).
Tokyo Bar Association Dispute Resolution Center (Contact)
Tokyo Bar Association 1-1-3 Kasumigaseki, Chiyoda-ku, Tokyo 100-0013
TEL: 03-3581-0031
Daiichi Tokyo Bar Association Arbitration Center
Daiichi Tokyo Bar Association, 1-1-3 Kasumigaseki, Chiyoda-ku, Tokyo 100-0013
TEL: 03-3595-8588
Second Tokyo Bar Association Arbitration Center
Daini Tokyo Bar Association, 1-1-3 Kasumigaseki, Chiyoda-ku, Tokyo 100-0013
TEL: 03-3581-2249
* Dispute resolution by an external organization may be a proceeding.