Housing Japan Co., Ltd. (“the Company”) has established the following procedures for handling customer complaints and resolving disputes arising in connection with its Financial Instruments Business.
- Company’s Contact Point for Complaints and Inquiries
If you have any complaints or inquiries regarding our Financial Instruments Business, please contact us at the following:
Compliance Officer
Housing Japan Co., Ltd.
7F BPR Place Kamiyacho
1-11-9 Azabudai, Minato-ku
Tokyo 106-0041, Japan
Email: legal@housingjapan.com
- Complaint Handling Through an External Dispute Resolution Organization
In addition to handling complaints through the contact point above, the Company utilizes the following independent organization to facilitate the resolution of customer complaints.
FINMAC (Financial Instruments Mediation Assistance Center)
(Specified Nonprofit Corporation)
Address:
Daini Shoken Kaikan
2-1-1 Nihonbashi Kayabacho, Chuo-ku
Tokyo 103-0025, Japan
Telephone: 0120-64-5005
Business Hours: 9:00 a.m. – 5:00 p.m. (excluding Saturdays, Sundays, national holidays, and year-end/New Year holidays)
The standard complaint-handling process at FINMAC is generally as follows:
- Submission of a complaint or consultation request by the customer;
- Referral of the complaint to the member firm and instructions for investigation or response;
- Explanation and advice to the customer regarding possible resolutions;
- Facilitation of discussions between the customer and the member firm to achieve an amicable resolution.
- Dispute Resolution (Mediation Procedures)
The Company resolves disputes relating to its Financial Instruments Business through mediation conducted by FINMAC (Financial Instruments Mediation Assistance Center).
The standard mediation process generally consists of the following steps:
- Submission of a mediation request by the customer;
- Acceptance of the mediation application and appointment of a mediator;
- Notification to the member firm that the mediation application has been accepted;
- Fact-finding and hearings conducted by the mediator with the customer, the member firm, and other relevant parties;
- Presentation of a proposed settlement by the mediator.
Please note: An application fee may be payable depending on the amount in dispute. For further details, please contact FINMAC directly.