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 >Management Policy for
Financial Alternative
Dispute Resolution
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Management Policy for Financial Alternative Dispute Resolution
Effective on October 1, 2010, Financial Alternative Dispute Resolution (so called "Financial ADR") allows customers to settle their complaints and disputes against us outside of court by using designated dispute resolution organizations.
According to Financial ADR rules, all financial institutions are required to use dispute resolution organizations established by each business category in which their businesses are.
As Shinsei Trust & Banking Co., Ltd. (hereinafter referred to as "Shinsei Trust") has been licensed to conduct trust business, banking business and registered financial institutions business, Shinsei Trust has concluded contracts regarding execution of proceedings to settle complaints and resolve disputes with each designated dispute resolution organizations (*)
Please contact following designated dispute resolution organizations for consultation, inquiries, opinions, and/or complaints regarding Shinsei Trust.
*Note: As of October 1, 2010, there is no existing designated dispute resolution organization for registered financial institutions business. Therefore, Shinsei Trust uses procedures provided by Trust Companies Association of Japan or Japanese Bankers Association (hereinafter referred to as "JBA") to resolve complaints and disputes regarding registered financial institutions business.
<Complaints / Disputes Regarding Trust Business and Registered Financial Institutions Business (Intermediary Services of Trust Beneficial Interests)>
Trust Companies Association of Japan
Customer Relations Center(Shintaku Sodansho)
Trust Companies Association of Japan runs the Customer Relations Center as contact point‚“ to which customers can go for consultation and inquiries to which they can direct their opinions and complaints about trust. Consultations and inquiries are free of charge.
Please refer to the Customer Relations Center website (Japanese only) Customer Relations Center website (Japanese only) for more information.
Phone:
0120-817335 (toll-free)
03-3241-7335 (from mobile phones/PHS)
Reception days: Monday - Friday (excluding national holidays and bank holidays)
Reception hours: 9:00 am - 5:15 pm
Note: Trust Companies Association of Japan is a designated dispute resolution organization under Trust Business Act and Act on Provision, etc. of Trust Business by Financial Institutions.
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Complaints / Disputes Resolution Process
<Complaints / Disputes Regarding Banking and Registered Financial Institutions Businesses>
JBA Customer Relations Center
Japanese Bankers Association runs the JBA Customer Relations Center as contact point‚“ to which customers can go for consultation and inquiries to which they can direct their opinions and complaints about banks. Consultations and inquiries are free of charge.
Please refer to the JBA website (Japanese only) for more information.
If your trouble is not resolved within two months after your complaint submission to the JBA Customer Relations Center, you may use "Mediation Committee". Please contact JBA Customer Relations Center for more information.
Phone:
0570-017109 or 03-5252-3772
Reception days: Monday - Friday (excluding national holidays and bank holidays)
Reception hours: 9:00 am - 5:00 pm
Note: JBA is a designated dispute resolution organization under Banking Act and Norinchukin Bank Act.
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Complaints / Disputes Resolution Process
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