Complaint processing and dispute resolution measures under the financial ADR system
ADR
solution
Complaints handling
(1) Customer complaints, inquiries, and inquiries (hereinafter referred to as "complaints") will be handled by our customer support representative and Japan Cash Settlement Business Association in principle.
(2) If a customer makes a complaint, etc., we will accept it in good faith, investigate the circumstances and facts related to the complaint, etc., and endeavor to promptly resolve the complaint etc. ..
(3) When accepting and responding to complaints, etc., we will respond promptly and appropriately, and listen to the details and circumstances of the request from the customer, etc., to obtain the customer's understanding and consent as much as possible. We aim to solve it.
(4) The complaints received will be reported to the management, and will be used for improvement of the complaint handling system and recurrence / prevention measures for complaints.
(5) We will introduce the appropriate external organization (bar association arbitration center / dispute resolution center used by the Company as a dispute resolution measure) to the customer according to the content of the complaint and the customer's request.
(6) Even while the procedure for dealing with complaints etc. is pending at an external organization, we will provide customers with general materials and provide explanations as necessary.
JPY Customer Support Co., Ltd .: 5-12-11 Shimbashi, Minato-ku, Tokyo 105-0004, Japan
Phone: 81- (0) 3-6777-3399
Japan Fund Settlement Business Association: 3-8-11 Kudan Minami, Chiyoda-ku, Tokyo 102-0074, Japan
Phone: 03-3219-0628
Our dispute resolution measures
As a general rule, we will respond to customer complaints, etc., but if we can not resolve it convincingly and wish to resolve it using an external dispute resolution agency, we will use the bar association as a dispute resolution measure. You can use the arbitration center and dispute resolution center of (Tokyo Bar Association, Daiichi Tokyo Bar Association, Daini Tokyo Bar Association).
Tokyo Bar Association Dispute Resolution Center (contact information)
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
Daini 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 result in a lawsuit.