Resolution Framework
We establish transparent complaints procedures and collaborate with designated dispute resolution agencies to handle all feedback swiftly, fairly, and professionally.
Internal Desk
Tokyo Trust Capital Co., Ltd.
Compliance Dept.
Address
〒105-0001
5F Toranomon Seiwa Bldg, 1-2-3 Toranomon, Minato-ku, Tokyo
Phone Number
03－6550－9840
Business Hours
10:00 ~ 17:00
(Excluding Saturdays, Sundays, and public holidays)
1. Complaints Handling Desk
The Company has established “Complaint Handling Regulations” for handling complaints, etc. related to the financial instruments business, and is committed to responding appropriately and promptly to complaints and requests for consultation from customers, etc., and to gaining their understanding.
Contact for complaints, etc.:
- Department: Compliance Department, Tokyo Trust Capital Co., Ltd.
- Address: Toranomon Seiwa Building 5F, 1-2-3 Toranomon, Minato-ku, Tokyo 105-0001
- Telephone number: 03-6550-9840
- Hours: 10:00 – 17:00 (excluding Saturdays, Sundays, holidays, etc.)
2. Use of External Organizations for Complaint and Dispute Resolution
The following organizations, of which the Company is a member, are available to handle complaints and resolve disputes.
(1) Type II Financial Instruments Business
The Company has established the Mediation Assistance Center for Securities and Financial Instruments (hereinafter referred to as “Mediation Assistance Center”), a non-profit organization, to handle complaints and disputes. (*) The Company will resolve complaints and disputes through the use of the Securities and Financial Instruments Mediation Assistance Center (hereinafter referred to as “Mediation Assistance Center”).
(*) The Type II Financial Instruments Dealers Association, of which the Company is a member, commissions the Mediation Assistance Center to assist in the resolution of complaints and disputes.
(2) Investment Management Business and Investment Advisory and Agency Business
Complaints and disputes concerning the investment management business and investment advisory and agency business conducted by the Company shall be resolved through the Investment Management Association of Japan, of which the Company is a member.
The Investment Management Association of Japan has entrusted its Mediation Center with the handling of complaints and mediation services concerning its members.
The Japan Investment Advisers Association entrusts the handling of complaints and mediation services to the Mediation and Consultation Center.
(1) and (2) above will be as follows:
Designated ADR Agency (FINMAC) Contact:
- Name: Financial Instruments Mediation Assistance Center (FINMAC)
- Address: 2-1-13 Kayabacho, Nihonbashi, Chuo-ku, Tokyo 103-0025
- Phone: 0120-64-5005 (toll-free: nationwide)
- Hours: Monday-Friday (except national holidays) 9:00-17:00
