Complaint Handling and Dispute Settlement Measures

  • About our Complaint Handling Measures
    We, Akebono Asset Management Ltd., set out our “Rules for Complaint Handling and Dispute Settlement Measures” to endeavor to respond to complaints from our clients sincerely and promptly to seek understanding by such clients.

     

    1. Contact detail for complaints
      Akebono Asset Management Ltd.
      5th Fl., Higashi-Gotanda Square, 2-10-2 Higashi-Gotanda, Shinagawa-ku, Tokyo 141-0022
      Tel: +81-3-5447-8423
      Business Hours 9:00~17:00 (Except banking holidays in Japan)
    2. Standard Process for Resolving Complaints
      1. Recepit of complaints from clients
      2. Questioning staff in charge, and considering solutions, and
      3. Proposing solutions to resolve

       

    3. Others
      In addtion to resolving complaints as above, we may seek to resolve complaints through the following organization. You may lodge to this organization if you consider this.Specified Non-profit Corporation, Financial Instruments Mediation Assistance Center (FINMAC)
      Tokyo Head Office: Daini Shoken Kaikan, 2-1-1, Kayaba-cho, Nihonbashi, Chuo-ku, Tokyo 103‐0025
      Tel: 0120-64-5005 (toll-free dial)
      Business Hours: 9:00~17:00 (Except bank holidays in Japan)

      This center takes the following standard process for resolving complaints; please inquire to this center for further details.

      1. Recepit of complaints from clients
      2. Intermediating with the member company, and
      3. Explanation between the client and the member company to resolve.

       

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  • About our dispute settlement measures

    We are to resolve dispute through mediation by FINMAC. You may lodge to FINMAC if you would like to seek for settling dispute with us. This center takes the following standard process for settling dispute; please inquire to this center for further details.

    1. Tender of request for mediation from clients
    2. Acceptance of request and appointment of mediator
    3. Payment of mediation motion fee from clients
    4. Interviewing both clients and member company by mediator
    5. Settlement proposal and agreement

    ※FINMAC is delegated operations regarding compliant handling and mediation from Japan Investment Advisors Association and Type II Financial Instruments Firms Association, which we participate for industry associations.