Guidance on Handling Complaints Related to Financial Instruments Transactions
Sun Frontier Real Estate Co., Ltd. (hereinafter referred to as “the Company”) accepts consultations, questions, complaints, and disputes (hereinafter referred to as “complaints, etc.”) from clients through the General Affairs Department. The contact point for complaints, etc. to the Company, the Company’s complaint handling system, and the details of dispute resolution measures are as follows.
Contact Point for Complaints, etc. to the Company
Responsible Department |
General Affairs Department |
|---|---|
Phone Number |
+81-3-5521-1301 (Monday to Friday / 9:00 AM to 5:00 PM, excluding weekends and public holidays) |
Facsimile |
+81-3-5521-1421 |
Address |
14th Floor, Toho Hibiya Building, 1-2-2 Yurakucho, Chiyoda-ku, Tokyo |
Operational Structure for Handling Complaints and Other Issues at Our Company
The department responsible for handling complaints and other issues will, in principle, be the department in charge of each respective operation. The headquarters of each main department will oversee the handling of complaints and other issues.
When handling complaints and other issues, we will thoroughly listen to the client’s circumstances according to the content of the complaint, and strive to resolve the issue quickly, sincerely, and fairly, while obtaining the client’s understanding and satisfaction as much as possible.
The content of complaints and other issues will be reported without delay to the head of the responsible department. Additionally, important matters will be promptly reported to the department head and the general manager.
The head of the responsible department will appoint a person in charge of handling complaints and other issues.
The person in charge of handling complaints will promptly contact the client and, if necessary, visit the client or the site of the complaint to assess the situation.
The person in charge of handling complaints will provide appropriate explanations regarding the progress of the complaint resolution process, taking client characteristics into account.
If necessary, appropriate external organizations will be recommended to the client, along with information about their standard procedures and an overview.
Complaints and their details from clients will be recorded and stored, and if necessary, measures to prevent recurrence will be formulated.
Contents of Dispute Resolution Measures
We aim to resolve disputes between our clients and us through mediation or arbitration procedures conducted by the Tokyo Bar Association's Arbitration Center or Dispute Resolution Center. If you wish to use this center for dispute resolution with us, please contact one of the following points of contact. We have established an agreement with the Tokyo Bar Association regarding dispute resolution through this center.
Tokyo Bar Association Dispute Resolution Center |
1-1-3 Kasumigaseki, Chiyoda-ku, Tokyo Bar Association |
|---|---|
Daiichi Tokyo Bar Association Arbitration Center |
1-1-3 Kasumigaseki, Chiyoda-ku, Daiichi Tokyo Bar Association |
Daini Tokyo Bar Association Arbitration Center |
1-1-3 Kasumigaseki, Chiyoda-ku, Daini Tokyo Bar Association |
The standard process for mediation and arbitration conducted by the center is as follows. For more details, please contact the center directly.
Application submitted at the reception of each center
Acceptance of the application
Appointment of arbitrators, etc.
Notification to the parties in dispute
Attendance on the scheduled date
Settlement reached, arbitration judgment (if there is an arbitration agreement), or no settlement reached.
