ITOPIA Asset Management Co.,Ltd.
イトーピア・アセットマネジメント株式会社

 

Measures for Settling Complaints / Measures for Resolving Disputes

Complaint settlement procedures

ITOPIA Asset Management Co.,Ltd. strives to gain the understanding of customers by responding sincerely and promptly to complaints by establishing Complaint Handling Regulations. The standard process for the settlement of complaints is as follows.

  1. We receive a complaint from a customer.
  2. A person in charge at ITOPIA Asset Management Co.,Ltd. consults with the customer and considers a settlement proposal.
  3. We present the settlement proposal and settle the issue.

We accept inquiries and complaints from customers via the contact point described below.

Name Compliance Officer's desk, ITOPIA Asset Management Co.,Ltd.
Address Itochu Bldg. 4F 2-5-1 Kita Aoyama Minato-ku Tokyo 107-0061 Japan
Telephone 03-3497-4150 (main number)

* Hours: 9:00 a.m. to 5:00 p.m.; Closed on Saturdays, Sundays, national holidays and year-end and new year holidays.

Use of external organization

(1) Measures for settling complaints through the use of external organization

In addition to the complaints settlement measures described above, complaints may be lodged with the organization described below, a fiduciary entrusted by Japan Investment Advisers Association or Type II Financial Instruments Firms Association, both of which ITOPIA Asset Management Co.,Ltd. is a member of. If lodging your complaint with this organization, please use the following contact details.

Name Financial Instruments Mediation Assistance Center (FINMAC), a specified non-profit corporation
Address Daini Shoken Kaikan, 2-1-1, Kayaba-cho, Nihonbashi, Chuo-ku, Tokyo, Japan 103-0025
Telephone 0120-64-5005 (toll free)

* Hours: 9:00 a.m. to 5:00 p.m.; Closed on Saturdays, Sundays, national holidays and year-end and new year holidays.

The standard process for the settlement of complaints by the Center is as follows. For more details, please contact the Center.

  1. A customer lodges a complaint.
  2. The Center acts as an intermediary between the customer and the institutional member concerning the complaint.
  3. The institutional member discusses the matter with the customer and settles it.

(2) Measures for resolving disputes through the use of external organizations

We resolve disputes through mediation by the Financial Instruments Mediation Assistance Center described above, a specified non-profit corporation. If resolving disputes with us through the Center, please use the above contact details.

The standard process for the resolution of disputes is as follows. For more details, please contact the Center.

  1. The customer submits the application for mediation.
  2. The application for mediation is accepted and a mediator is selected.
  3. The customer pays the mediation fee.
  4. The mediator conducts interviews with the customer and the institutional member.
  5. The mediation proposal is presented and accepted.