Complaints and Inquiries
Kenedix, Inc. (hereinafter, “Company”) will try consistently to acquire customer's satisfaction by responding promptly and adequately to customer's complaint. Company institute system for accepting and processing complaints as mentioned below to solve customer's complaint.
1. Customer Service Desk for Your Comments and Complaints about Our Service
Please contact the following contact for any complaints or inquiries regarding our business.
| Contact for inquiries | Legal & Compliance Department, Kenedix, Inc. |
|---|---|
| Address | Hibiya Parkfront, 2-1-6 Uchisaiwaicho, Chiyoda-ku, Tokyo 100-0011 Japan |
| Phone | +81-3-5157-6100 (10:00 to 17:00 Japan Standard Time (closed on weekends, national holidays and Dec. 29 to Jan. 4)) |
2. Complaints about Financial Instruments Business
Besides the Customer service desk mentioned above at 1, Company will solve your complaints about financial instruments business (the second financial instruments business and other businesses that relevant to these financial instruments business) by the association below.
Financial Instruments Mediation Assistance Center (FINMAC)
| Address | Daini Shoken Kaikan, 2-1-1, Nihombashi Kayabacho, Cuo-ku, Tokyo 103-0025 Japan |
|---|---|
| Phone | 0120-64-5005 (toll-free, domestic only) (9:00 to 17:00 Japan Standard Time (closed on weekends, national holidays and Dec. 31 to Jan. 3)) |
Standard process to solve your complaint at FINMAC is as follows.
- Complaint from the customer
- Communication to Company, Order for investigation
- Explanation or advice to the customer
- Proceeding the salvation by negotiated settlement between the customer and Company
3. Conflict Resolution about the Financial Instruments and Exchange Business
Company will solve conflicts between customer and the Company about financial instruments business by the mediation conducted by FINMAC.
Standard process of mediation at FINMAC is as follows.
- Request for mediation from the customer
- Acceptance of the mediation and the selection of mediation committee
- Notice to Company about the acceptance of mediation
- Hearing to the customer and the Company by the mediation committee.
- Proposal of mediation
Fee is necessary to make a request to FINMAC as per the amount of the conflict. Please contact FINMAC to have for more information.
4. Complaints Salvation and Conflict Resolution about the Money Lending Business
Besides the Customer service desk mentioned above at 1, Company will solve your complaints about the money lending business by the association below.
Japan Financial Services Association (JFSA) Consulting and ConflictResolution Center
| Address | 2nd Floor, Futaba Takanawa Building, 3-19-15 Takanawa, Minato-ku, Tokyo 108-0074 Japan |
|---|---|
| Phone | +81-3-5739-3861 (9:00 to 17:00 Japan Standard Time (closed on weekends, national holidays and Dec. 29 to Jan. 4)) |
Standard process to solve your complaint at JFSA is as follows.
- Complaint from the customer
- Communication to Company and order for investigation
- Explanation or advice to the customer
- Proceeding the salvation by negotiated settlement between the customer and Company
Also, Company will solve conflicts between customer and the Company about money lending business by the mediation conducted by JFSA.
Standard process of mediation at JFSA is as follows.
- Request for mediation from the customer
- Acceptance of the mediation and the selection of mediation committee
- Notice to Company about the acceptance of mediation
- Hearing to the customer and the Company by the mediation committee.
- Proposal of mediation
Fee is necessary to make a request to JFSA as per the amount of the conflict. Please contact JFSA to have for more information.