Handling of Complaints etc.

Complaints etc. raised by our customers will be handled in accordance with the following measures and dispute resolution procedures.

  1. Handling of Complaints etc. against the Company

    We have in place internal rules for handling complaints etc. and endeavor to obtain the understanding of our customers by promptly responding in good faith to complaints etc. raised by our customers. For complaints etc., please contact:

    Corporate Planning Department, MAX-REALTY

    • TEL: +81-3-6550-9300
    • Business Hours: 9:00 to 17:30(JST) Monday through Friday
    • (excluding national holidays)
    • FAX: +81-3-6550-9450

    Standard procedures for resolving complaints etc. are as follows:

    • (1)receiving complaints etc. from a customer;
    • (2)interviewing the customer and reviewing possible solutions by our staff; and
    • (3)proposing possible solutions and settling
  2. Handling of Complaints etc. against Financial Instruments Business Conducted by the Company

    In addition to the abovementioned measures, for complaints with respect to the type II financial instruments business, we endeavor to resolve complaints related to our financial instruments business etc. through use of the Financial Instruments Mediation Assistance Center, a specified non-profit corporation (“FINMAC”), to whose services the Company has subscribed, and for complaints with respect to investment advisory and agency business, and investment management business, through use of FINMAC, to which the task of providing services to resolve complaints has been entrusted by Japan Securities Investment Advisers Association, of which the Company is a member. For more information with respect to FINMAC, please contact:

    Financial Instruments Mediation Assistance Center,a specified non-profit corporation (“FINMAC”)

    • TEL: 0120-64-5005 (toll-free within Japan only)
    • Business Hours: 9:00 to 17:00 Monday through Friday (excluding national holidays)

    Standard procedures conducted by FINMAC for resolving complaints etc. are as follows. For more information please contact FINMAC:

    • (1)filing complaints etc. by a customer;
    • (2)forwarding such complaints etc. to the relevant financial instruments business operator; and
    • (3)discussing and resolving complaints between the customer and such business operator.
  3. Dispute Settlement Proceedings for Financial Instruments Business Conducted by the Company

    We endeavor to settle disputes related to our type II financial instruments business through use of FINMAC, to whose services the Company has subscribed, and for disputes with respect to investment advisory and agency business, and investment management business, through use of FINMAC, to which the task of providing services to settle disputes has been entrusted by the Japan Securities Investment Advisers Association, of which the Company is a member.

    Dispute mediation assistance by FINMAC will be provided by a mediator/mediators elected by FINMAC. To use FINMAC for resolution of a dispute with us, please contact the above.

    Standard mediation proceedings conducted by FINMAC for resolving disputes are as follows. For more information please contact FINMAC:

    • (1)filing a petition for mediation by a customer;
    • (2)accepting the petition and appointing a mediator/mediators;
    • (3)payment of an application fee by the customer;
    • (4)interview of the customer and the relevant financial instruments business operator by the mediator/mediators
    • (5)proposing and accepting a possible settlement method.