- Our complaint handling measures
(1) Reception desk for complaints, etc.
The Company has established “Complaint Handling Regulations”, and sincerely and swiftly responds to complaints from customers, etc., and strives for the understanding of customers. The following are the contact points and methods for receiving complaints from our company.
Darwin Capital Partners Co., Ltd. Compliance
Telephone: +81-3-4582-3731 (representative) (9:00 am to 5:00 pm (excluding Saturdays, Sundays, and holidays))
By mail: 204 Espatio Jingumae, 2-30-9, Jingumae, Shibuya-ku, Tokyo 150-0001 Darwin Capital Partners Co., Ltd.
(2) Standard processing procedure for resolving complaints
At our company, the standard processing procedure for resolving complaints etc. after receiving complaints from customers is as follows.
Reception of complaints from customers
Internal investigations and discussions regarding the facts related to complaints, etc., background, contents of complaints, etc.
Explaining, contacting, or presenting a solution to the customer according to the progress of the processing procedure
Resolve complaints (For details on how to deal with complaints that cannot be resolved and lead to a dispute, see 2 “About our dispute resolution measures” below.)
Implementation of recurrence prevention measures and other subsequent measures (hereinafter referred to as “measures”)
Appropriately report complaints, responses, countermeasures, etc. to the general meeting of shareholders
- About our dispute resolution measures
The Company intends to resolve disputes through mediation or arbitration proceedings conducted by the dispute resolution center/arbitration center of the Tokyo San Bar Association (Tokyo Bar Association, Daiichi Tokyo Bar Association, Daini Tokyo Bar Association). If you would like to use this center for resolving disputes with our company, please contact us using the contact details below. Please note that you will be required to pay the application fee and other costs when using this service.
Location: 6th floor, Bar Hall, 1-1-3 Kasumigaseki, Chiyoda-ku, Tokyo 100-0013
Reception hours: 9:30 am to 12:00 am, 1:00 pm to 3:00 pm (Monday to Friday, excluding holidays and New Year holidays)
Location: 11th floor, Bar Association Building, 1-1-3 Kasumigaseki, Chiyoda-ku, Tokyo, 100-0013
Reception hours: 10am-12pm, 1pm-4pm (excluding Saturdays, Sundays, and holidays)
Location: 9th floor, Bar Association Building, 1-1-3 Kasumigaseki, Chiyoda-ku, Tokyo 100-0013
Reception hours: 9:30 am to 12:00 am, 1 pm to 5 pm (Monday to Friday, excluding holidays)
Each of the centers of these bar associations is a dispute resolution institution in which lawyers, former judges, etc. act as arbitrators and mediators to resolve disputes between financial instruments business operators and their customers. There are two types of procedures: “Mediation”, which aims to be resolved through mutual discussion, and “Arbitration,” which entrusts the arbitrator’s judgment under mutual agreement. It is said that in both cases, unlike the trial, the procedure is closed and the solution is quicker, more flexible, and more convincing than the trial. In the case of “Mediation”, if both parties have a discussion, it will be a “reconciliation”, but if the two parties do not have a discussion, it will be “a settlement failure” and the procedure will end. In the case of arbitration, the judgment made by the arbitrator is binding and, in principle, no appeal can be filed.