Based on article 63-12 of the law on capital settlement and article 25 of the cabinet office ordinance concerning crypto currency exchange, we have established the "regulations on complaint and dispute solution", and we will sincerely respond to the complaint and dispute solutions received from customers.
Second Tokyo lawyer association arbitration centre
〒100-0013 1-1-3, Kasumigaseki , Chiyoda-ku, Tokyo
Phone No: 03-3581-2249
①When handling complaints, related divisions will cooperate and endeavour solution by clarifying facts and responsibility, respecting the client’s position and swiftly, honestly, fairly and appropriately dealing with the situation.
②We will continuously review our stance towards complaint solution by sincerely listening to comments from clients and making full use of it for business operation.
③Corresponding to the progress of complaint solution, we will conduct appropriate explanations to clients and seek solution by earning understanding and consent from our clients.
④When judged that a certain complaint solution is difficult for us to provide, we will introduce appropriate external institutions depending on the client’s will.
⑤We will only outsource to an external institution after we have sufficiently sought solution and discussed necessity of outsourcing within our company.
（2）Reception division of complaints and person in charge
①In case of receiving a complaint from a client or a dispute occurs between us and a client, employees must report the situation to the affiliated divisional manager and the affiliated manager must report to the compliance officer.
②In case of receiving a complaint from a client, the compliance officer must cooperate with the designated divisional manager and swiftly consider appropriate solutions for the complaint.
③In case of a dispute with a client, the compliance officer must report the details of the dispute to the CEO and Internal Audit Office Director and cooperate with the affiliated divisional manager and the Legal department manager to conduct an appropriate countermeasure to settle the dispute.
（3）Our handling policy towards solution
①Regarding the handling of complaints and disputes, related divisions will cooperate and endeavour solution by clarifying facts and responsibility, respecting the client’s position, sincerely listening to comments from clients and swiftly, honestly, fairly and appropriately dealing with the situation.
②Personal information provided by clients will be properly managed by abiding to laws and regulations, related to the protection of personal information and guidelines related to the protection of personal information within the finance field.
③Improper intervention by antisocial forces in the form of a complaint will be responded to in a resolute manner and cooperation with law enforcement institutions may be conducted if necessary.
④In case of a complaint that can not be solved internally, if acknowledged it is necessary, depending on the client’s will, we will introduce appropriate external institutions and provide standard information of the external institution such as outline of the procedure.
⑤In case of us introducing an external institution, we will make sure that the decision does not close the client’s option.
⑥When the procedure of dealing with complaints is on going at an external institution, we will respond appropriately by providing standard client support, such as provision of general documents and explanations.
⑦When we claim dispute procedure to an external institution, we will respond sufficiently to complaints from clients and discuss the necessity of the claim internally.
（4）The sufficiency of our Internal control system
①The compliance office will conduct training and other methods in order to make sure that employees deal with complaints within the laws and company regulations.
②When there are numerous complaints or there is a complaint that is considered vital, the compliance office will inspect the situation, regarding the level at which the affiliated employees respect the laws and company regulations. In addition, if considered necessary, they will guide and suggest optimizing the client response / paperwork processing system and utilizing the complaint relapse prevention policy / preactive prevention policy.
③The compliance office can, for the purposes above, request cooperation from the legal division and the internal audit office.
（5）Recording and notification of complaints and disputes.
①Recordings related to complaints will be stored and managed by the compliance office.
②When notification to the Financial Services Agency is needed concerning complaints and disputes, the compliance officer conducts this.
③The compliance office will appropriately and accurately record / store the details of complaints and utilize this for the formulation of relapse prevention policies / preactive prevention policies.
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