The Company has established a “Complaint / Dispute Response Manual”, with a basis policy to obtain the understanding of our customers by responding sincerely and promptly to complaints from our customers.
Should there be any complaints then please contact us through the below contact information.

1. The Company`s process to resolve complaints

• Contact
  Name：KIA Trust Co., Ltd
  Management Business Headquarters – Investment Business Headquarters
  Address：Kasumigaseki Bldg. 35F, 3-2-5, Kasumigaseki Chiyoda-Ku, Tokyo
  Telephone：03-5157-1103
  Hours of Operation： Monday – Friday: 9am – 5pm (except weekends, national and company holidays)
• Process to resolve
  1. Receive and hear out customer`s complaint
  2. Investigate employee in charge and consider/develop a solution
  3. Discuss solution proposal to resolve the situation

2. Resolving complaints from external organizations and the process

The Company, as a registered financial instruments business (including type 2 financial instruments business, investment advisory business, investment management business and related businesses, hereinafter the same) receive and resolve complaints through the above 1. contact, and may additionally use a specified non-profit corporation securities / financial products consultation center as well.
Regarding the Type 2 Financial Instruments Business, the Company is registered with the certified investor protection organization center to use their service in order to resolve complaints. In addition, regarding the investment advisory business and investment management business, the center is entrusted with the Japan Investment Advisers Association, which the Company is a member of, whom accepts and resolves complaints from customers.

• Contact
  Name：Financial Instruments Mediation Assistance Center（aka: FINMAC）
  Telephone：0120－64－5005（free dial）
  Hours of Operation： 9am – 5pm (except national holidays)
• Process to resolve
  The standard process to resolve complaints are as follows. For further details please directly contact the center.
  1. Customer claims their complaint
  2. Relay the complaint to the Company
  3. Discussion to resolve the situation between customer and the Company

3. Process and handling of a dispute resolution and mediation by an external organization

The Company resolves disputes mediated from the above 2. specified non-profit corporation securities / financial products consultation center.
Regarding the Type 2 Financial Instruments Business, the Company is registered with the certified investor protection organization center to use their service in order to resolve disputes. In addition, regarding the investment advisory business and investment management business, the center is entrusted with the Japan Investment Advisers Association, which the Company is a member of, whom carries out mediations, as is the procedure is carried out by the mediation committee. If you would like to use the center to resolve a dispute with us, please contact the above.
The standard mediation process of the center is as follows. For further details please directly contact the center.

1. Submission of customers mediation claim
2. Receival of claim and selecting mediation committee
3. Customer`s mediation claim payment
4. Investigation of customer and the Company that is carried out by the committee
5. Mediation plan and acceptance