Other contents

Home » Complaints Handling

Complaints Handling

About Complaints Handling

  1. Asuka Asset Management (the "Company") establishes "Complaint Processing Rule" to achieve customers' understanding by sincerely and promptly responding to customers complaints.
    Please file your complaints by writing to the address below.

    The standard process of settlement is as follows:

    1. Receipt of customers complaint
    2. Hearings to both customer and Company staff, and review of settlement proposal
    3. Presentation of settlement proposal, and settlement
  2. Besides the process described above in 1, customer may also file complaints to the Financial Instrument Mediation Assistance Center ("FINMAC"). FINMAC is contracted by Japan Investment Advisers Association ("JIAA"), with whom the Company is registered as a member, to settle complaints concerning "Investment management Business" and "Investment Advisory and Agency Business". The Company also uses this platform to settle complaints concerning "The Second Financial (Type II) Instruments Business".
    For inquiries and details please contact the following:

    Financial Instrument Mediation Assistance Center (FINMAC)

    Address:
    Daini-Shoken Kaikan Bldg, 2-1-1 Kayaba-cho
    Nihombashi, Chuo-ku, Tokyo 103-0025
    Tel:
    0120-64-5005 (toll-free)
    (Mon - Fri: 9:00AM - 5:00PM, closed on holidays)

    The standard process of settlement through FINMAC is as follows:

    1. Complaint from the customer
    2. Communication to the Company
    3. Negotiation and Settle between customer and the Company

    Please contact FINMAC for further details.

About Conflict Resolution

The company will solve conflicts between customer and the Company through mediation held by above mentioned FINMAC. FINMAC is contracted by JIAA, with whom the Company is registered as a member, to mediate conflicts concerning "Investment management Business" and "Investment Advisory and Agency Business". The mediation procedure will take place at the mediation committee. The Company also uses this platform to mediate conflicts concerning "The Second Financial (Type II) Instruments Business".
Please contact the above for resolving conflict against the Company.

The standard process of mediation through FINMAC is as follows:

  1. Request for mediation from the customer
  2. Acceptance of the mediation and the selection of mediation committee
  3. Payment of the filing fee from the customer
  4. Hearing to both the customer and the Company by the mediation committee
  5. Proposal and acceptance of mediation

Please contact FINMAC for further details.

Back to top