JBA Customer Relations Offices

The Japanese Bankers Association (JBA) runs JBA Customer Relations Offices as points of contact for customer consultations and inquiries and to which customers can direct their opinions and complaints about banks. There is no charge for consultations and inquiries.

Visit the JBA's website for more details:
https://www.zenginkyo.or.jp/en/

When a customer files a complaint with a JBA Customer Relations Office but the problems are not resolved after around two months, the customer can make use of the Mediation Committee. Please contact the JBA Customers Relations Offices for more details.

Opening hours09:00-17:00, Monday to Friday (closed on public holidays and other bank holidays)

  • *The JBA is a designated dispute resolution organization under the Banking Act.

Trust Consultation Center

The Trust Companies Association of Japan has established and runs the Trust Consultation Center to deal with customer inquiries about trusts and provide consultation. The Trust Consultation Center acts as a point of contact to which customers can direct requests and complaints about the trust operations of financial institutions. Where problems about trust operations at trust banks cannot be resolved, customers can make use of the Mediation Committee. Please contact the Trust Consultation Center for more details. There is no charge to use the Trust Consultation Center.

Visit the Trust Companies Association of Japan (Trust Consultation Center) website for more details:
http://www.shintaku-kyokai.or.jp/en/association/association02_02_03.html

Or search for the "Trust Consultation Center"

0120-817335Dialing from a landline(free dial)

03-6206-3988Dialing from a mobile phone or PHS

Opening hours09:00-17:15, Monday to Friday (closed on public holidays and other bank holidays)

Trust Consultation Center, Trust Companies Association of Japan
Kishimoto Bldg. 1F, 2-1, Marunouchi 2-chome, Chiyoda-ku, Tokyo 100-0005

  • *The Trust Companies Association of Japan has been appointed as a designated dispute resolution organization in accordance with the Trust Business Act and the Act on Engagement in Trust Business by a Financial Institution.

FINMAC

The Financial Instruments Mediation Assistance Center(FINMAC) is an organization that accepts consultations and complaints regarding problems related to transactions of stocks, investment trusts, or other financial instruments sold by securities companies or banks. There is no charge for consultations or inquiries.

Visit the Financial Instruments Mediation Assistance Center website for more details:
http://www.finmac.or.jp/english/

Where the problems relating to the bank and its investment trust or other financial instruments cannot be resolved, customers can make use of the Mediation System. Please contact the Financial Instruments Mediation Assistance Center for more information.

Opening hours09:00-17:00, Monday to Friday (closed on public holidays, etc.)

  • *The Financial Instruments Mediation Assistance Center is a designated dispute resolution organization in accordance with the Financial Instruments and Exchange Act.