Customer support for opinions and complaints to us

(1) We, Sumitomo Mitsui Trust Research Institute Co. Ltd, make best efforts to deal with customers' opinions and complaints to us in a sincere and expedite way according to the Customer Protection Code we instituted to maintain customers' trust. Please contact the following desk if you would like to give us your opinions or complaints:

Sumitomo Mitsui Trust Research Institute Co., Ltd.
Customer Desk, Business Management Department,
Tel: 03-5427-3363
Address: Sumitomo Mitsui Trust Bank Shiba Building 11F, 3-33-1, Shiba, Minato-ku, Tokyo 105-8574

Procedure of our customer support is as follows:

  1. Receipt of opinions and complaints from customers
  2. Examination, assessment, and finding solution for the complaints
  3. Feedback to the customers with speedy and appropriate solutions

(2) Besides the procedure mentioned above, we cooperate with FINMAC to settle complaints made by customers through it. This non-profit organization represents the Japan Investment Advisers Association, of which we are a member company, and it engages in mediation between customers and member companies. If you would like to settle a problem through this organization, please contact the following:

FINMAC (Financial Instruments Mediation Assistance Center)
Tel: 0120-64-5005 (toll free) (9:00 - 17:00 on Mon. - Fri. excluding holiday)
Address: 2-1-13, Nihonbashi Kayabacho, Chuo-ku, Tokyo 103-0025

The standard flow of customer support by FINMAC is as follows:

  1. Receipt of complaint from a customer about the member company
  2. Notice of the complaint to the member company
  3. Mediation between the customer and the member company

For more details, please inquire with FINMAC.

Settlement of dispute

When a dispute with customer arises, we seek to settle it by the mediation of FINMAC that represents the Japan Investment Advisers Association, of which we are a member company. FINMAC engages in mediation between customers and member companies concerning customers' complaints related to security investments. If you would like to settle a dispute by the mediation of FINMAC, please contact the address described in (2) above.

The standard flow of mediation by FINMAC is as follows;

  1. Submission of an application for mediation to FINMAC by the customer
  2. Selection of a mediator by FINMAC based on the application for mediation
  3. Notice and receipt of the application fee payable by the customer
  4. Inquiries to the customer and the member company by the mediator
  5. Proposal of a mediation plan by the mediator

For more details, please make inquiry with FINMAC.