Process For Resolving Complaints
SILQ Capital (“Company”) aims to respond to any complaints from customers promptly and in a forthright manner. The Company follows its internal policy established for complaint handling. Complaints may be registered with the Company through either of the following methods of contact:
Phone: +81-3-6885-6390
Email: notices@silq-capital.com
In addition, customers may lodge complaints through the independent non-profit corporation, Financial Instruments Mediation Assistance Center (FINMAC). FINMAC is contracted by Japan Investment Advisors Association (JIAA) with which SILQ Capital is a registered member, and is a mediator for conflicts concerning the investment management business. The contact information for FINMAC is as follows:
Address: Daini-Shoken Kaikan, 2-1-1, Kayabacho, Nihonbashi, Chuo-ku, Tokyo 103-0025
Phone: 0120-64-5005 (toll free)
Business Hours: 0900 - 1700 (Closed on Japanese national holidays)
Process For Resolving Conflicts
The Company resolves conflicts with customers utilizing mediation by FINMAC. Please refer to contact details provided above. The standard process of mediation through FINMAC is as follows:
A request for mediation is made by the customer.
Acceptance of the mediation and the selection of a mediation committee by FINMAC
Payment of the filing fee by the customer
Hearing to both the customer and the Company by the mediation committee
Proposal and acceptance of mediation
For further details please refer to FINMAC’s website: http://finmac.or.jp