Aozora is committed to delivering the highest levels of convenience and service. To focus on a continuous and appropriate approach to customer protection, the Customer Protection Committee has been established, and we employ the measures outlined below to ensure that our clients can have peace of mind in their transactions with us.
Providing Financial Products that Best Suit Our Customers
We actively promote full disclosure in the provision of financial products and services, and our Financial Products and Solicitation Policy ensures compliance with legal requirements and appropriate disclosure in order to fulfill our obligation to offer customized services.
Customer Inquiries
Specialists in our retail and corporate banking divisions and customer service offices are always available to handle customer inquiries and requests. The Bank, including the Legal and Compliance Division, which acts as a supervising division, fully analyzes feedback from customers, reports the results to the Customer Protection Committee, the Management Committee and the Audit and Compliance Committee, etc., to improve our products and services and to enhance customer information protection.
In addition, to respond to customers’ complaints and solve disputes with customers rapidly, the Bank cooperates with ADR institutions, such as the Japan Banking Association, Financial Instruments Mediation Assistance Center (FINMAC), and provides information to customers on the ADR system.
| Designated ADR institution the Bank has contracted: | |
| Institution: | Japan Banking Association |
|---|---|
| Address: | Marunouchi 1-3-1, Chiyoda-ku, Tokyo |
| Contact: | JBA Complaints Desk (TEL: 0570-017109 or 03-5252-3772) |
Protection of Customer Information and Accounts
With the trust of our customers as our priority, the Bank fully complies with legal regulations and policies for the protection of personal information, continuously working to improve the safety, accuracy and confidentiality of our information management.
Aozora Bank is committed to the prevention of the misuse of customer accounts through rigid customer identification measures, and through customer notifications warning of such things as electronic transfer fraud.
The Bank mitigates the spread of such losses by limiting the amount of withdrawals per day upon the customer’s request. In the event that a customer suffers a loss, the Bank will provide compensation based upon an investigation in accordance with the Depositor Protection Act and Rules for the Aozora ATM Card.
The Bank was flexible in its handling of withdrawals and the opening of new accounts by customers affected by the Great Eastern Japan Earthquake in March 2011 to ensure that they had immediate access to their funds. In addition, the Bank provided temporary services at its Sendai Branch on weekends, waived transfer fees on donations and increased the cash transfer limit which usually requires customers to submit documents for ID confirmation.
Securing the Accuracy of Outsourced Tasks
To ensure that customer transactions are processed swiftly and accurately, some procedures may be entrusted to an external company. Such companies are carefully screened, and through supervision of their business execution as well as correspondence with customers, the Bank is committed to the protection of information.
Conflict of Interest Management
Transactions, services and contracts that may cause unreasonable damage to the interests of our customers or prospective customers through conflict of interest are managed appropriately.
Strict compliance with regulations and the enhancement of our employees’ awareness of compliance issues, in conjunction with the aforementioned activities, forms the basis of our customer protection commitment.
Aozora Bank, Ltd.,
Kudan Minami 1-3-1, Chiyoda-ku, Tokyo
102-8660
Tel: 03-5212-9241
Customer Protection Management System
