CRE created a Complaints and Disputes Response Manual to facilitate responses to complaints from clients about services under the Type II Financial Instruments Business. When a complaint is submitted, we take it seriously and work quickly to respond and resolve the issue. To submit a complaint about a transaction with us, please contact the appropriate complaints desk, depending on the nature of the matter, at the number below.
- Handling of sales and private placements of real estate trust beneficiary rights, and intermediation of such sales
Logistics Investment Department at CRE, Inc.
TEL: +81-3-5572-6605
Hours of operation (JST): Monday to Friday, 9:30 – 12:00, 14:00 – 18:00 (excluding weekends, statutory holidays and year-end/New Year break)
- Handling of private placements of anonymous partnership investment interests
Master Lease Management Sales Unit at CRE, Inc.
TEL: +81-3-5572-6603
Hours of operation (JST): Monday to Friday, 9:30 – 12:00, 14:00 – 18:00 (excluding weekends, statutory holidays and year-end/New Year break)
Step.1：Logistics Investment Department and the Master Lease Management Sales Unit (hereafter, the “Sales Department”) receive complaint
Step.2：Sales Department passes complaint to Legal Section, Legal Department, Corporate HQ
Step.3：Sales Department presents response to complaint and resolution measure
Step.4：Legal Section, Legal Department, Corporate HQ verifies resolution measure
Step.5：Sales Department implements resolution measure
In the event a dispute arises between CRE and a client over services provided under Type II Financial Instruments Business, the Company will strive to resolve the dispute fairly and promptly through the Financial Instruments Mediation Assistance Center (FINMAC) to which administration services for Type II Financial Instruments Firms Association—of which CRE is a member—are outsourced. Contact information is provided below.
Financial Instruments Mediation Assistance Center (FINMAC)
1-1, Nihonbashi Kayabacho 2-chome, Chuo-ku, Tokyo 103-0025
TEL: 0120-64-5005 (toll-free in Japan)
Hours of operation (JST): Monday to Friday, 9:00 – 17:00 (excluding statutory holidays and December 31 – January 3)