Client Solicitation Policy
CRE complies with the Act on Sales of Financial Instruments, the Financial Instruments and Exchange Act and other associated laws and regulations and conducts appropriate solicitation to attract clients to financial products, based on the following policies.
1.We will adequately identify clients’ knowledge and experience with the financial products, the status of assets, and the purpose behind the contracts for the financial products that they have chosen, and we will offer suitable suggestions and advice matched to client preferences and circumstances.
2.We will ensure clients have a correct understanding of key facts related to the Act on Sales of Financial Instruments and also endeavor to provide sufficient information on the content and risks inherent in the products that we provide.
3.We will strive to provide correct information to clients that will not cause misunderstanding.
4.We will strive to respond to client inquiries in a timely and appropriate manner, and we will improve in-house structures to facilitate fast responses.
5.We will pay due care to time, place and method in extending suggestions and advice so as not to inconvenience our clients.
6.We will enrich in-house education and training programs to enhance our ability to provide clients will the right kind of suggestions and advice.
Disclosure Items Based on Article 37 of the Financial Instruments and Exchange Act (including disclosure items in advertising)
In transactions with CRE, clients may be required to pay a predetermined commission fee, compensation and miscellaneous expenses (hereafter, “commission and other fees”). The amount and method used to calculate commission and other fees will be determined between CRE and the client on each transaction, based on the specific product and type of contract.
The financial products (real estate trust beneficiary rights) that CRE handles could fluctuate in value, paralleling changes in the price of real estate—the underlying assets—and shifting interest rates, and there is a chance for the investment principal to be lost. Consequently, clients take a risk, knowing that the value of the financial products into which they have invested might fall below the investment principal.
For actual transactions, clients are asked to read through pre-contract documents and sign an agreement based on their own assessment of risks and responsibilities.
Type II Financial Instruments Business: Director-General of the Kanto Local Finance Bureau (Kinsho) No. 2614
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 complaints desk at the number below.
Logistics Investment Unit at CRE
Phone (in Japan): 03-5572-6605
Hours of operation: Monday – Friday, 9:30am – noon and 2pm – 6pm (closed weekends, statutory holidays and year-end/New Year break)
Complaint Processing Structure
Step.1：Logistics Investment Unit receives complaint
Step.2：Logistics Investment Unit passes complaint to Corporate Planning Division and General Affairs & Human Resources Division.
Step.3：Logistics Investment Unit presents response to complaint and resolution measure
Step.4：Corporate Planning Division and General Affairs & Human Resources Division
Dispute Resolution Measures
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: Monday to Friday, 9:00am – 5:00pm (excluding statutory holidays and December 31 – January 3 year-end/New Year holiday)