Complaint Handling Policy

• Make a sincere response to the customer’s complaint, and execute resolutions in a fair, quick and transparent manner in accordance with the actual facts of complaint.
• Take action with all the understanding possible from customers.
• Find out the cause of complaint, if necessary, review the company structure and rule, and then prevent the occurrence of future complaints.

Inquiries and Complaints from Requestor

Inquiries (including the inquiry about the status of the remittance) and complaints from the Requestor shall be accepted at the following address and phone/fax numbers.

Shin-Okubo Communication Building 1F, 2-11-23, Hyakunin-cho, Shinjuku-ku, Tokyo 169-0073, Japan

CITY EXPRESS MONEY TRANSFER JAPAN CO. LTD.

Tel: (03) 5925-4121

Fax: (03) 5925-4122

<Business Hours>

7days a week: 10:00 a.m. to 7:00 p.m.

However, Japanese non-business days during the year-end and new-year period are excluded.

Procedure for the complaint resolutions:

1. Receive complaints from the customers by staff of Customer Service Dept. Report and consult with person in charge of Customer Service Dept.
2. Interview staff about the accident, and examine a solution by person in charge of Customer Service Dept.
3. Present a solution to the customers by Staff of Customer Service Dept.
4. If cannot be resolved, report to Management Team by person in charge of Customer Service Dept. to discuss countermeasure (If necessary, consult Kessaigyo Kyokai).
5. Present a resolution to the customers by Manager of Customer Service Dept. (If necessary, introduce Kessaigyo Kyokai to the customers).

<Complaint Handling Measures>

• Japan Payment Service Association (Kessaigyo Kyokai) “Customer Service Office”
• Phone: 03-3556-6261

<Dispute Resolution Measures>

You can contact Institutions for Alternative Dispute Resolution directly at

• Tokyo Bar Association Dispute Resolution Center Phone: 03-3581-0031
• Daiich Tokyo Bar Association Arbitration Center Phone: 03-3595-8588
• Daini Tokyo Bar Association Arbitration Center Phone: 03-3581-2249