1. The Pursuit of the Best Interests of the Customers
Action Guideline: Pursuing Customer Satisfaction
Sony Bank will do the best to satisfy the customers by creating products and services that are valuable to the customers through highly accurate operations.
- Action Plan:
-
- 1-1.Sony Bank will make ceaseless efforts to improve the skills of every employee as a finance professional and focusing efforts on developing human resources so that these skills can be systematically consolidated.
- 1-2.As a bank that keeps the customers' valuable assets, Sony Bank will conduct daily operations firmly with meticulous about details and careful consideration for the individual customers.
- 1-3.Through these efforts, Sony Bank aims to be the bank that is chosen by the customers as a reliable bank and to establish a more stable management base and pursue customer satisfaction.
Action Guideline: Prohibition of Abuse of Superior Position
Sony Bank will always conduct fair competition without taking advantage of our superior position as a bank to the customers.
- Action Plan:
-
- 1-4.Sony Bank will always provide products and services considering fair competition enabling customers to make transactions based on their own judgment.
- 1-5.Sony Bank aims to be chosen by the customer as a reliable bank that conducts fair competition with no improper sales nor unfair trading.
Action Guideline: Appropriate Complaint Response
Sony Bank will promptly confirm the facts and respond to the customer complaints in a prompt and professional manner.
- Action Plan:
-
- 1-6.Sony Bank will seek to improve the quality of our products and services by responding promptly and professionally to the customer complaints with analyzation and consideration.
- 1-7.Complaints and requests from the customers are reviewed for proper resolution, occurrences and response status are promptly reported to management.
- 1-8.Through these efforts, Sony Bank will take complaints and requests seriously, maintain fairness as a bank, and respond appropriately. By improving our products and services and winning the trust of the customers, Sony Bank aims to be chosen based on its merits as a reliable bank.
2. Providing Easy-to-understand Information for the Customers
Action Guideline: Obligatory accountability and prohibition of misrepresentation
Sony Bank will provide the customers with adequate and appropriate explanations of the content and risks of products and services and will not use inappropriate misrepresentation or exaggerated advertising that could lead the customers misunderstanding so that all the customers enable to conduct transactions based on their own judgments and responsibilities.
- Action Plan:
-
- 2-1.The level of financial knowledge and investment experience of the customers using Internet services are vary, Sony Bank will do the best not only to be accurate at all times but also to provide easy-to-understand information when describing products and services. In addition, Sony Bank strives to explain with consideration of the balance between simplicity and politeness, depending on the complexity and risk level of products and services.
- 2-2.In explaining the products and services we offer, Sony Bank is committed to structuring content, including the order in which information is presented, so that customers can better understand the important information they need to select products that best meet their individual needs, such as life event-driven investment objectives, investment style and risk tolerance.
- 2-3.Sony Bank is committed to clearly communicating important information about the products and services we offer, such as basic profits and return, losses and other risks, transaction conditions, assumed target customers, and fees/commissions, as well as making it easy to compare products and services of a similar nature.
- 2-4.To enable customers deeply understand the products and services we offer and select the ones that best meet their individual needs after comparing different options, Sony Bank will provide a greater range of important information to facilitate similar product and service comparisons, as well as content, market information, seminars, and other information to help customers improve their financial and investment literacy. We will also develop tools and other resources to enable us to provide customers with comprehensive support.
3. Providing the Best Products and Services for the Diverse Needs of Customers
Action Guidelines: Pursuing Customer Satisfaction
Sony Bank will do the best to satisfy our customers by creating valuable products and services through highly accurate operations.
- Action Plan:
-
3-1.Sony Bank will seek to provide products and services that are valuable to our customers by conducting appropriate marketing activities and also analyzing and examining customer feedback.
Action Guidelines: Principles of Conformity
In providing products and services, Sony Bank will not make inappropriate solicitations in consideration of the customer's knowledge, experience, asset status and the purpose of the transaction.
- Action Plan:
-
- 3-2.Sony Bank will do the best to provide products and services from the customer's perspective, considering customer knowledge, experience, asset status, and various investment objectives and life events.
- 3-3.Sony Bank will consider Principles of Conformity more carefully when providing complex or risky products/services and loan products.
- 3-4.After providing customers with our products and services, Sony Bank will endeavor to follow-up with them as appropriate, based on their wishes and taking into consideration their long-term needs.
- 3-5.Sony Bank executives and employees will strive to deepen their own understanding of how the products and services we offer work, and will seek to provide information that takes into account an individual customer's financial literacy, experience, and situation, their varying investment objectives and life events, as well as comparisons with similar products and services.
4. Appropriate Management of Conflicts of Interest with Customers
Action Guidelines: Appropriate Management of Conflicts of Interest with Customers
Sony Bank will appropriately manage conflicts of interest so that customer’s interests will not be unreasonably harmed.
- Action Plan:
-
- 4-1.Sony Bank shall identify the types of transactions and appropriately manage transactions that may unreasonably harm the customer's interests in order to always provide products and services from the customer's perspective.
- 4-2.Regarding transactions with the risk of conflicts of interest, Sony Bank will do the best to enable the customer to conduct transactions based on free and voluntary judgment by providing information in an easy-to-understand manner so that the customer can understand the details.
- 4-3.Sony Bank will verify the effectiveness of our conflict of the interest management system and work to make continuous improvements based on the results of the verification.
5. Developing a Governance System to Carry out Customer-Oriented Business Operations
Action Guidelines: Developing a governance system to carry out customer-oriented business operations
In order to create products and services that are valuable to the customers, Sony Bank will develop a framework for appropriate motivation and an appropriate governance system.
- Action Plan:
-
- 5-1.The Corporate Planning Department will regularly report to the Board of Directors and announce publicly the status of policies and action plans related to the Action Plan "Principles for Customer-Oriented Operational Management." The Customer Service Department will regularly update and report the customer complaints and requests concerning the status of our policies and action plan to all its employees and the Board of Directors.
- 5-2.Sony Bank will continue to incorporate appropriate incentive frameworks such as increasing assets under custody and incorporating items related to customer satisfaction into the compensation and performance evaluation.
- 5-3.Sony Bank will continue to educate and train our executives and employees so that our customer-oriented business operations are more firmly established.