Consultation and inquiry

  • There is no charge for consultation and inquiry.
  • Please contact us via telephone.
  • Tell us the details of your consultation or inquiry. A consultant will answer to your inquiry or give you an advice.

Making complaints

  • There is no charge for this service.
  • Please contact us via telephone.
  • Banks subject to the services are all banks under the Banking Law and the Norinchukin Bank.

Steps for complaints resolution

  • Asking the details of complaint
    • We will ask the details of the issue the customer had with his/her bank, the damage and how he/she would like the bank to address it ([1]).
  • Conveying the details of complaint to the bank
    • The consultant will inform the bank of the details of the customer’s complaint and asks for resolution ([2]).
    • The bank considers the matter to solve it ([3]).
    • The consultant checks the progress of the bank's response to the complaint in a timely manner ([4], [8]).
  • Explaining the bank's response to the customer
    • The bank explains its response to the customer ([5]).
    • The complaint procedures will be completed when the customer is satisfied with the bank's response and the JBA Office confirms the resolution ([6]).
  • Moving on to dispute resolution procedures
    • The consultant will inform the customer that he/she can move on to dispute resolution procedure administered by the Mediation Committee of JBA if he/she is not satisfied with the resolution or if a period of 2 months or over has passed since the filing of the complaint ([7]).
    • If the customer confirms his/her intent to opt for dispute resolution procedures, the consultant will hand over the case to dispute resolution procedure administered by the Mediation Committee of JBA.

Points to consider when using the JBA Customer Relations Center

  • With customer consent, the JBA Customer Relations Center may pass on the complaint to other designated dispute resolution organizations when appropriate.
  • The JBA Customer Relations Center is unable to handle complaints if the customer is found to be an anti-social force, if the customer shows verbally or physically intimidating or threatening behavior, or if the customer’s case involves conduct that is against public order and standards of decency, or social fairness.

Contact point for consultation, inquiry and complaint

JBA Customer Relations Center

0570-017109  (Navi-Dial) or 03-5252-3772

  • Opening days: Monday to Friday (excluding holidays and bank holidays)
  • Opening hours: 9 AM to 5 PM
  • Telephone consultations through interpreters in foreign languages (English, Chinese, and Korean) are also available.
  • Calls can be made from a landline phone with a flat fee of 8.5 yen for 3 minutes (excluding tax), and from a mobile phone or PHS with a flat rate of 10 yen for 20 seconds (excluding tax) throughout the country. The flat rate is not applied to calls from a public phone.
  • Please note that call charge discount services or free call packages provided by each telephone company are not applied when using the Navi-Dial.
  • The Navi-Dial is not available for calls from an IP phone except some cases.