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Customer-Oriented Business Conduct

The Resona Group has established and hereby announce the Resona Policy on Fiduciary Duty, which is based on our corporate mission of “live up to customers' expectations” and our commitment to ensure that the various financial services delivered by Resona Group companies are truly customer-oriented in nature and fulfill our fiduciary responsibility.

Each Group company will implement specific initiatives aimed at fulfilling the expectations of our customers based on this policy . In addition, we will pursue continual reforms, including reviewing this policy regularly, in order to be a Group chosen and supported by customers.

Resona Policy on Fiduciary Duty

I Basic Stance

  • 1.As a fiduciary entrusted by customers, we will, with our high specialization and ethics, continuously provide high quality financial services with customers’ best interest in mind, while placing the greatest value in the joy and happiness of customers.
    • We will provide high quality financial services and pursue the best possible returns for customers to continuously grow our customer base, including both individuals and businesses, and further enhance the existential value of the Resona Group.

II Provision of Optimal Services

  • 1.We will provide appropriate information and explanations and deliver products and services suited to customers tailored to customers’ financial knowledge, experience, assets and purpose of purchase.
    • We will provide appropriate advice based on the socioeconomic environment in Japan and internationally as well as changes in customers’ situation, always maintaining a customer-oriented stance.
    • We will strive to propose the right products tailored to individual customers, considering customer’s future life plans and any unmet financial needs. We will only provide products or services that truly benefit customers.
    • We will aim to create a lineup of customer-oriented products that satisfy a wide range of customers by utilizing the collective strengths of the Resona Group, without prioritizing our own interests or those of our affiliates.
  • 2.We will provide appropriate and easy-to-understand explanations that customers can fully understand; not only about the benefits of products or services, but also other important information such as risks and fees.
    • We will not only provide fact-based explanations, but also never provide information that could mislead customers, such as assertive explanations about uncertainties.
    • Fees and compensation received from customers will be set at an appropriate level for the services we provide in terms of advice, after-sales follow-up, and running costs concerning the purchase of products or services.
  • 3.We will strive to increase convenience with regard to the method, time and place for explanations of products or services, and base these on customers’ intentions.
    • We will strive to follow the requests of customers in regard to the time and place of providing explanations about products or services over the telephone or in person.

III Human Resources and Organization

  • 1.We will continue to enhance the knowledge and skills of our workforce, using an appropriate evaluation and compensation system, to provide the best products and services to our customers.
    • With customer trust a top priority, we will not engage in unreasonable sales activities for our own gains in terms of business targets or sales performance which do not benefit customers.
    • Our employees will continuously acquire a wide range of knowledge and consistently enhance their skills in order to deliver services that satisfy customers.
  • 2.We have established policy on managing conflicts of interest to ensure proper management that prevents conflict of interests between our Group and customers, or between customers.
    • We have established a system to prevent conflicts of interest between Resona or its Group companies and customers, or between customers, through identification and categorization of business transactions that are potentially conflicts of interest, and we engage in management with pre-determined procedures (separation of departments, disclosure to customers, and modification of transaction conditions, etc.).