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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 Products and 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 and services tailored to individual customers, considering customer’s future life plans and any unmet financial needs. We will provide only products or services that truly benefit customers.
    • As a company that plans products and services, in order to continually meet the true needs of our customers, we work with sales representatives to maintain and establish effective management systems encompassing everything from product planning and development to quality control.
    • As a product and service provider, we aim to create a lineup of customer-oriented products and services that satisfy a wide range of customers. Accordingly, we pursue appropriate collaboration with those charged with planning and developing products and services while drawing on the collective strengths of the Resona Group, taking care to ensure that neither our own nor our affiliates’ interests are unduly prioritized.
    • 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.
  • 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 strive to ensure that customers select and use products and services optimally suited to them by providing easy-to-understand information that enables them to fully comprehend every aspect of the services and products offered, including the nature of the sales and after-sale services furnished as well as the ins and outs of contract cancelation.
    • We will not only provide fact-based explanations, but also never provide information that could mislead customers, such as assertive explanations about uncertainties.
  • 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 continuously add to their wide knowledge base and consistently enhance their skills in order to deliver products and 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.).