Customer-centered Business Operations

Basic policy

Kyushu Financial Group shall draw up and publish its Basic Policies concerning Customer-centered Business Operations (hereafter, “these Policies”) and Action Plan to carry out thorough Customer-centered Business Operations and make further efforts to build stable assets and pursue our customers’ best interests.
Kyushu FG shall revise both these Policies and Action Plan as necessary according to the progress of their implementation, and shall provide regular updates on the progress of the Action Plan.

Based on its Group Management Philosophy, Kyushu FG shall undertake its operations in good faith and fairness under these Policies. The essential awareness that providing financial products and services tailored to each customer is our customers’ best interests and helping them build stable assets.
When providing or recommending financial products and services to customers, Kyushu FG shall comply fully with the Solicitation Policy for Sales, etc. of Financial Products (*1) established by each Group company.

Based on its Basic Policy for Conflicts of Interest Management, when carrying out transactions with customers, Kyushu FG shall accurately ascertain those transactions with the potential to cause a conflict of interest (*2), and take appropriate steps to manage them as a means of protecting customers’ interests.

When providing or recommending financial products and services to customers, Kyushu FG shall provide an easy-to-understand breakdown of the service charges etc. levied on customers along with other associated costs according to the nature of the product in question and the knowledge/financial experience of the customer.

In addition to providing a breakdown of services charges etc., Kyushu FG shall also provide customers with easy-to-understand and plain information needed for making judgments on investments (including such things as risks, returns, transaction conditions, etc.), allowing them to gain a correct understanding of the content of financial products and services that Kyushu FG provides or recommends.
Once a contract has been entered into for financial products or services, Kyushu FG shall continue to provide customers with pertinent information, such as the status of the customer’s assets and market trends.
In order to help improve financial literacy (*3) among customers, Kyushu FG shall provide opportunities for a wide range of customers to gain knowledge concerning finance by holding a range of seminars and disseminating information through other means.

Kyushu FG shall provide customers with optimal financial products and services based on an understanding of each customer’s asset status, financial experience, knowledge, investment objectives, and needs.
Kyushu FG shall endeavor to provide a broader lineup of financial products and services that meet the diverse needs of customers.
When developing a lineup of financial products and services, Kyushu FG shall endeavor to set out appropriate service charges and other associated costs levied on customers according to the features of financial products and services.

Through training and other appropriate means, Kyushu FG shall endeavor to improve the financial literacy of its executives and staff, and to ensure that they conduct their work in full accordance with these Policies.
Kyushu FG shall check whether its executives and staff conduct their work in full accordance with these Policies through regular reviews and assessments, and shall make revisions to its performance assessment systems as needed.
*Group companies to which these Policies apply: Higo Bank, Kagoshima Bank, Kyushu FG Securities

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(1*) Group companies to which these Policies apply: Higo Bank, Kagoshima Bank, Kyushu FG Securities

(*2) Acts that will serve the best interests of one party and work to detriment of the other party, which are not in line with the wishes and needs of the customer, such as the provision or recommendation of financial products or services with high service charges, etc.
(*3) The ability to correctly understand knowledge and information relating to finance, and form one’s own judgment on an independent basis