We want to give you a great experience, but we know we don’t always get it right.

If something has gone wrong, we want to hear from you so we can fix it and avoid the same mistake in future.

Make a complaint to us

If you’ve already spoken to our support team and are unhappy with the response, you can make a formal complaint by completing our online form.

• Make a formal complaint

When you will hear from us

When we receive your complaint, we will:

• Acknowledge it within 24 hours (one working day, or as soon as we can).
• Aim to send you our final response within 45 calendar days.

If we need more time to review your complaint, we’ll let you know and keep you updated as our investigation continues.

If you’re not happy with our final response

If you’re not satisfied with our final response, you can escalate your case to our dispute resolution panel:

• Email: JPdisputespanel@riamoneytransfer.com

Contact an external organisation

You can also contact the relevant financial alternative dispute resolution or regulatory body in Japan for further guidance.

• Tokyo Bar Association
  📞 03-3581-0031

• Dai-Ichi Tokyo Bar Association
  📞 03-3595-8588

• Dai-Ni Tokyo Bar Association
  📞 03-3581-2249