SIE practice questionmediumCustomer Complaints
Under FINRA rules, how must a broker-dealer handle a written customer complaint?
- AIt must be reported to local law enforcement within 24 hours
- BIt may be discarded if the firm believes it has no merit
- CIt must be immediately settled with the customer to avoid arbitration
- DIt must be kept on file and reported to FINRA if it meets certain thresholds✓ Correct answer
Explanation
Why D — It must be kept on file and reported to FINRA if it meets certain thresholds
FINRA Rule 4513 requires member firms to maintain a file of all written customer complaints. Additionally, certain complaints must be reported on Form U4/U5 amendments and through the firm's regulatory filings. Firms cannot simply discard complaints, are not required to report every complaint to law enforcement, and should not feel compelled to settle every complaint immediately. The key obligation is proper documentation, review, and reporting when thresholds are met.
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