Series 3: 7.3.1.4. Customer Complaints

7.3.1.4. Customer Complaints

The adequate supervision of customer complaints requires that a written record of all complaints be maintained and that complaints that meet certain criteria be sent to the main office or guarantor. Criteria for notifying the main office may be based on such factors as the seriousness of the allegations, the monetary amount involved, and which personnel are the subjects of the complaint. If the remote location is responsible for resolving the customer complaint, the home office or guarantor must be notified of the outcome when it is resolved.

When member firms are also FINRA members, one type of complaint must always be reported and filed with the main office, where it is to be kept in a file separate from other complaints. This is an options-related complaint. An options-related com