Customer Complaints

Every municipal securities dealer must make and keep current a record of all written complaints from customers or persons acting on their behalf. The record must include:

• the complainant’s name, address and account number

• the date the complaint was received

• the date of the activity that gave rise to the complaint

• the name of the associated person of the municipal securities dealer identified in the complaint

• a description of the nature of the complaint

• a description of the action, if any, has been taken by the municipal securities dealer in connection with each complaint

A complaint is defined as any written statement alleging a grievance involving the municipal securities activities of the municipal securities dealer or an associated person. The record must also be kept in an electronic format using the complaint product and problem codes set forth by the MSRB.