Business PracticesQuestion 78 of 100
A customer emails an agent complaining that a trade was never authorized. The agent should:
a.Resolve it privately with the customer and say nothing to the firm
b.Delete the email since the matter is disputed
c.Promptly forward the written complaint to the firm so it can be reviewed, acted on, and preserved in the firm's records
d.Wait to see whether the customer follows up before reporting it
Explanation
Written customer complaints must be routed promptly to the firm and retained, because the firm has supervisory and recordkeeping obligations and regulators may inspect complaint files. Handling a complaint privately or settling it without the firm's knowledge is itself an unethical practice. Destroying or delaying the record compounds the original problem.
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