Client Complaint System

Client Complaint System

This system should be used when a complaint is received from a client either in writing, inperson, email, or by phone. Once a complaint is received, it is best to allow your Branch Manager/OSJ or the legal department to handle all client inquiries until the issue is resolved.

Note: Check with your compliance department to assure proper adherence to your Broker/Dealer’s interpretation of security regulations.

Date & Initial When
Completed (or N/A)

Client Notifies Advisor of Complaint

Client calls, stops by office, emails, or mails letter with complaint.

Forward Complaint to OSJ and Schedule on Calendar to Check Status of Issue

Contact with the client should be handled by your Branch Manager/OSJ or your Legal Department until the issue has been resolved.
Schedule an activity on your calendar to check status of complaint. Some information you may wish to track includes, but is not limited to:
Date complaint received from client
Date complaint information given to Branch Manager/OSJ
Date complaint information faxed to Legal
Date letter of resolution received from Legal
Date letter of resolution submitted to Legal with suggested changes
Date letter of resolution sent to client

It is advisable to check on the resolution of this issue no less than on a weekly basis. Notes of the progress should be maintained within the calendar record.

Forward Complaint or Notes to Compliance’s Legal Department

Within one day, notification should have been sent to the Legal Department along with any notes and supporting documents you may wish to provide to the Legal Department to support your side of the complaint.

The Legal Department may request additional information.

Legal Will Forward a Response to the Advisor

After review of the complaint from the client, the Legal Department will compose a resolution letter to the client.

Prior to mailing the letter to the client, the advisor will be allowed to make suggestions for changes.

Legal Sends Response to Client

Once final agreement has been reached by the advisor and Legal, the resolution letter will be sent to the client with a copy to the Branch Manager/OSJ and a copy for the client’s file.

Complete the final notes on your calendar record.

Advise the OSJ of Complaint Resolution

Let the Branch Manager/OSJ know what resolution is being proposed to the client.
The next step in the process depends on whether the client will accept the proposed resolution or pursue further legal action.