5.2.1. Handling Customer Complaints
FINRA defines a customer complaint as any written statement from a customer alleging a grievance that involves the activities of a member firm or its associated persons in connection with the solicitation or execution of a securities transaction.
Member firms must promptly report to FINRA upon learning that the firm or an associated person is the subject of either of the following:
• Complaints specifically involving allegations of theft, forgery, or the misappropriation of funds
• Claims for damages of over $15,000 when filed against an associated person or $25,000 when filed against the member firm
Reporting a c
