Customer Complaints
Chapters in this video
- 0:00 Verbal versus written complaints: the regulatory split
- 2:03 Riley's golden rule: notify the supervisor immediately
- 3:10 The 4-year OSJ recordkeeping requirement
- 4:13 30-day reporting for theft, forgery, and serious allegations
- 5:08 Form U4 triggers: the $15K settlement and $5K allegation traps
- 6:16 Options complaints and the central principal office layer
- 8:04 Penalties for mishandling complaints
- 8:07 Rapid-fire exam recap
What this video covers
- What counts as a customer complaint and why verbal grievances matter even though written complaints trigger heavier regulation
- The four-step rep procedure and why "immediately notify the supervisor" is the only acceptable first action
- The 4-year recordkeeping requirement for written complaints and why the Office of Supervisory Jurisdiction (OSJ) is the correct location, not the local branch
- The 30-calendar-day reporting rule for severe allegations including theft, misappropriation, conversion, and forgery
- The two distinct Form U4 dollar triggers: a $15,000 or more settlement versus a $5,000 or more written allegation of damages on the allegation alone
- Why the $25,000 threshold is a firm reporting rule, not an individual Form U4 trigger, and how exam writers bait you with it
- The additional central-file requirement for options complaints and the 30-day forward to the firm's principal place of business
Read the full lesson, free
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