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Up to Nov 30 2014Dec 1 2014 onwards

Rule 401A. Customer Complaints

This rule is no longer applicable.

(a) For every customer complaint they receive that is subject to the reporting requirements of Rule 351(d), members and member organizations must:
(1) Acknowledge receipt of the complaint within 15 business days of receiving it, and
(2) Respond to the issues raised in the complaint within a reasonable period of time.
(b) Each acknowledgement and response required by this rule must be conveyed to the complaining customer by appropriate method:
(1) Acknowledgements and responses to written complaints must be either:
(i) In writing, mailed to the complaining customer's last known address, or
(ii) Electronically transmitted to the e-mail address from which the complaint was sent (method only permissible for electronically transmitted complaints).
(2) Acknowledgements and responses to verbal complaints must be either:
(i) In writing, mailed to the complaining customer's last known address, or
(ii) Made verbally to the complaining customer, and recorded in a log of verbal acknowledgements and responses to customer complaints.
(c) Written records of the acknowledgements, responses, and logs required by this rule must be retained in accordance with Rule 440 ("Books and Records").
Amendments.
April 13, 2005 (SR-NYSE-2004-59).

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