Which statements are TRUE regarding the requirements of the MSRB for handling written customer complaints?

• A. I and III
• B. II and IV
• C. I, III, and IV
• D. I, II, III, IV

Answer: (D)

The key idea tested is that handling written customer complaints under MSRB rules involves a complete, documented process: acknowledge the receipt of the complaint, conduct a prompt and thorough investigation, provide a written disposition that explains the findings and any corrective action, and maintain full records of the complaint and its handling. Acknowledging receipt confirms the complaint is officially recognized and sets expectations for the timeline. An investigation ensures all relevant facts—trade details, communications, account activity—are reviewed and assigned to the appropriate person or department. The written disposition communicates what was found and what will be done, giving the customer a clear end result or next steps. Keeping the records of the complaint and the handling ensures accountability and provides documentation for regulatory reviews or potential follow-ups. Since these four elements are all required parts of properly handling written complaints, selecting that all four statements are true aligns with how MSRB rules are applied. If any part were missing—no acknowledgment, no investigation, no final disposition, or no recordkeeping—the firm would not meet the compliance expectations.