Who must review and resolve written customer complaints?

• A. The municipal securities principal
• B. The compliance officer
• C. The supervisor of sales
• D. The customer

Answer: (A)

In dealing with written customer complaints about municipal securities, the person who must review and resolve the complaint is the municipal securities principal. This individual is the supervisor specifically designated to oversee the firm’s municipal securities activities. Having the complaint reviewed by the principal ensures that it is handled by someone with the proper authority, access to the necessary records, and responsibility to take appropriate corrective action. The principal coordinates the investigation, determines what actions are needed (such as addressing the issue with the customer, making any adjustments, or updating records), and ensures a timely, documented response.

The compliance officer oversees the firm’s overall adherence to rules, but is not the designated role responsible for resolving each written municipal securities complaint. The supervisor of sales focuses on sales activities and may handle sales-related concerns, but the requirement here is tied to the municipal securities function with the principal as the accountable reviewer. The customer themselves do not review the complaint; the process is designed for internal review and resolution by the firm.