Rule 4530 Customer Complaints

Background

FINRA Rule 4530(d) requires firms to report quarterly statistical and summary information regarding written customer complaints. FINRA uses the information to identify and initiate investigations of firms, offices and associated persons that may pose a risk, and for the timely identification of other regulatory matters in line with our goal of enhancing risk-based approaches to regulation, investor protection and market integrity.

 

The statistical and summary information regarding customer complaints required pursuant to FINRA Rule 4530(d) is due quarterly by the 15th calendar day from the end of the quarter. If the 15th falls on a weekend or holiday, the report is due the next business day following the 15th. For a current list of filing due dates, see Member Firm Filing Due Dates.

 

Filing Complaints Online

Firms must submit customer complaints electronically via the Regulatory Filings Application on the FINRA Firm Gateway, which can be accessed directly through https://RegFiling.FINRA.org. Firms can edit, amend, delete drafts and submit filings through the application.

 

The following are minimum required fields.

 

Minimum Fields for Statistical Complaints
1. Contact Name7. Allegation Activity Period
2. Contact Phone Number8. Branch ID
3. Complaint Number9. Customer Account Number
4. Product Code10. Customer Last Name
5. Problem Code11. Disputed Amount / Disputed Amount Indicator
6. Complaint Date12. Security Symbol


Any technical questions, concerns, or entitlement issues about form filing applications can be directed to the FINRA Help Desk at (800) 321-6273.

 

File Batch Upload Method for Quarterly Statistical Complaints

Submit large volume of filings directly to a secure server and to automate and stremline the submisson process. See the Regulation Filing Applications FTP Submission Fact Sheet for instructions on submitting filings via FTP. In order to import a filing containing one or more complaints, the file must adhere to FINRA's XML Complaints Format (view a sample file (PDF 183 KB). See the valid list of Rule 4530 Products and Problem Codes required for specified events.