This rule is no longer applicable.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").