A customer complaint is defined as any grievance, expression of dissatisfaction or annoyance. All such communications must be treated as a customer complaint, regardless of the merit or validity of a customer's allegations. For purposes of this policy, a customer can be an investor, an accountholder, someone solicited for securities business, or someone authorized to act or speak on the customer's behalf (e.g., Power of Attorney, Conservatorship).
Although a complaint received from a party who is not authorized on an account is not considered a customer complaint for purposes of FINRA rules, the Advisor must escalate this type of communication, as it will be subject to review and investigation as needed.
Please note: A withdrawn complaint needs to be handled in the same manner as any other complaint.
A customer complaint may be against an Advisor, a branch, LPL or an investment sponsor, and may be received in a variety of ways including, via telephone, in-person, in writing, in email or electronic means, through social media, etc.
All customer complaints, whether written or verbal and upon receipt, must be immediately escalated to a supervisor for review. In the event the client makes additional communication(s) regarding a complaint to the Advisor, whether written or oral, the Advisor must immediately forward the communication to the assigned LPL Legal Department team member.
I have read and understand the complaint process and agree to abide by this policy:
