Recognizing Complaints
Chapters in this video
- 0:00 Defining a customer complaint: the three-prong test
- 2:10 Case file one: phone call grievance fails the format requirement
- 3:04 Written form alone is not enough
- 3:12 Case file two: formal letter about Ollie's ugly tie
- 4:32 Complaints versus red flags
- 5:03 Case file three: escalation does not reclassify
- 6:15 The exam day two-step checklist
- 6:54 Rapid-fire takeaway recap
What this video covers
- The three required prongs of a customer complaint: grievance from the customer or authorized representative, involvement of the member or associated person, and connection to covered activities
- Why a written customer complaint must meet the full definition, not just appear in writing, and how exam writers bait test takers with formal letters that lack the activity connection
- What covered activities means: soliciting, executing, or disposing of that customer's securities or funds
- The difference between a customer complaint and a potential red flag, and why escalation does not reclassify a complaint
- How operations personnel evaluate incoming customer communications using the definition checklist
- The exam day two-step process: first identify the source, then confirm the connection to covered activities
Read the full lesson, free
This video's complete written lesson is free to read in the CertFuel app, no signup wall. The complete Series 99 course also includes adaptive practice questions and spaced-repetition flashcards, free through the end of 2026.