Question

A registered representative, with many years of experience, is tasked with processing the day's mail. In the mail he finds a letter of complaint from a long-established customer with whom he is well acquainted. The complaint does not involve the representative and the representative knows that the complaint is easily resolved. What should the representative do next?

1) Correct the problem and let the customer know that the issue has been resolved
2) Knowing the customer will quickly forget the incident, destroy the letter
3) Contact the customer and attempt to resolve the problem
4) Forward the complaint to a principal

Answer 1

A registered representative should forward a complaint from a customer to a principal, upholding business integrity and ensuring formal recording of the issue and its resolution.

Step-by-step explanation:

When confronted with a letter of complaint from a well-acquainted customer, a registered representative should proceed professionally despite the easy nature of the resolution or their years of experience. The ethical and correct action to take is to forward the complaint to a principal or the appropriate department in charge of handling customer complaints. Although the representative might know how to solve the issue, it is important to ensure that there is a formal record of the complaint and its resolution process. This upholds the integrity of the business practices and ensures that the customer's concerns are addressed in a manner that is consistent with company policy. Therefore, the correct action is number 4: Forward the complaint to a principal.