3715. Policies and procedures

1. The Dealer Member’s policies and procedures must specifically address dealing effectively with institutional client complaints received.

2. The Dealer Member’s policies and procedures must specifically address the following:

   1. ​​​​​​​the Dealer Member must acknowledge all written and verbal institutional client complaints,

   2. the Dealer Member must convey the results of its investigation, if any, of a complaint to the institutional client in due course,

   3. the Dealer Member must ensure that the Approved Person and their Supervisor is aware of all institutional client complaints filed against the Approved Person,
   4. the Dealer Member must ensure that all allegations of serious misconduct are reported to an appropriate Executive, and
   5. complaints are to be handled by a Supervisor and a copy must be filed with the compliance department/function (or the equivalent) of the Dealer Member. 
3. If the Dealer Member determines that the number or severity of complaints is significant, or when a Dealer Member detects frequent and repetitive complaints made with respect to the same or similar matters which may on a cumulative basis indicate a serious problem, then the Dealer Member must:
   1. review its internal policies and procedures, and 
   2. ensure recommendations to remedy the problem are submitted to the appropriate management level.

3716. – 3719.  Reserved.