After completing the investigation, the Investment Dealer must provide the complainant with a substantive written response. The response must communicate the results of the investigation, the dealer’s final decision and an explanation supporting that decision. Option B accurately states this requirement.
Closing the internal investigation without communicating the outcome, as proposed in option C, would leave the complaint-handling process incomplete. A telephone discussion may supplement the written response, but option D does not satisfy the formal documentation requirement. Option A is also inadequate because the dealer has an affirmative obligation to communicate with the complainant; the client should not have to request the final outcome.
The response must be fair, clear and not misleading. It should summarize the complaint, state the investigative findings, explain the dealer’s decision and identify the client’s available escalation or dispute-resolution options when the client remains dissatisfied. The dealer must also retain the complaint records in accordance with applicable recordkeeping requirements.
CIRO’s Retail Securities syllabus tests complaint recognition, process, resolution, reporting and prohibited practices. CIRO’s complaint-handling rule specifically requires a substantive response letter containing the investigation results and the dealer’s final decision with an explanation.
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