Business, 28.09.2019 00:30 dogsb4doods

Awritten customer complaint is received by mail about an error made by the firm that the firm resolves to the customer's satisfaction. the customer asks the member firm for a copy of the complaint letter along with a written apology letter.

the member firm should:

i. retain the original complaint along with its resolution in the agent's file and send the customer a photocopy of the complaint
ii. retain a photocopy of the original complaint along with its resolution in the agent's file and send the customer the original complaint copy
iii. send the customer a written apology letter and retain a copy in the agent's file
iv. not send the customer a written apology letter and retain a note to this effect in the agent's account file

a) i and iii
b) i and iv
c) ii and iii
d) ii and iv

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