Understanding the FINRA Arbitration Process: Perspectives from Member Firms and Customers

The Financial Industry Regulatory Authority (FINRA) plays a dual role in the securities industry: it acts as a regulatory body overseeing broker-dealers and their associated persons, and it provides a forum for arbitration and mediation of customer and industry disputes. For firms and individuals operating within FINRA’s jurisdiction, understanding the arbitration process is essential—whether facing a customer complaint or regulatory investigation.

This article explores the FINRA arbitration process from two distinct perspectives:

1. When a FINRA arbitration claim or enforcement action is brought on by a customer complaint.
2. When a formal investigation or enforcement action is brought against the member firm or broker by FINRA

Perspective of Member Firms and Registered Representatives

A. When Facing FINRA Arbitration from a Customer

If a customer files a Statement of Claim with FINRA, it triggers an arbitration proceeding, not a regulatory investigation. The arbitration process is binding and is typically the exclusive remedy for disputes involving alleged misconduct, such as:

• Misrepresentation or omission of material facts
• Unsuitable investment recommendations
• Unauthorized trading
• Breach of fiduciary duty or contract

Key Stages for Member Firms and Brokers

1. Receipt of Statement of Claim
   The respondent (firm or rep) is served and has 45 days to file an Answer, which may include affirmative defenses or a motion to dismiss.
2. Arbitrator Selection
   FINRA provides a list of arbitrators based on the size and nature of the claim. Parties may strike and rank arbitrators before a panel is appointed.
3. Discovery Phase
   Governed by the FINRA Discovery Guide, this is often a limited and expedited process compared to civil litigation. Firms must produce relevant account documents, communications, and supervisory records.
4. Prehearing Conferences and Motions
   The arbitrators may schedule conferences to resolve procedural issues. Motions to dismiss prior to the hearing are rarely granted unless based on a clear legal bar (e.g., statute of limitations or settled claims).
5. Final Hearing
   Resembles a bench trial. Witnesses are called, exhibits are entered, and both sides make their case. Most hearings take place in the city closest to the customer’s residence.
6. Award Issuance
   The panel issues a written award within 30 days of the hearing’s conclusion. Awards are final and not subject to appeal, but limited grounds for vacatur exist under the Federal Arbitration Act.

Strategy Tips for Member Firms:

• Retain counsel experienced in FINRA arbitration early.
• Preserve records and maintain strong documentation of client interactions.
• Consider early settlement when exposure is clear or reputational risk is high.

Considerations:

• Customer has no right to appeal an arbitration award.
• FINRA does not enforce collection of unpaid awards but does suspend firms or reps who fail to pay.
• The customer has a six-year statute of limitations as claims must be filed within six years from the event giving rise to the dispute.

B. When Facing a FINRA Regulatory Investigation or Enforcement Action

FINRA’s Enforcement Division separately investigates potential violations of FINRA rules or federal securities laws. This is not arbitration but a regulatory process that may result in:

• Formal complaints
• Fines, suspensions, or expulsions
• Disciplinary hearings before the Office of Hearing Officers (OHO)

Key Differences from Arbitration:

• Initiated by FINRA, not a customer.
• Involves investigation, Wells notices, and potential formal complaints.
• Resolution may involve settlement (Acceptance, Waiver & Consent) or full hearing.
• Decisions may be appealed to the National Adjudicatory Council (NAC) and SEC.

Firms and individuals should not confuse this process with customer arbitration. Regulatory matters carry public disclosure consequences (BrokerCheck) and may impact licensing or business operations.

Best Practices for a Firm Responding to a FINRA Investigation[1]

Engage Experienced Counsel Immediately

• Retain counsel with expertise in securities regulation, FINRA enforcement, and broker-dealer compliance.
• Counsel should review all incoming requests (Wells notices, Rule 8210 letters, subpoenas) and assist with preparing responses and defense strategy.

Preserve All Documents and Communications

• Implement a litigation hold across all affected departments.
  • This includes emails, instant messages (e.g., Bloomberg, WhatsApp, Signal if used), compliance logs, trade blotters, supervisory materials, and surveillance records.

Respond Promptly and Accurately to FINRA Rule 8210 Requests

• FINRA Rule 8210 grants broad authority to demand:
  • Written statements
  • Electronic communications
  • Testimony under oath
  • Do not ignore or delay — failure to respond fully and truthfully may result in a bar from the industry (see Dep’t of Enforcement v. Murphy, 2022).

Avoid Destroying or Altering Records

• Any attempt to delete, fabricate, or withhold evidence is treated as obstruction.
• FINRA has zero tolerance for books and records violations, particularly under SEC Rule 17a‑4 and FINRA Rule 4511.

Assess Exposure and Review Supervisory Systems

• Conduct an internal audit or forensic review to:
  • Determine if there were failures in supervision, sales practices, or disclosure
• Identify potential violations of FINRA rules, such as:
  • Suitability (Rule 2111)
• Best Execution (Rule 5310)
• Outside Business Activities (Rule 3270)
• Communications with the Public (Rule 2210)

Protect and Prepare Your Employees

• Notify employees about the investigation and instruct them to cooperate professionally.
• Provide independent legal counsel for individuals when there are potential conflicts of interest between the firm and the rep.
• Educate them on what to expect during on-the-record interviews (OTRs).

Consider Early Resolution or Settlement if Appropriate

• Evaluate whether it is in the firm’s best interest to:
  • Enter into an AWC (Acceptance, Waiver, and Consent) agreement
  • Cooperate in return for reduced sanctions under FINRA Sanction Guidelines
  • Disclose corrective actions already taken (e.g., training, compensation, personnel changes)

Notify Insurers and Regulatory Reporting Obligations

• Notify your E&O insurance carrier immediately—most policies require prompt notice of regulatory investigations.
• Update Form BD or U4/U5 filings if required—failing to update can lead to separate violations.

Limit Public and Client Communications

• Do not make public statements, press releases, or client announcements without legal review.
• Communications with clients should be carefully vetted to avoid misleading statements or admissions.

Prepare for Collateral Consequences

• Understand the broader impact:
  • Disclosure on BrokerCheck
  • Possible follow-on litigation or class actions
  • Loss of licenses or state registrations
  • Regulatory settlements may trigger “statutory disqualification” under Section 3(a)(39) of the Exchange Act.

Key Distinctions Between Arbitration and Enforcement

Conclusion

For member firms and associated persons, understanding both the customer arbitration process and regulatory enforcement framework is critical to protecting business interests and reputations. Prompt and informed legal strategy is essential in either context.

Regardless of your position, early consultation with experienced counsel is the key to navigating the FINRA process effectively.

Author: Dharmi Mehta, Sr. Attorney, Jacko Law Group, PC (“JLG”).  Editor: Kathy Konzen, Director of Operations & Counsel. JLG works extensively with investment advisers, broker-dealers, investment companies, private equity and hedge funds, banks and corporate clients on securities and corporate counsel matters.  For more information, please visit https://www.jackolg.com/.

The information contained in this article may contain information that is confidential and/or protected by the attorney-client privilege and attorney work product doctrine. This email is not intended for transmission to, or receipt by, any unauthorized persons. Inadvertent disclosure of the contents of this article to unintended recipients is not intended to and does not constitute a waiver of attorney-client privilege or attorney work product protections.

The Risk Management Tip is published solely based off the interests and relationship between the clients and friends of the Jacko Law Group P.C. (“JLG”) and in no way be construed as legal advice. The opinions shared in the publication reflect those of the authors, and not necessarily the views of JLG. For more specific information or recent industry developments or particular situations, you should seek legal opinion or counsel.

You hereby are notified that any review, dissemination or copying of this message and its attachments, if any, is strictly prohibited. These materials may be considered ATTORNEY ADVERTISING in some jurisdictions.

[1] Resources: FINRA Enforcement Guide: FINRA Sanction Guidelines; Rule 8210 Overview: FINRA Rule 8210;

Regulatory Notice 19-10: Guidance on OTR interviews and recordkeeping; Relevant Case Law: In re CMG Institutional Trading, LLC, In re Murphy, In re Lek Securities