06.20.23

Emojis Could Prompt a Customer Complaint, FINRA Exec Warns

by: Melanie Waddell

The use of emojis in emails and text messages could prompt a customer complaint, according to Michael Solomon, head of the Financial Industry Regulatory Authority's (FINRA) national exam program. “Emojis are something that didn’t exist in email before,” Solomon said on a panel discussion at FINRA’s recently annual conference. “You could foresee situations in text messaging where an emoji might be a [Rule] 4530 customer complaint.” FINRA examiners, Solomon continued, “will be looking at the written supervisory procedures and what has changed, particularly, in the last couple of years in those procedures.”

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