17.3.1The Licensed Person must send a confirmation upon the receipt of every complaint to the customer within two (2) business days via SMS or email;
17.3.2All complaints must be resolved within a reasonable period of time which shall not exceed ten (10) business days;
17.3.3A final response must be provided to the customer within ten (10) business days; and
17.3.4In case, a complaint is not resolved within ten (10) business days (i.e. an overdue complaint), the Licensed Person must update the customer, on the very next business day, with reasonable justifications for the possible delay.