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Article 2 – Standard format and language ⬅️ | ➡️ Article 4 – Investigation of complaints
Article 3 - Acknowledgment of receipt and verification of admissibility
1.
Crowdfunding service providers shall acknowledge receipt of a complaint and inform the complainant about whether the complaint is admissible within 10 working days of its receipt. Where a complaint does not fulfil the conditions of admissibility referred to in Article 1(2), point (a), crowdfunding service providers shall provide the complainant with a clear explanation of the reasons for rejecting the complaint as inadmissible.
2.
The acknowledgment of receipt of a complaint shall contain the following:
(a)
the identity and contact details, including email address and telephone number, of the person to whom, or the department to which, complainants can address any query related to their complaint;
(b)
a reference to the timeframe referred to in Article 1(2), point (e).