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🔗 Back to Summary. 🇫🇷 French Version: 2025R0293_FR.1. Back to Summary of LVL1. Open the PDF. Direct link to EUR-LEX.
Retour au sommaire ⬅️ | ➡️ Article 2 – Provision of information to the holder of asset-referenced tokens and other interested parties
Références LVL1 <=> LVL2
Level 1 reference(s): 2023R1114_EN.31 > 5
Article 1 - Handling of complaints and complaints management policy and function
1.
Issuers of asset-referenced tokens and, where applicable, third-party entities shall establish and maintain procedures for handling of complaints, where a complaint is:
(a)
a statement of dissatisfaction addressed to them by a natural or legal person or any other interested party, including consumer associations that represent holders of asset-referenced tokens, relating to the issuance, the offer or seeking admission to trading of asset-referenced tokens under Regulation (EU) 2023/1114;
(b)
submitted by a ‘complainant’, which is a natural or legal person or any other interested party, including consumer associations that represent holders of asset-referenced tokens and where that person, or any other interested party, purports to be eligible to submit a complaint to an issuer of asset-referenced tokens or a third-party entity that have been distributing, totally or partially, asset-referenced tokens.
2.
Issuers of asset-referenced tokens shall establish and maintain complaints-handling procedures that include all of the following:
(a)
a ‘complaints management policy’, which shall be:
(i)
defined and endorsed by the issuer of asset-referenced tokens’ senior management, that shall also be responsible for the implementation of that policy and for monitoring compliance with it;
(ii)
set out in a written document available in electronic or paper format;
(iii)
made available to all relevant staff of the issuer of asset-referenced tokens through an adequate internal channel.
(b)
a ‘complaints management function’, which shall:
(i)
enable complaints to be investigated fairly;
(ii)
identify and mitigate possible conflicts of interest.