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🔗 Back to Summary. 🇫🇷 French Version: 2025R0293_FR.2. Back to Summary of LVL1. Open the PDF. Direct link to EUR-LEX.
Article 1 – Handling of complaints and complaints management policy and function ⬅️ | ➡️ Article 3 – Templates and recording
Références LVL1 <=> LVL2
Level 1 reference(s): 2023R1114_EN.31 > 5
Article 2 - Provision of information to the holder of asset-referenced tokens and other interested parties
1.
Issuers of asset-referenced tokens shall provide, on request or when acknowledging receipt of a complaint, clear, accurate and up-to-date written information about the complaints-handling procedure to the complainant. The information provided by the issuer shall include the following:
(a)
the conditions for the admissibility of complaints as referred to in Article 5(1), point (a);
(b)
details of the procedure to file a complaint, including the type of information to be provided by the complainant and the identity and contact details of the person or department to which the complaint is directed;
(c)
the procedure that will be followed when handling a complaint including when the receipt of the complaint will be acknowledged, indicative handling timelines and the availability of a competent authority, an ombudsman or alternative dispute resolution mechanisms;
(d)
information that complaints are filed and handled free of charge with the issuers or, where applicable, with the third-party entities;
(e)
a mention of the issuer’s obligation to keep the complainant informed about the further handling of the complaint.
2.
Issuers of asset-referenced tokens shall publish an up-to-date description of the complaints-handling procedure as well as the template for filing complaints set out in the Annex, in an easily accessible manner, including via brochures, pamphlets, contractual documents or via their website.