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🔗 Back to Summary. 🇫🇷 French Version: 2025R0293_FR.6. Back to Summary of LVL1. Open the PDF. Direct link to EUR-LEX.
Article 5 – Procedure to investigate complaints and communicate the outcome of the investigations to complainants ⬅️ | ➡️ Article 7 – Entry into force
Références LVL1 <=> LVL2
Level 1 reference(s): 2023R1114_EN.31 > 5
Article 6 - Specific provisions for complaints handling involving third-party entities
1.
Where the tokens have been distributed, totally or partially, through third-party entities, issuers of asset-referenced tokens shall ensure that:
(a)
the third-party entities notify them in a timely manner of any complaints received regarding the distribution of such tokens and transfer them to the issuer of asset-referenced tokens that shall assess such complaints;
(b)
they notify the third-party entities distributing such tokens in a timely manner of any complaints received by the issuer of asset-referenced tokens regarding the distribution of those tokens.
2.
The third-party entities shall:
(a)
allow complainants to:
(i)
submit complaints by electronic means or in paper form;
(ii)
file complaints free of charge;
(b)
acknowledge receipt of a complaint regarding the distribution of such tokens clearly mentioning the date of its receipt and, where an electronic complaint form is filed, provide the complainant with a copy of the complaint;
(c)
provide the contact details of issuers of asset-referenced tokens to the complainant, to allow the complainant to have the option to file complaints directly with issuers of asset-referenced tokens;
(d)
develop and make available to holders of asset-referenced tokens the same template for filing complaints as the issuer of asset-referenced tokens, using the template set out in the Annex;
(e)
record internally, in an appropriate manner through a secure electronic register, all complaints received and any measures taken in response thereto for a reasonable period of time and in any event no longer than permitted under national timing requirements, where applicable;
(f)
provide the complainant with a privacy notice to accompany the template set out in the Annex to this Regulation, in accordance with Articles 13 and 14 of Regulation (EU) 2016/679.