Info
🔗 Back to Summary. 🇫🇷 French Version: 2025R0305_FR.11. Back to Summary of LVL1. Open the PDF. Direct link to EUR-LEX.
Article 10 – Segregation and safekeeping of clients’ crypto-assets and funds ⬅️ | ➡️ Article 12 – Custody and administration policy
Références LVL1 <=> LVL2
Level 1 reference(s): 2023R1114_EN.62 > 5
Article 11 - Complaints-handling procedures
For the purposes of Article 62(2), point (l), of Regulation (EU) 2023/1114, applicants shall provide to the competent authority a detailed description of their complaints-handling procedures, including all the following:
(a)
information on the human and technical resources allocated to complaints handling;
(b)
information on the person in charge of the resources dedicated to the management of complaints, together with a curriculum vitae stating relevant education, professional training and professional experience justifying the knowledge, skills, and experience for the discharge of the responsibilities allocated to that person;
(c)
how the applicant ensures compliance with Commission Delegated Regulation establishing technical standards adopted pursuant to 2023;
(d)
how the applicant will inform clients or potential clients of the possibility to file a complaint free of charge, where that information is available on the applicant’s website, or on any other relevant digital device that may be used by clients to access the crypto-asset services and the content of the information provided;
(e)
the applicant’s record-keeping arrangements in relation to complaints;
(f)
the timeline provided in the complaints-handling procedures of the applicant to investigate, respond and, where appropriate, take measures in response to complaints received;
(g)
how the applicant will inform clients or potential clients of the available remedies;
(h)
the procedural key steps of the applicant in deciding on a complaint and how the applicant will communicate that decision to the client or potential client that filed the complaint.