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:
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(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; |
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(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:
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(a) |
a ‘complaints management policy’, which shall be:
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(b) |
a ‘complaints management function’, which shall:
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