Handling of complaints and complaints management policy and function
Article 1
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.