Commission Delegated Regulation (EU) 2025/294 of 1 October 2024 supplementing Reg... (32025R0294)
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Commission Delegated Regulation (EU) 2025/294 of 1 October 2024 supplementing Regulation (EU) 2023/1114 of the European Parliament and of the Council with regard to regulatory technical standards specifying the requirements, templates and procedures for the handling of complaints by the crypto-asset service providers
- COMMISSION DELEGATED REGULATION (EU) 2025/294
- of 1 October 2024
- supplementing Regulation (EU) 2023/1114 of the European Parliament and of the Council with regard to regulatory technical standards specifying the requirements, templates and procedures for the handling of complaints by the crypto-asset service providers
- (Text with EEA relevance)
- Article 1
- Information, template and description of complaints-handling procedures
- Article 2
- Resources dedicated to complaints-handling
- Article 3,
- Means and language for filing complaints
- Article 4
- Acknowledgment of receipt of a complaint and verification of its admissibility
- Article 5
- Investigation of complaints
- Article 6
- Decisions
- Article 7
- Communication with complainants
- Article 8
- Procedures to ensure consistent complaints-handling
- Article 9
- Entry into force
- ANNEX
- TEMPLATE FOR THE FILING OF COMPLAINTS
- FILING OF A COMPLAINT
- (to be sent by the client to the crypto-asset service provider)
- 1.a.
- Information about the complainant
- 1.b.
- Contact details (if different from 1.a)
- 2.a.
- Information about the legal representative (if applicable) (a power of attorney or other official document as proof of the appointment of the representative to be provided as an attachment to this form)
- 2.b.
- Contact details (if different from 2.a)
- 3.
- Information about the complaint
- 3.a.
- Full reference of the crypto-asset service to which the complaint relates (i.e. name of the crypto-asset service provider, crypto-asset service reference number, or other references of the relevant transactions …)
- 3.b.
- Description of the complaint’s subject-matter
- 3.c.
- Date(s) of the facts that have led to the complaint
- 3.d.
- Description of damage, loss or detriment caused (where relevant)
- 3.e.
- Other comments or relevant information (where relevant)
- SIGNATURE
- COMPLAINANT/LEGAL REPRESENTATIVE OF THE COMPLAINANT
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