# Article 1 — Handling of complaints and complaints management policy and function **Commission Delegated Regulation (EU) 2025/293 · binding · OJ L, 2025/293, 13.2.2025 · dated 30 Sep 2024 [in force]** *In force · Commission Delegated Regulation (EU) 2025/293, OJ L, 2025/293, 13.2.2025 · Checked against EUR-Lex on 26 Oct 2026 · [Official source](https://eur-lex.europa.eu/eli/reg_del/2025/293/oj/eng)* 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.\\