In this act Article 2 of 7
Article 2 — Provision of information to the holder of asset-referenced tokens and other interested parties
Financial servicesLevel 2RTSMiCAIn forceOfficial source
2(1)Copy link
1.Issuers of asset-referenced tokens shall provide, on request or when acknowledging receipt of a complaint, clear, accurate and up-to-date written information about the complaints-handling procedure to the complainant. The information provided by the issuer shall include the following:
2(1)(a)
a)the conditions for the admissibility of complaints as referred to in Article 5(1), point (a);
Copy link2(1)(b)
b)details of the procedure to file a complaint, including the type of information to be provided by the complainant and the identity and contact details of the person or department to which the complaint is directed;
Copy link2(1)(c)
c)the procedure that will be followed when handling a complaint including when the receipt of the complaint will be acknowledged, indicative handling timelines and the availability of a competent authority, an ombudsman or alternative dispute resolution mechanisms;
Copy link2(1)(d)
d)information that complaints are filed and handled free of charge with the issuers or, where applicable, with the third-party entities;
Copy link2(1)(e)
e)a mention of the issuer’s obligation to keep the complainant informed about the further handling of the complaint.\
Copy link2(2)Copy link
2.Issuers of asset-referenced tokens shall publish an up-to-date description of the complaints-handling procedure as well as the template for filing complaints set out in the Annex, in an easily accessible manner, including via brochures, pamphlets, contractual documents or via their website.