Article 2 Resources dedicated to complaints-handling

This article establishes the internal resourcing and accountability requirements for complaints handling.

It requires crypto-asset service providers to dedicate adequate resources to managing complaints, ensures those resources have access to all relevant information, and creates a direct reporting line to the management body.

The reference to Article 8 data in the reporting obligation ties this article to the broader complaints monitoring framework set out later in the regulation.

Important points:

• Dedicate adequate resources to complaints management and ensure those resources have access to all relevant information.
• The person leading those dedicated resources must report directly to the management body on the implementation and effectiveness of complaints handling procedures.
• This reporting must include the data referred to in Article 8, as well as any measures taken or to be taken in response to complaints analysis.