Article 721-11 into force from 30 July 2023 to 29 June 2026

The digital assets services provider shall establish, implement and keep operational a policy for managing complaints sent by its clients to ensure that they are dealt with quickly, fairly and consistently. This policy shall be published on the service provider's website. It shall keep a register of complaints received and the measures taken to settle them.

The policy for managing complaints shall provide clear, accurate and up-to-date information on the process for handling complaints. This policy shall be validated by the managers of the digital assets services provider.

The digital asset service provider informs customers of the possibility of lodging a complaint.

It shall make a standard complaints form available to its clients. It shall keep a register of complaints received and the measures taken to settle them.

The policy for managing complaints shall provide clear, accurate and up-to-date information on the process for handling complaints. This policy shall be validated by the managers of the digital assets services provider.

It shall enable its clients to submit a complaint free of charge.

The digital asset service provider shall investigate all complaints promptly and fairly and shall communicate the results of this investigation to its customers within a reasonable period of time. In any event, it shall deal with the complaint within two months of the date on which it was sent and shall inform clients of the options available to them, including the fact that they may refer the matter to the AMF Ombudsman referred to in Article L. 621-19 of the Monetary and Financial Code.