Article 8
Procedures to ensure consistent complaints-handling
Crypto-asset service providers shall analyse on a continuous basis complaints-handling data. Such data shall include all of the following:
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(a) |
the average processing time, for the relevant period under consideration, for each step of the complaints handling procedure, including acknowledgement, investigation, response time; |
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(b) |
the number of complaints received, for the relevant period under consideration, and for each step of the complaints handling procedure, the number of complaints where the crypto asset service provider did not comply with the maximum time limits set out in its complaints handling procedure; |
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(c) |
the categories of the topics to which complaints relate; |
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(d) |
outcomes of investigations. |