The below includes a description of how to file a complaint in accordance with art. 1(2)(c) of the technical standards on the requirements, templates and procedures for handling Complaints (source at the time of drafting: ESMA Final Report Draft technical standards specifying certain requirements of the Markets in Crypto Assets Regulation (MiCA) – first package dated 25 March 2024 (ESMA18-72330276-1634), Annex VII) (RTS on Complaints Handling by CASPs).
Here is a step-by-step guide to help you understand how to file a complaint. Filing a complaint is free of charge.
Step 1: Identify the issue
First, make sure you clearly understand what your complaint is about. It could be related to unfair practices, misleading information, or any other issue you have encountered with Acheron.
Step 2: Gather information
Collect all relevant information related to your complaint. This includes:
Your personal details;
Description of the complaint;
Relevant documentation;
Crypto-asset service to which the complaint relates;
Timeline of the incident.
Step 3: Contact Acheron
Before escalating the issue, you could try to resolve the issue directly with the customer service department of Acheron. If this does not help, you could officially file a complaint with Acheron.
Step 4: Provide necessary information
Officially filing a complaint can be done by providing the information as set out below or by using the Template for the Submission of Complaints under this link of Acheron’s website. This template ensures that all necessary information is included.
The information to be provided includes:
Your personal details: full name, contact details (address, telephone number and email), and, where applicable, your registration or ID number with Acheron.
Description of the complaint: clear and concise description of the complaint, including any relevant details such as transaction dates, amounts and any prior communication related to the issue.
Relevant documentation: copies of all relevant documents supporting the facts mentioned in the complaint, insofar as Acheron does not have these documents itself.
Crypto-asset service to which the complaint relates: including the name of Acheron, a service reference number, or other identifying references to the relevant transactions.
Timeline of the incident: dates of the events that led to the complaint, providing a clear timeline of the incident.
You may file your complaint in one of the languages used by Acheron to market its services or communicate with clients (i.e. English), the home Member State (i.e. Dutch) or the host Member States (i.e. all Member States where Acheron provides its services, where different from the home Member State) that are also official languages in the Union.
Step 5: Submit your complaint
You can file your complaint with Acheron’s Complaints Officer (Mr. Edrik Sofjan). You can submit your complaints through the following channels:
Postal address: Keizersgracht 555, 2nd Floor, Amsterdam, 1017 DR, Netherlands.
Step 6: Allow time for resolution
Acheron will acknowledge the receipt of your complaint within 5 business days and will provide a substantive response within 40 business days, pending receipt by Acheron of all requested information and documents as required to assess the complaint.