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MiCA Complaints Handling for CASPs: Supervisory Expectations under ESMA, EBA and CySEC

MiCA Complaints Handling for CASPs: Supervisory Expectations under ESMA, EBA and CySEC

Dates

  • • to
    Delivered Online
    €150+ VAT
    Book

Highlights

  • Live Online

  • 3 CPD Units | 3 Hours

The EIMF Live Online Learning Experience

Participants will receive access to the recorded sessions of the course.

EIMF subject-matter experts deliver engaging and interactive courses across a broad spectrum of areas, that can be enjoyed in the comfort of your own chosen environment. Read more

Course Overview 

The Markets in Crypto-Assets Regulation (MiCA) introduces a harmonised framework for crypto-asset service providers (CASPs) across the EU. Among its key elements is the establishment of robust complaint handling mechanisms, ensuring that investor rights are protected in an emerging digital asset landscape.

This programme equips participants with a foundational understanding of MiCA's complaints handling requirements, explores ESMA's central repository of NCA guidance, and provides a roadmap for CySEC-aligned implementation.

The course highlights the importance of preparing internal complaint policies, disclosure frameworks, and escalation processes before MiCA's full enforcement. By positioning complaint handling as both a regulatory obligation and a trust-building mechanism, CASPs can ensure investor confidence while avoiding supervisory pitfalls.

This session serves as a starting point for deeper learning once CySEC publishes official guidance.

Training Objectives

By the end of the course, participants will be able to:

  • Understand MiCA's overarching framework and complaints-related obligations for CASPs.

  • Identify how ESMA curates national guidance on MiCA complaints handling.

  • Assess gaps in current CIF/CASP practices against future MiCA expectations.

  • Draft preliminary complaint policies aligned with MiCA principles.

  • Explore disclosure and communication requirements for investors under MiCA.

  • Recognise the interplay between consumer protection and innovation in digital assets.

  • Develop a roadmap for aligning with CySEC's future MiCA-specific guidance.

Training Outline

Introduction

  • MiCA regulatory context and timeline

  • Role of CySEC and ESMA in implementation

Complaints Handling in MiCA

  • Key requirements for CASPs

  • ESMA's central list of NCA complaint links

  • Anticipated CySEC guidance

  • EBA Touchpoints: Complaint obligations for ART/EMT issuers and significant CASPs

Policy & Framework Readiness

  • Designing MiCA-aligned complaint policies

  • Disclosure, transparency, and investor rights

  • Internal governance responsibilities

Operational Considerations

  • Intake, escalation, and resolution workflows

  • SLA concepts for digital asset platforms

  • Leveraging RegTech for complaint monitoring

Strategic Outlook

  • Complaints as part of investor protection

  • Early preparation benefits: reputation and compliance resilience

  • Roadmap for CySEC's public guidance and firm-level alignment

Wrap-Up Discussion

  • Q&A: Identifying CASPs' immediate steps

Who Should Attend

The programme is ideal for:

  • Compliance Officers/Managers

  • Legal Counsels in CASPs

  • Risk and Governance Managers in digital asset firms

  • Senior Executives responsible for regulatory strategy

  • Product Managers of crypto-asset platforms

  • CySEC-supervised entities preparing for MiCA licensing

Training Style

This training is structured as an interactive briefing, combining regulatory interpretation with forward-looking insights. It uses short lectures, guided discussions, and roadmap exercises to help CASPs anticipate compliance expectations. The style emphasises practical readiness, ensuring participants leave with a clear action list for MiCA preparation.

CPD Recognition

This programme may be approved for up to 3 CPD units in Banking and Financial Regulation. Eligibility criteria and CPD Units are verified directly by your association, regulator or other bodies which you hold membership.

In-house Training

For groups within the same organisation, this course may be customized to meet any specific needs and delivered in-house.

Facilitators

  • Elias Tayeh

    Elias Tayeh

    Digital Finance Trainer

    Elias M. Tayeh is a senior digital finance strategist with over 20 years of experience advising regulators, financial institutions, and fintechs across MENA, West Africa, and Europe. He is Founder & CEO of Cedratech Consulting Services Ltd. (Cyprus) and Managing Director of Epic Payment Technologies Ltd. (Nigeria). Elias has extensive expertise in building compliant fintechs and payments platforms, and in implementing international standards including ISO 27001, PCI DSS, PSD2, and GDPR. He regularly designs and delivers trainings, lectures and capacity building workshops on digital finance, financial inclusion, risk and compliance, and RegTech/SupTech with institutions such as Frankfurt School of Finance & Management, GFA, Group and GOPA AFC.