Complaints, appeals, and crypto-asset conciliation
TESORA SpA has implemented a procedure in relation to the management of FORMAL COMPLAINTS relating to the services provided for crypto-assets in accordance with Regulation (EU) 2023/1114 (MiCA), with particular reference to Article 71, and Delegated Regulation (EU) 2025/294 (RD MiCA), with the intention of ensuring fair, transparent and timely treatment to protect our customers.
What is a complaint
Please note that this procedure is not part of the scope of requesting information or activities related to consultancy or technical support. For these activities, you can make use of the support service offered online by sending an email to the info.cripto@youradn.com or support.cripto@youradn.com email address , or through the support of your trusted advisor.
This section is intended for a formal complaint that reports a concrete disservice generated by our operations and that requires specific intervention and rapid attention from Tesora SpA in order to resolve the criticality.
How to file a complaint
In the event that a dispute arises between the Customer and Tesora SpA relating to products and services PROVIDED, the Customer may submit a complaint to YOURADN by filling out the appropriate form on the site, or by sending a communication (by registered mail with return receipt, ordinary
mail, e-mail, PEC or Fax) to one of the addresses indicated below:
TESORA SPA
UFFICIO RECLAMI
Via NAPO TORRIANI 31 – 20124 MILANO
Email: reclami.cripto@youradn.com – adress Pec: tesora_spa@legalmail.it
Alternatively:
You can send us the COMPLAINTS form filled in:
- Email: reclami@youradn.com
- PEC: tesora.spa@legalmail.it
- Online form:
- Ordinary mail: TESORA S.p.A. – Complaints Office, Via Napo Torriani 31, 20124 Milan (MI)
- YOURADN App: Assistance section > file a complaint SECTION 2 – COMPLAINANT’S IDENTIFICATION
DATA
DATI PERSONALI GESTITI SECONDO Regolamento (UE) 2016/679 (GDPR)
The personal data you provide will be processed by TESORA SpA in its capacity as Data Controller, to respond to your request through partially automated processes, which involve both human intervention and the use of artificial intelligence tools.
For more information on the processing of your personal data, click here
Response times
TESORA SPA will respond within:
- 60 calendar days from receipt of the complaint relating to the operations and services provided;
- 15 working days from receipt of the complaint regarding transfer, exchange services. If, in exceptional situations, TESORA SPA cannot respond within this deadline, it sends an interim response, indicating the reasons for the
delay and specifying the deadline within which the customer will obtain a definitive response, in any case not exceeding 35 working days.
This form allows you to submit a formal complaint to TESORA S.p.A. regarding the crypto-asset services we offer.
IMPORTANT: - The submission of the complaint is completely free of charge
- You will receive confirmation of receipt within 2 working days
- You will receive a final answer within 60 days (general services) or 15-35 days (payment services)
- If dissatisfied with the answer, he can turn to alternative dispute resolution bodies (ACF, Banking
and Financial Conciliator, etc.).
What to do if you are not satisfied with our response
If you are not satisfied with the response you will receive from TESORA, you have the right to contact the following bodies:
1. ARBITRATOR FOR FINANCIAL DISPUTES (ACF)
- Managed by: CONSOB
- Website: www.acf.consob.it
- Email: acf@consob.it
- Cost: Free
2. BANKING AND FINANCIAL CONCILIATOR (for payment services)
- Website: www.conciliatorebancario.it
- Phone: 06 8912.8080
- Free
3. . SUPERVISORY AUTHORITIES
- CONSOB: www.consob.it | consob@consob.it | Tel. 06 8477.1
- Bank of Italy: www.bancaditalia.it | servizio.tutela.utenza@bancaditalia.it
4. ORDINARY JUDGE
He always has the right to appeal to the competent judicial authority.
Per maggiori informazioni sui mezzi di ricorso disponibili: https://www.youradn.com/en/complaints-appeals-conciliation/