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.