Last updated: 13/11/2025
Young Platform S.p.A. has implemented a formal procedure for handling complaints related to crypto-asset services, in accordance with Regulation (EU) 2023/1114 (MiCA), with specific reference to Article 71, and Delegated Regulation (EU) 2025/294 (RD MiCA). The purpose is to ensure the fair, transparent and timely treatment of all complaints received.
When to submit a complaint
This section is strictly dedicated to the handling of formal complaints relating to crypto-asset services provided by Young Platform S.p.A.
If you require support, technical assistance, or general information, please visit the official Help Centre at:
support.youngplatform.com
A complaint is defined as a formal communication from a user (or their representative) regarding a specific issue connected to crypto services, which requires in-depth evaluation and a formal response.
Complaints are distinct from generic enquiries or suggestions, which fall outside the scope of this procedure.
Scope of application
This complaints procedure applies to all retail and institutional customers using Young Platform’s crypto services, including but not limited to:
- execution and transmission of orders
- placement and advice on crypto-assets
- custody, administration and transfer of crypto-assets
- operation of crypto-asset trading platforms
- and other services as defined under the MiCA framework
How to submit a complaint
Customers may submit complaints free of charge and without excessive formalities, in Italian, English or French, by completing:
- The Online Form available at: young-documents/YoungPlatform-Complaint-Form.pdf
Once completed, the form may be submitted via one of the following official channels:
- Dedicated email: [email protected]
- Certified email (PEC): [email protected]
- Registered post with return receipt, addressed to:
To the attention of the Complaints Office
Young Platform S.p.A.
Via Francesco Cigna 96/17, 10155 Turin (TO), Italy
The complaint must include at least:
- identifying information of the complainant
- a detailed description of the issue
- any supporting documentation
- preferred method for receiving the response
The complaint submission form can be downloaded at:
young-documents/YoungPlatform-Complaint-Form.pdf
Response times
Young Platform will acknowledge receipt of the complaint within 7 business days, providing:
- the assigned protocol number
- the expected timeframe for a response
- contact details for the competent office
A final response will be provided within two months from the date of receipt, unless there are duly justified exceptional circumstances.
If the information provided is incomplete or insufficient for a thorough evaluation, Young Platform may contact the complainant to request additional documentation, clearly specifying the required elements needed to proceed with the review.
Complainant rights
This procedure guarantees the customer:
- the right to fair and non-discriminatory treatment
- the right to receive a clear, reasoned and timely response
- the right to free access to alternative dispute resolution mechanisms
Personal data protection and operational security
Young Platform processes all personal data collected in connection with complaints in compliance with Regulation (EU) 2016/679 (GDPR), ensuring the protection, confidentiality and integrity of all information provided.
Additionally, in line with Regulation (EU) 2022/2554 (DORA), the company adopts appropriate measures to ensure operational security, service continuity, and the digital resilience of all complaint management activities.
Alternative dispute resolution
If the response is not satisfactory or is not received within the prescribed timeframe, the customer may:
- Refer the matter to a competent ADR body (Alternative Dispute Resolution) for crypto-asset services
- File a complaint with Consob for alleged breaches of the MiCA Regulation. Instructions are available at:
https://www.consob.it/web/consob-and-its-activities/micar-investors-complaints - Initiate legal proceedings before the competent judicial authorities
