Complaints

Celsion Bank is committed to conducting its business in accordance with applicable legal and regulatory requirements and to maintaining the highest standards of integrity, transparency and client protection.

To support these principles, Celsion Bank provides dedicated channels for the submission of complaints and whistleblowing reports. All submissions are handled in a structured, impartial and confidential manner in accordance with applicable legal and regulatory requirements.

Complaints

Celsion Bank maintains appropriate and effective procedures for the fair, transparent and timely handling of complaints submitted by clients or other affected parties.

A complaint may relate to any dissatisfaction regarding the provision of services, including but not limited to:

• crypto-asset services within the meaning of Regulation (EU) 2023/1114 (MiCAR)  
• execution or processing of transactions  

• operational processes or service delivery  

• contractual terms, fees or charges  

• communication or professional conduct  

• potential breaches of legal or regulatory obligations  

Upon receipt of a complaint, Celsion Bank will:

• register the complaint in its internal complaints handling framework  

• acknowledge receipt within an appropriate timeframe  

• assess the matter objectively, consistently and impartially  

• request additional information where necessary  

• provide a reasoned response within a reasonable period  

• implement remedial measures where appropriate  

Complaints are handled in accordance with applicable legal and regulatory requirements, including MiCAR where relevant. Records of complaints are maintained for supervisory, governance and audit purposes.

File a complaint