Source: OJ L, 2025/294, 13.2.2025

Article 3, Means and language for filing complaints

Summary What does Article 3 of the RTS on CASP complaints handling say?

This article sets out the practical accessibility requirements for the complaints filing process, building directly on the complaints-handling framework established in Article 1.

It covers two core dimensions of accessibility: the format in which complaints can be submitted, and the languages in which clients are entitled to submit them.

The language obligation is notably broad, covering not only the languages a provider uses to market or communicate with clients, but also the official EU languages of both the provider's home Member State and any host Member States where it operates.

Important points:

Ensure clients can file complaints by electronic means or in paper form.
Accept complaints in all languages used to market services or communicate with clients.
Also accept complaints in the official EU languages of both the home Member State and any host Member States where services are provided.

Springlex's summary of the article, a reading aid, not a substitute for the legal text.

1. Crypto-asset service providers shall ensure that clients are able to file complaints by electronic means or in paper form.
1. Crypto-asset service providers shall ensure that clients are able to file complaints in:
  1. the languages used by the crypto-assets service provider to market its services or communicate with clients;
  2. the official languages of the home Member State and host Member States that are also official languages of the Union.

Table of contents

Springlex and this text is meant purely as a documentation tool and has no legal effect. No liability is assumed for its content. The authentic version of this act is the one published in the Official Journal of the European Union.

Relevant recitals