Article 7 Communication with complainants

This article sets out the communication standards that crypto-asset service providers must follow when corresponding with complainants throughout the complaints-handling process.

It builds directly on the procedural steps established in Articles 4, 5, and 6, ensuring that the substance of those interactions is delivered in an accessible and appropriate manner.

The article covers two key dimensions: the clarity of language used and the language in which communications must be made.

Important points:

• Use clear and plain language in all communications with complainants during the complaints-handling process.
• All written communications must be made in the language the complainant used to file their complaint, provided that language is one of those listed under Article 3(2).
• Communicate in writing by electronic means as the default, but switch to paper form upon the complainant's request.