Source: OJ L, 2025/294, 13.2.2025

Article 8 Procedures to ensure consistent complaints-handling

Summary What does Article 8 of the RTS on CASP complaints handling say?

Article 8 sets out a data monitoring obligation for crypto-asset service providers, requiring them to continuously analyse data generated through their complaints-handling process.

Rather than treating complaints as isolated events, this article establishes an ongoing review function, ensuring that providers track performance and patterns across the entire complaints lifecycle.

This article connects directly to the broader complaints-handling framework established in earlier articles, effectively closing the loop by requiring providers to measure how well that framework is operating in practice.

Important points:

Continuously analyse your complaints-handling data — this is an ongoing obligation, not a periodic one.
The data to be tracked spans four areas: average processing times at each stage, the number of complaints received and instances of non-compliance with your own time limits, complaint topic categories, and investigation outcomes.
This analysis feeds into the reporting obligation to the management body referenced in Article 2, making it a key accountability mechanism within the overall complaints framework.

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

Crypto-asset service providers shall analyse on a continuous basis complaints-handling data. Such data shall include all of the following:

the average processing time, for the relevant period under consideration, for each step of the complaints handling procedure, including acknowledgement, investigation, response time;
the number of complaints received, for the relevant period under consideration, and for each step of the complaints handling procedure, the number of complaints where the crypto asset service provider did not comply with the maximum time limits set out in its complaints handling procedure;
the categories of the topics to which complaints relate;
outcomes of investigations.

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