Source: OJ L, 2025/294, 13.2.2025

Article 2 Ressources consacrées au traitement des réclamations

Summary What does Article 2 of the RTS on CASP complaints handling say?

This article establishes the internal resourcing and accountability requirements for complaints handling.

It requires crypto-asset service providers to dedicate adequate resources to managing complaints, ensures those resources have access to all relevant information, and creates a direct reporting line to the management body.

The reference to Article 8 data in the reporting obligation ties this article to the broader complaints monitoring framework set out later in the regulation.

Important points:

Dedicate adequate resources to complaints management and ensure those resources have access to all relevant information.
The person leading those dedicated resources must report directly to the management body on the implementation and effectiveness of complaints handling procedures.
This reporting must include the data referred to in Article 8, as well as any measures taken or to be taken in response to complaints analysis.

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

1. Les prestataires de services sur crypto-actifs consacrent des ressources adéquates pour la gestion des réclamations.
1. Les ressources spécifiques visées au paragraphe 1 ont accès à toutes les informations pertinentes.
1. Le responsable des ressources spécifiques visées au paragraphe 1 rend directement compte à l’organe de direction de la mise en œuvre et de l’efficacité des procédures de traitement des réclamations, y compris des données visées à l’article 8, et de toute mesure prise ou à prendre pour y donner suite.

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.