Source: OJ L, 2025/294, 13.2.2025

Article 3 Moyens et langue pour introduire des réclamations

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. Les prestataires de services sur crypto-actifs veillent à ce que les clients soient en mesure d’introduire des réclamations par voie électronique ou sur support papier.
1. Les prestataires de services sur crypto-actifs veillent à ce que les clients soient en mesure d’introduire des réclamations dans:
  1. les langues utilisées par le prestataire de services sur crypto-actifs pour commercialiser ses services ou communiquer avec ses clients;
  2. les langues officielles de l’État membre d’origine et des États membres d’accueil qui sont également des langues officielles de l’Union.

Table of contents

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Relevant recitals