Source: OJ L, 2025/294, 13.2.2025

Article 7 Communication avec les réclamants

Summary What does Article 7 of the RTS on CASP complaints handling say?

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.

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

1. Lors du traitement des réclamations, les prestataires de services sur crypto-actifs communiquent avec les réclamants dans un langage clair et simple qui est facile à comprendre pour ces derniers.
1. Toute communication qu’un prestataire de services sur crypto-actifs adresse à un réclamant au titre des articles 4, 5 et 6 s’effectue dans la langue dans laquelle celui-ci a introduit sa réclamation, pour autant que cette langue soit l’une des langues visées à l’article 3, paragraphe 2. Cette communication s’effectue par écrit et par voie électronique ou, à la demande du réclamant, sur support papier.

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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.