Article 8 Procédures visant à garantir la cohérence du traitement des réclamations

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.