Source: OJ L, 2025/294, 13.2.2025

Artikel 8 Förfaranden för att säkerställa en konsekvent klagomålshantering

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.

Leverantörer av kryptotillgångstjänster ska kontinuerligt analysera data om hanteringen av klagomål. Sådana data ska omfatta följande:

Genomsnittlig handläggningstid, under den berörda perioden, för varje steg i förfarandet för klagomålshantering, vilket innefattar bekräftelse av mottagande, utredning och svarstid.
Antal klagomål som tagits emot under den berörda perioden, samt för varje steg i förfarandet för klagomålshantering det antal klagomål där leverantören av kryptotillgångstjänster inte hållit de maximala tidsfrister som anges i dess förfarande för klagomålshantering.
Kategorier av frågor som klagomålen gäller.
Resultat av utredningar.

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.