Commission Delegated Regulation (EU) 2025/294 of 1 October 2024 supplementing Regulation (EU) 2023/1114

as it stood on 2026-08-07, permalink: /eu-eurlex/32025r0294/2026-08-07

Point-in-time view as at 2026-08-07. This version has been superseded, it applied 2024-10-01 → open. Jump to the version in force today or see exactly what changed next.

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Outline, 9 provisions

art_1 art_2 art_3 art_4 art_5 art_6 art_7 art_8 art_9

art_1 #art_1

Article 1

For the purposes of this Regulation, ‘complaint’ means a statement of dissatisfaction addressed to a crypto-asset service provider by one of its clients relating to the provision of one or more crypto-asset services.
The complaints-handling procedures referred to in Article 71(1) of Regulation (EU) 2023/1114 shall include all the following:

(a)	the conditions for the admissibility of complaints;

(b)	information that complaints are filed and handled free of charge;

(c)	a detailed description of how to file complaints, including:(i)information that complaints may be filed using the template set out in the Annex;(ii)information to be provided by the complainant;(iii)the identity and contact details of the person or department that complaints must be addressed to;(iv)the electronic platform, system, email or postal address where complaints must be filed;(v)the language or languages in which a client is allowed to file a complaint pursuant to Article 3;
(i)	information that complaints may be filed using the template set out in the Annex;
(ii)	information to be provided by the complainant;
(iii)	the identity and contact details of the person or department that complaints must be addressed to;
(iv)	the electronic platform, system, email or postal address where complaints must be filed;
(v)	the language or languages in which a client is allowed to file a complaint pursuant to Article 3;

(d)	description of the complaints-handling procedure, as specified in Articles 3 to 6;

(e)	the timeframe applied by the crypto asset service provider to the complaint-handling procedure, including acknowledging receipt of the complaint in accordance with Article 4, requesting additional information, where appropriate, investigating a complaint and communicating the decision on the complaint;

(f)	a short description of the arrangements for registering and keeping records of complaints and of measures taken in response thereto through a secure electronic system.

Crypto-asset service providers shall publish on their website an up-to-date description of the procedures for complaints-handling, as well as the standard template set out in the Annex, and ensure that both that description and that template are easily accessible on their website and on any other relevant digital device that may be used by clients to access the crypto-asset services. In addition, crypto asset service providers shall provide such description upon clients’ request and at the time of acknowledging receipt of complaints.
The description of the complaints handling procedure and the standard template set out in the Annex shall be published in all languages used by the crypto-assets service provider to market its services or communicate with clients.
The crypto-asset service provider shall adequately document the procedures for complaints handling and shall communicate such procedures to all its staff in relevant posts, through an adequate internal channel and provide appropriate training to that staff.
The crypto-asset service provider shall ensure that the procedures for complaints-handling are laid down and endorsed by its management body, which shall also be responsible for monitoring their proper implementation. The crypto-asset service provider shall ensure that the procedures for complaints handling are defined and endorsed by its management body, which shall also be responsible for monitoring their proper implementation.
The crypto-asset service provider shall ensure that the conditions a complaint shall meet to be considered admissible and complete are fair, reasonable and do not unduly restrict the rights of natural or legal persons to file a complaint. Such conditions shall not include the mandatory use of the template provided in the Annex to this Regulation.

art_2 #art_2

Article 2

Crypto-asset service providers shall dedicate adequate resources to the management of complaints.
The dedicated resources referred to in paragraph 1 shall have access to all relevant information.
The person in charge of the dedicated resources referred to in paragraph 1 shall report directly to the management body on the implementation and effectiveness of the complaints handling procedures, including the data referred to in Article 8, and on any measures taken or to be taken in response thereto.

art_3 #art_3

Article 3,

Crypto-asset service providers shall ensure that clients are able to file complaints by electronic means or in paper form.
Crypto-asset service providers shall ensure that clients are able to file complaints in:

(a)	the languages used by the crypto-assets service provider to market its services or communicate with clients;

(b)	the official languages of the home Member State and host Member States that are also official languages of the Union.

art_4 #art_4

Article 4

Crypto-asset service providers shall acknowledge receipt of a complaint and inform the complainant about whether the complaint is admissible without undue delay after having received the complaint.
Where a complaint does not fulfil the conditions of admissibility referred to in Article 1(2), point (a), crypto-asset service providers shall provide the complainant with a clear explanation of the reasons for rejecting the complaint as inadmissible.
The acknowledgment of receipt of a complaint shall contain all of the following:

(a)	The name, identity and contact details, including email address and telephone number, of the person to whom, or the department to which, complainants can address any query related to their complaint;

(b)	the date of receipt of the complaint;

(c)	a reference to the timeframe referred to in Article 1(2), point (e);

(d)	where an electronic complaint form is filed, a copy of the complaint.

art_5 #art_5

Article 5

Upon receipt of an admissible complaint, crypto-asset service providers shall, without undue delay after acknowledging receipt of the complaint, assess whether the complaint is clear and complete. In particular, crypto asset service providers shall assess whether the complaint contains all information required. Where a crypto-asset service provider concludes that a complaint is unclear or incomplete, it shall request any additional information necessary for the proper handling of the complaint.
Crypto-asset service providers shall seek to gather and examine all relevant information regarding a complaint. Crypto asset service providers shall not require from the complainant information that is already in their possession or that is legally required to be in their possession. Crypto-asset service providers shall keep the complainant duly informed about any additional steps taken to handle the complaint. Crypto asset service providers shall reply to reasonable information requests made by the complainant without any undue delay.

art_6 #art_6

Article 6

In its decision on a complaint, the crypto-asset service provider shall address all points raised in the complaint and shall state the reasons for the outcome of the investigation. That decision shall be consistent with any previous decision taken by the crypto-asset service provider in respect of similar complaints, unless the crypto-asset service provider is able to justify why a different conclusion is drawn.
Crypto-asset service providers shall communicate their decision on a complaint to the complainant without undue delay as soon as possible within the timeframe referred to in Article 1(2), point (e), and in any case within 2 months from the date the crypto-asset service provider has received the complaint.
Where, in exceptional situations, the decision on a complaint cannot be provided within the timeframe referred to in of Article 1(2), point (e) or within the 2 months of the date the complaint is received, crypto-asset service providers shall inform the complainant without undue delay about the reasons for that delay and specify the date of the decision.
Where the decision of the crypto-asset service provider does not satisfy the complainant’s demand or only partly satisfies it, the crypto-asset service provider shall clearly set out the reasoning of its decision and contain information on available remedies.

art_7 #art_7

Article 7

When handling complaints, crypto-asset service providers shall communicate with complainants in a clear and plain language that is easy for complainants to understand.
Any communication made by the crypto-asset service provider under Articles 4, 5 and6 that is addressed to a complainant shall be made in the language in which the complainant filed its complaint provided that the language used by the complainant is one of the languages referred to in Article 3(2). The communication shall be made in writing by electronic means, or upon the complainant’s request, in paper form.

art_8 #art_8

Article 8

Crypto-asset service providers shall analyse on a continuous basis complaints-handling data. Such data shall include all of the following:

(a)	the average processing time, for the relevant period under consideration, for each step of the complaints handling procedure, including acknowledgement, investigation, response time;

(b)	the number of complaints received, for the relevant period under consideration, and for each step of the complaints handling procedure, the number of complaints where the crypto asset service provider did not comply with the maximum time limits set out in its complaints handling procedure;

(c)	the categories of the topics to which complaints relate;

(d)	outcomes of investigations.

art_9 #art_9

Article 9

This Regulation shall enter into force on the twentieth day following that of its publication in the Official Journal of the European Union.

Provenance and validity dates, identifier, hash

as of	2026-08-07 → this version applied
valid	2024-10-01 → open publisher-asserted
type	REG_DEL Commission Delegated Regulation (EU) 2025/294 of 1 October 2024 supplementing Regulation (EU) 2023/1114 of the European Parliament and of the Council with regard to regulatory technical standards specifying the requirements, templates and procedures for the handling of complaints by the crypto-asset service providers
language	en
published	2024-10-01
lex_id	eu-eurlex:32025r0294:2024-10-01
record sha256	accb443f8f5b8b71974a42a56b4a6970b199cdc46025c23d0c40019fa2b5cace

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timeline next version (2024-10-01) →

tier	A, publisher-supplied validity dates
history begins	publisher
index built	2026-08-07T19:46:23Z · corpus 8d5e859
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