{"release":{"id":"a4f2a0495fe55b47323883f82977a9b34ab66171ec9623e39925d3a7045b6c81","published":"2026-11-01T16:41:30Z","pinned":false},"limits":{"coverage":{"history":"current_only","held_since":"2026-10-26","gaps":[],"covered":["2025/305 — RTS — CASP Authorisation Info [in force] L2"],"not_covered":["national guidance","court decisions"]},"freshness":{"release_id":"a4f2a0495fe55b47323883f82977a9b34ab66171ec9623e39925d3a7045b6c81","release_published":"2026-11-01T16:41:30Z","checked_at":"2026-10-26","checked_against":"EUR-Lex"},"truncation":null,"failures":[],"incomplete":[]},"page":{"path":"/mica/level-2/rts/regulatory-technical-standards-information-application-authorisation-crypto-asset-service-provider/articles/11","url":"https://www.headlesslaw.com/mica/level-2/rts/regulatory-technical-standards-information-application-authorisation-crypto-asset-service-provider/articles/11","title":"Article 11 — Complaints-handling 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Delegated Regulation (EU) 2025/305 · binding · OJ L, 2025/305, 31.3.2025 · dated 31 Oct 2024 [in force]","attribution":{"prepared_by":"European Commission","published_by":"Publications Office of the EU","published_in":"Official Journal of the European Union","document_type":"delegated_regulation","legal_nature":"binding_adopted","addressees":"not stated in the document","dates":{"document_date":"2024-10-31","published_on":"2025-03-31","entry_into_force":"2025-04-20","locators":{"document_date":"CELLAR 32025R0305 work_date_document","published_on":"CELLAR 32025R0305 official-journal-act_date_publication","entry_into_force":"CELLAR 32025R0305 resource_legal_date_entry-into-force (earliest)"}},"adoption":null},"context":{"act":{"work_id":"mica/level-2/rts/regulatory-technical-standards-information-application-authorisation-crypto-asset-service-provider","path":"/mica/level-2/rts/regulatory-technical-standards-information-application-authorisation-crypto-asset-service-provider","name":"Commission Delegated Regulation (EU) 2025/305","number":"2025/305","celex":"32025R0305","title_official":"COMMISSION DELEGATED REGULATION (EU) 2025/305 of 31 October 2024 supplementing Regulation (EU) 2023/1114 of the European Parliament and of the Council with regard to regulatory technical standards specifying the information to be included in an application for authorisation as a crypto-asset service provider (Text with EEA relevance)","document_date":"2024-10-31"},"position":{"kind":"article","key":"11","index":11,"articles":18,"annexes":0},"prev":{"path":"/mica/level-2/rts/regulatory-technical-standards-information-application-authorisation-crypto-asset-service-provider/articles/10","key":"10","title":"Article 10 — Segregation and safekeeping of clients’ crypto-assets and funds"},"next":{"path":"/mica/level-2/rts/regulatory-technical-standards-information-application-authorisation-crypto-asset-service-provider/articles/12","key":"12","title":"Article 12 — Custody and administration policy"},"act_anchor":"#art-11"}},"provenance":{"official_url":"https://eur-lex.europa.eu/eli/reg_del/2025/305/oj/eng","check":{"result":"matched","checked_at":"2026-10-26","against":"EUR-Lex"},"repo_path":"mica/level-2/rts/regulatory-technical-standards-information-application-authorisation-crypto-asset-service-provider.md","unit_text_sha256":"ce0674d79dfbe70ff1e953a8b3603704085faa718916be7f44aa2d60a445db77","note":"the unit is a byte-exact part of the act page, whose check record covers it"},"unit":{"locator":"mica/level-2/rts/regulatory-technical-standards-information-application-authorisation-crypto-asset-service-provider/art-11","kind":"article","key":"11","heading":"Article 11 — Complaints-handling procedures","text":"### <a id=\"art-11\"></a>Article 11 — Complaints-handling procedures\n\nFor the purposes of [Article 62(2)](../../articles/62.md), point (l), of Regulation (EU) 2023/1114, applicants shall provide to the competent authority a detailed description of their complaints-handling procedures, including all the following:\\\n<a id=\"art-11-p-a\"></a>a) information on the human and technical resources allocated to complaints handling;\\\n<a id=\"art-11-p-b\"></a>b) information on the person in charge of the resources dedicated to the management of complaints, together with a curriculum vitae stating relevant education, professional training and professional experience justifying the knowledge, skills, and experience for the discharge of the responsibilities allocated to that person;\\\n<a id=\"art-11-p-c\"></a>c) how the applicant ensures compliance with Commission Delegated Regulation establishing technical standards adopted pursuant to [Article 71(5)](../../articles/71.md) of Regulation (EU) 2023/1114;\\\n<a id=\"art-11-p-d\"></a>d) how the applicant will inform clients or potential clients of the possibility to file a complaint free of charge, where that information is available on the applicant’s website, or on any other relevant digital device that may be used by clients to access the crypto-asset services and the content of the information provided;\\\n<a id=\"art-11-p-e\"></a>e) the applicant’s record-keeping arrangements in relation to complaints;\\\n<a id=\"art-11-p-f\"></a>f) the timeline provided in the complaints-handling procedures of the applicant to investigate, respond and, where appropriate, take measures in response to complaints received;\\\n<a id=\"art-11-p-g\"></a>g) how the applicant will inform clients or potential clients of the available remedies;\\\n<a id=\"art-11-p-h\"></a>h) the procedural key steps of the applicant in deciding on a complaint and how the applicant will communicate that decision to the client or potential client that filed the complaint.\\\\\n\n","marks":[],"text_hash":"ce0674d79dfbe70ff1e953a8b3603704085faa718916be7f44aa2d60a445db77","revision":1}}