2.

As part of their internal complaint-handling system, providers of online intermediation services shall: duly consider complaints lodged and the follow-up which they may need to give to the complaint in order to adequately address the issue raised; process complaints swiftly and effectively, taking into account the importance and complexity of the issue raised; communicate to the complainant the outcome of the internal complaint-handling process, in an individualised manner and drafted in plain and intelligible language.

← art_11__para_1__point_c__text_1 · All articles · art_11__para_2__text_1 →

Source: EUR-Lex (Cellar) · retrieved 2026-09-25 · Text as adopted (Official Journal); later amendments are not incorporated in this text.