Article 11 — Internal complaint-handling system
P2B Regulation, Regulation (EU) 2019/1150
What does P2B Article 11 say?
Short answer, straight from the official text
1. Providers of online intermediation services shall provide for an internal system for handling the complaints of business users. That internal complaint-handling system shall be easily accessible and free of charge for business users and shall ensure handling within a reasonable time frame.
Source: P2B Regulation, Regulation (EU) 2019/1150, read 2026-10-13.
| In the act | EU 2019/1150 |
| CELEX | 32019R1150 |
| Read on | 2026-10-13 |
Official text
Read from the EU Publications Office for this CELEX number. The wording stands as published; nothing here is rewritten or summarised.
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1. Providers of online intermediation services shall provide for an internal system for handling the complaints of business users.
That internal complaint-handling system shall be easily accessible and free of charge for business users and shall ensure handling within a reasonable time frame. It shall be based on the principles of transparency and equal treatment applied to equivalent situations, and treating complaints in a manner which is proportionate to their importance and complexity. It shall allow business users to lodge complaints directly with the provider concerned regarding any of the following issues:
(a) alleged non-compliance by that provider with any obligations laid down in this Regulation which affects the business user lodging the complaint (‘the complainant’);
(b) technological issues which relate directly to the provision of online intermediation services, and which affect the complainant;
(c) measures taken by, or behaviour of, that provider which relate directly to the provision of the online intermediation services, and which affect the complainant.
2. As part of their internal complaint-handling system, providers of online intermediation services shall:
(a) 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;
(b) process complaints swiftly and effectively, taking into account the importance and complexity of the issue raised;
The article continues in the official text.
The same rule in other acts
These articles carry the same official heading. The wording is not identical; read each text at its own source.
- DSA Article 20 — Internal complaint-handling system
Who does this apply to
The register names five roles. Open a role to see the duties this act places on it, each row with its article and its source.
Does this apply to us?
- Do ai governance rules apply to an online marketplace?
- Do personal data rules apply to an online marketplace?
- Do cross-border data rules apply to an online marketplace?
- Do cybersecurity rules apply to an online marketplace?
- Do health data rules apply to an online marketplace?
- Do online platforms rules apply to an online marketplace?
All roles in the register · All questions by role
The text is quoted from the official source and is not legal advice. A national court reads the language version that binds in its jurisdiction.
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