Implications of Act 10 2025 for customer services in financial services new rules of the game

The entry into force of Act 10/2025 (the Customer Service Act, CSA) sets a reinforced framework for customer service across the financial sector. It broadens the entities required to operate a Customer Service Department (CSD), strengthens organisational and complaints‑handling rules, and amends Act 44/2002. A general 12‑month transition applies.

This article offers a clear, practical overview of what’s new for financial services providers. Highlights include:

• Wider subjective scope: more entities must maintain a CSD.
• Accessibility and personalised service requirements, with multi‑channel availability and limits on exclusive use of automated systems.
• Enhanced organisational duties and complaints/claims procedures, including timelines and functional separation of the CSD.
• Transitional regime granting entities 12 months to adapt.

If your organisation operates in financial services, the full article will help you understand the changes, assess impact and plan your roadmap to CSA compliance.