Frequently Asked Questions
Who can complain?
All EIB stakeholders, individuals, organisations or corporations that have concerns about the EIB Group’s activities.
What can the complaint be about?
- Any action, lack of action and decision that is seen to do wrong, is unfair or unlawful.
- Access to information – for example, environment and social impact of projects, procurement procedures, human resource issues, customer relations, etc.
- Any aspect of the planning, implementation or impact of EIB projects
Which complaints are not admissible?
Complaints directed at another international or national authority or complaints that are already dealt with by another administrative or judicial review mechanism.
Allegations of fraud or corruption are dealt with by EIB Fraud Investigation.
Complaints with the objective of gaining unfair competitive economic advantage, or that are excessive, repetitive, clearly frivolous or malicious in nature.
If a complaint is inadmissible, the complainants are informed of the reasons and, where relevant, to whom they may address any on-going concerns.
What outcomes follow complaints?
Complainants need to clearly state what they expect to achieve. The outcome of a complaint may be: i) no problem found, ii) the problem has been solved during the complaint handling process, iii) no further action is required, iv) corrective action of existing EIB policies or procedures is recommended.
The EIB’s decision on the complaint is taken by the Management of the EIB on the basis of recommendations put forward by the EIB-CM Conclusions Report, but may differ from them.
Can a complainant appeal against an EIB decision?
The EIB Complaints Mechanism consists of two levels of inquiry:
- Internal – the complaint handled by the Complaints Mechanism which will try to find a solution to the case and will advise the EIB on corrective action, if necessary.
If the complainant is not satisfied with the decision of the EIB they can lodge a confirmatory complaint to ask the Complaints Mechanism to review the allegations, possibly in the light of new evidence.
- External – if the complainant is not satisfied with the conclusions of the Complaints Mechanism, they can turn to the European Ombudsman.
How long does it take to process a complaint?
The complainant will be informed within 10 working days whether the complaint is admissible. The final decision of the EIB will be communicated to the complainant within 40 working days following the acknowledgment of receipt of the complaint. This limit can be extended to 140 days in complex cases.