corporate_banner_en

Complaints mechanism

Who we are
Some dates and figures
EIB impact: Boosting GDP and jobs
Chronology of the EIB
Governance and structure
Shareholders
Statutory bodies
Board of Governors
Ethics and Compliance Committee
Appointment Advisory Committee
Board of Directors
Board Committee on Staff Remuneration and Budget
Board Committee on Risk Policy
Board Committee on Equity Participation Policy
Management Committee
Audit Committee
Control and evaluation
Organisation structure
Corporate responsibility
Responsible finance
Responsible borrower
Our footprint
An employer of choice
Community engagement
Reporting on sustainability
G.R.I.
Compliance
Tax good governance
Accountability
Complaints mechanism
Cases
Admissibility
Procedure
Initial assessment
Investigation
Mediation
Consultation
Our response
Admissibility timing
Procedure summary
How to complain
FAQ
Fraud and corruption
How to report fraud or corruption
Part of the EU family
EFSI
EFSI project list
What is the European Fund for Strategic Investments?
Why a European Fund for Strategic Investments?
How does a project get EFSI financing?
Governance
Steering Board
Investment Committee
Tackling global challenges together
Together on forced displacement and migration
Together on infrastructure
Together on climate
Together on Gender equality and women’s economic empowerment
Partners
Civil society
Events
Consultations
Key policies and standards
Contacts
The EIB’s commitment to transparent lending
Banking community
Multilateral development banks
Universities
Jobs
Working for the EIB
Professional and managerial
Administrative and support
The GRAD programme
Secondments
Student jobs
Selection process
Current vacancies
FAQ - Jobs
Procurement
Economic research
European research hub
Our research
Surveys and data
Promoting dialogue
Assessing the macroeconomic impact of EIB activities

Complaints mechanism

We are committed to good administration and delivering positive results as laid out in our corporate responsibility policy. Our robust accountability framework ensures the right to be heard and the right to complain by any EIB stakeholder [1] who believes we have failed to honour these commitments.

Principles

The rules governing complaints were revised following extensive public consultation in order to make the process quicker and efficient. These are set out in three key documents:

A Memorandum of Understanding signed between the EIB and the European Ombudsman in 2008 sets the scene for the two stage complaints process and achieves a common understanding of purpose and consistency of application across its internal and external parts.

The Terms of Reference lay out the role of the EIB-CM, including its status, authority, responsibilities, rules of conduct and relationship with the European Ombudsman and the rest of the EIB. In addition, the Rules of Procedures have provisions regarding the different steps of the mechanism, such as admissibility, how to and about what to complain, and the methods of inquiry.

The Complaints Mechanism Operating Procedures implement the rules to: (i) clarify, improve and formalise current processes, (ii) facilitate and streamline handling of complaints, and (iii) facilitating better cooperation within the EIB and with stakeholders.

Who may complain?

Individuals, organisations or corporations affected by EIB activities can complain. Complainants do not need to be directly affected by the EIB decision, action or omission and are not required to identify the applicable rule, regulation or policy that may have been breached.

Subject of complaints

Complaints can be made about actions or decisions that stakeholders feel the EIB Group has carried out incorrectly, unfairly or unlawfully. These may concern:

  • Project preparation processes;
  • The social and environmental impacts of a project;
  • Arrangements for involvement of affected communities, minorities and vulnerable groups;
  • Project implementation;
  • Access to information;
  • Procurement procedures;
  • Human resources issues;
  • Customer relations;
  • Any other aspect of the planning, implementation, or impact of EIB projects.

Two levels of inquiry

Any member of the public has access to a two-tier procedure:

  1. Internal - Initially, the Complaints Mechanism Division (EIB-CM), which is operationally independent from the EIB’s other departments, will seek a solution and may advise the EIB on corrective action.
  2. External – Should EIB-CM fail to find a satisfactory response, the complaint can be referred to the European Ombudsman, a fully independent EU body.

Confidentiality

All complaints are handled confidentially. However, this can be waived by the complainant and the case handled publicly with related information made available in the EIB website.

Complaints procedure

For details about the complaints procedure, see these links

Admissibility check / registration
Standard and extended procedures
Initial assessment
Investigation
Mediation
Consultation
Response to the complainants
At what stage of the EIB project cycle are complaints admissible?
Complaints procedure summary
How to complain

Frequently Asked Questions

FAQ about the Complaints Mechanism


[1] Unless stated otherwise the term project stakeholders refer to the persons and entities with an interest in the project and participating in the complaints handling process: complainants, affected communities, project promoter, national authorities, interested Civil Society Organizations and EIB operational services.



 Print