Complaints Mechanism Policy

The Policy sets out the basic rules governing the EIB Complaints Mechanism. This mechanism provides all the EIB’s stakeholders with a two-tier procedure enabling the alternative and pre-emptive resolution of disputes. The EIB Complaints Mechanism Policy applies to all complaints alleging maladministration. Maladministration occurs when the EIB Group fails to act in accordance with the applicable legislation and/or internal policies, fails to respect the principles of good administration or violates human rights.