The EIB Complaints Mechanism - Operating Procedures

Date: 14 November 2012

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The present Complaints Mechanism Operating Procedures (CMOP), fully implementing the Complaints Mechanism Principles, Terms of Reference and Rules of Procedure (CMPTR), aim at clarifying, improving and formalising current processes, to facilitate, streamline and better ensure handling of complaints, and facilitate a better cooperation among the Bank's services themselves and between the Bank's services and other relevant stakeholders.

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http://www.eib.org/infocentre/publications/all/complaints-mechanism-operating-procedures.htm