Complaints Mechanism 2024 annual report

Description

The 2024 Complaints Mechanism Annual Report highlights the key achievements of the European Investment Bank (EIB) Group’s accountability mechanism in addressing public concerns related to EIB-financed projects and activities.

With 113 cases handled and 80 closed in 2024 – a 33% increase from the previous year – the Complaints Mechanism continued to ensure that individuals and communities affected by the Bank’s operations had their voices heard. The report reflects a year of enhancements brought to efficiency, monitoring and responsiveness.

A major milestone in 2024 was the launch of an external review of the Complaints Mechanism by a panel of independent experts. The review assesses the Complaints Mechanism’s effectiveness in delivering on its mandate and will help determine whether the current policy, adopted in 2018, should be revised.

Throughout the year, the Complaints Mechanism also

• conducted site visits;
• held in-person meetings with complainants, project promoters and other key stakeholders in different countries;
• initiated monitoring visits for selected compliance cases.

Structured around the Complaints Mechanism’s core functions – complaints investigation, dispute resolution and monitoring – the report also outlines several outreach initiatives aimed at raising awareness of the mechanism’s role and the importance of accountability in development finance.