Complaints Mechanism overview

COMPLAINTS MECHANISM

Impact of the COVID-19 (Coronavirus) on the work of the EIB Group Complaints Mechanism

The coronavirus outbreak is having a profound impact on our lives and our world. We share our deepest sympathies and strength to those affected by the virus. We kindly inform you that access to the EIB Group Complaints Mechanism premises, and its mission travel, have been temporarily suspended until further notice. Also, access to project related information has become increasingly challenging to obtain.

Despite this, the EIB Group Complaints Mechanism continues to fulfil its mission through computer based tools and telephone. This includes registration of new complaints and work on ongoing cases. If you have any related questions or concerns please contact the EIB Group Complaints Mechanism by email (complaints@eib.org) or by directly contacting the complaints officer in charge.

The EIB Group consists of the European Investment Bank and the European Investment Fund (EIF). The Complaints Mechanism is a public accountability tool of the European Investment Bank Group. We listen to citizens when they have concerns about an EIB Group project, policy or activities.

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Giving citizens a greater voice in accountability

A large number of international financial institutions (IFIs), such as the EIB Group, have developed ways to give local communities a voice when their rights and interests are affected by IFI operations. The EIB Complaints Mechanism is member of the IFIs Independent Accountability Mechanisms (IAMs) network.

Discover in this video how these mechanisms work, and what they can do to ensure more sustainable and equitable development for everyone.

The complaints process

From admission to final outcome, discover the four stages of the typical complaints process, and what happens at each stage, or check the infographic.

Explore our cases

The Complaints Mechanism team works on cases in all EIB Group countries of operation. Since our creation, more than 500 cases have been registered and treated.

Explore cases

Frequently Asked Questions

Check the answers to these and other questions: Who can complain and what about? How to do it? What happens if you are not satisfied with the outcome?

Access FAQ

Submit a complaint

If you have a concern about an EIB Group project, policy or other activity, you can complain in writing directly to the Complaints Mechanism.

Find out how

For complaints filed before the Board decision, the previous Principles, Terms of Reference and Rules of Procedure and Operating Procedures remain applicable.

Highlights

Contact us

You can contact the Complaints Mechanism in the following ways:

complaints@eib.org
Phone: +352 437914005
Fax: +352 4379 63362
Complaints Mechanism, 98-100 Boulevard Konrad Adenauer, L-2950 Luxembourg

Publications

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