Search En
  • FR
  • DE
menu en ClientConnect
Close ClientConnect
Search
Search
  • Who we are
  • back
    • Overview
    • back
      • EIB Global
      • back
        • EU climate bank
        • back
          • EIB at a glance
          • back
            • Overview
            • Our priorities
            • Our initiatives
            • Tackling global challenges together
            • Partners
            • Part of the EU family
          • Governance and structure
          • back
            • Overview
            • Shareholders
            • Statutory bodies
            • Control and evaluation
            • Organisation structure
          • Corporate responsibility
          • back
            • Overview
            • Providing finance
            • Borrowing
            • Human rights and the EIB
            • Reporting on sustainability
            • Our internal commitment
            • Managing our environment
          • Transparency, accountability and access to information
          • back
            • Overview
            • Transparency and access to information
            • EIB Group Complaints Mechanism overview
            • Project procurement complaints
            • Investigating fraud and misconduct
            • Evaluation
          • Public consultations
          • back
            • EIB Institute
            • back
            • What we offer
            • back
              • Overview
              • back
                • Loans
                • back
                  • Overview
                  • Loans for the public sector
                  • Framework loans for the public sector
                  • Loans for the private sector
                  • Intermediated loans for SMEs, mid-caps and other priorities
                  • Microfinance
                • Equity
                • back
                  • Overview
                  • Venture debt
                  • Investments in infrastructure and environmental funds
                  • Investments in SME and mid-cap funds
                • Guarantees
                • back
                  • Overview
                  • Credit enhancement for project finance
                  • Guarantees in support of SMEs, mid-caps and other objectives
                • Advisory services
                • back
                  • Overview
                  • Strategic Development
                  • Market Development
                  • Project Development
                • Mandates and partnerships
                • back
                  • Overview
                  • InvestEU
                  • European Guarantee Fund
                  • EU Blending facilities
                  • Donor partnerships
                  • Shared management funds and financial instruments
                  • EFSD Guarantee
                  • All mandates and partnerships
              • Projects
              • back
                • Overview
                • back
                  • Global investment map
                  • back
                    • Our projects
                    • back
                      • All projects
                      • Projects to be financed
                      • Financed projects
                    • Our regions of activity
                    • back
                      • Overview
                      • Enlargement countries
                      • European Union
                      • European Free Trade Association
                      • Southern Neighbourhood
                      • Eastern neighbourhood countries
                      • Sub-Saharan Africa, the Caribbean and the Pacific
                      • Asia and Latin America
                      • The EIB in the Americas and the Caribbean
                      • Central Asia
                      • United Kingdom
                    • Our sectors
                    • back
                      • Overview
                      • Agriculture
                      • Digital economy
                      • Forestry
                      • Health and life science
                      • Energy
                      • Transport
                      • Urban development
                      • Regional development & cohesion
                      • Education and training
                      • Water and wastewater management
                      • Solid waste management
                    • Project cycle
                    • back
                      • Evaluation
                      • back
                      • Media centre
                      • back
                        • Overview
                        • back
                          • Newsroom
                          • back
                            • Overview
                            • All releases
                            • Press contacts
                          • Stories and essays
                          • back
                            • Overview
                            • Stories
                            • Essays
                            • Podcasts
                            • All Cartoons
                          • Video library
                          • back
                            • Events
                            • back
                              • Newsletter
                              • back
                                • Public register
                                • back
                                  • EIB surveys
                                  • back
                                    • Overview
                                    • EIB climate survey
                                  • Picture library
                                  • back
                                    • Infographics
                                    • back
                                      • Our logo
                                      • back
                                      • Publications and research
                                      • back
                                        • Overview
                                        • back
                                          • Publications
                                          • back
                                            • Our research
                                            • back
                                              • Overview
                                              • Economic analysis
                                              • Surveys and data
                                              • Assessing EIB impact
                                              • Stories - Economics
                                              • Economic conferences and research networks
                                            • EIB open data
                                            • back
                                              • Open learning
                                              • back
                                              • Work with us
                                              • back
                                                • Overview
                                                • back
                                                  • Careers
                                                  • back
                                                    • Overview
                                                    • Diversity and Inclusion
                                                    • Our recruitment process explained
                                                    • Internships
                                                  • Investor Relations
                                                  • back
                                                    • Overview
                                                    • Our funding
                                                    • Climate Awareness Bonds
                                                    • Sustainability Awareness Bonds
                                                    • Recent issues
                                                    • Outstanding issues
                                                    • Investor relations news
                                                    • Investor relations publications
                                                    • Investor relations newsletters
                                                  • Civil society and stakeholder engagement
                                                  • back
                                                    • Procurement
                                                    • back
                                                      • Contact us
                                                      • back
                                                      • Easy-to-read
                                                      • back
                                                          back
                                                          • The EIB at a glance
                                                          • back
                                                            • The EIB and development
                                                            • back
                                                              • The EIB COVID-19 response
                                                              • back
                                                                • The EIB climate action
                                                                • back
                                                                  • The EIB and SMEs
                                                                  • back
                                                                    • The EIB and Ukraine
                                                                    • back
                                                                    Results
                                                                    Top 5 search results See all results Advanced search
                                                                    Top searches
                                                                      Most visited pages
                                                                          • Home
                                                                            • Who we are
                                                                            • What we offer
                                                                            • Projects
                                                                            • Media centre
                                                                            • Publications and research
                                                                            • Work with us
                                                                            • Easy-to-read
                                                                          • Publications and research
                                                                            • Publications
                                                                            • Our research
                                                                            • EIB open data
                                                                            • Open learning
                                                                          • Publications
                                                                            • Find a publication

                                                                          EIB Group Complaints Mechanism Policy

                                                                          • Publication information

                                                                            13 Nov 2018

                                                                          • English (EN)
                                                                          • français (FR)
                                                                          • Deutsch (DE)
                                                                          • български (BG)
                                                                          • čeština (CS)
                                                                          • dansk (DA)
                                                                          • ελληνικά (EL)
                                                                          • español (ES)
                                                                          • eesti keel (ET)
                                                                          • suomi (FI)
                                                                          • hrvatski (HR)
                                                                          • magyar (HU)
                                                                          • italiano (IT)
                                                                          • lietuvių kalba (LT)
                                                                          • latviešu valoda (LV)
                                                                          • Malti (MT)
                                                                          • Nederlands (NL)
                                                                          • polski (PL)
                                                                          • português (PT)
                                                                          • română (RO)
                                                                          • slovenčina (SK)
                                                                          • slovenščina (SL)
                                                                          • svenska (SV)

                                                                          Description

                                                                          The EIB Group Complaints Mechanism is a public accountability tool, part of the institutional context of the European Union. It enables alternative and pre-emptive resolution of disputes between complainants and the EIB Group. In addition, the Complaints Mechanism assists the EIB Group, for the common purpose of good administration, by advising on possible improvements to the implementation of its activities.

                                                                          One of the main objectives of the EIB Group Complaints Mechanism is to ensure the right to be heard and the right to complain of EIB Group stakeholders, thus giving voice to their concerns regarding maladministration.

                                                                          Addressing  complaints of any kind is a Group-wide responsibility as it helps the EIB Group to enhance its performance and activities. For this purpose, and on the basis of a Memorandum of Understanding (MoU) signed with the European Ombudsman, the EIB Group has a two-tier Complaints Mechanism composed of an internal tier – the Complaints Mechanism Division – and an external one – the European Ombudsman. This two-tier system, with an external and independent body, makes the Complaints Mechanism unique amongst the multilateral development institutions.

                                                                          The French and German translations were revised in January 2022 to use gender-sensitive language. No amendments have been made to the original English version.

                                                                          Publications

                                                                          • EIB Group Complaints Mechanism Procedures

                                                                          Press

                                                                          • EIB Group Complaints Mechanism Procedures

                                                                          Other publications you may like...

                                                                          27 November 2023

                                                                          EIB Global’s approach to a just transition and just resilience

                                                                          This document presents the overarching approach through which EIB Global, together with partners, can support countries, clients and organisations in pursuing a just transition and a just resilience.
                                                                          Development
                                                                          27 November 2023

                                                                          The EIB Group Paris alignment framework - Low carbon: Version 1.1

                                                                          Version 1.1 November 2023 - Supporting alignment of new EIB Group operations with the temperature goal of the Paris Agreement
                                                                          Climate action and environment
                                                                          27 November 2023

                                                                          The EIB Group PATH Framework: Version 1.2

                                                                          Version 1.2 November 2023 - Supporting counterparties on their pathways to align with the Paris agreement
                                                                          Climate action and environment
                                                                           
                                                                            GET OUR NEWSLETTER

                                                                          Receive updates of the EIB Group’s activities in Europe and around the world.

                                                                          Thank you for subscribing.
                                                                          Next
                                                                           
                                                                           
                                                                          Please use a valid email address
                                                                          European Investment Bank

                                                                          © European Investment Bank 2023

                                                                          Information
                                                                          • Work with us
                                                                          • Investor relations
                                                                          • Contact
                                                                          • Fraud warning
                                                                          • Privacy
                                                                          • Terms of use
                                                                          GET OUR NEWSLETTER

                                                                          Receive updates of the EIB Group’s activities in Europe and around the world.

                                                                          Next
                                                                           
                                                                           
                                                                          Please use a valid email address
                                                                          Thank you for subscribing to the European Investment Bank’s monthly newsletter.
                                                                                     
                                                                           
                                                                           

                                                                          Our website uses anonymised cookies to give you the best browser experience and to collect aggregated statistics. This does not include online advertising cookies.

                                                                          Manage cookies  
                                                                           

                                                                          Cookies on our Careers Section

                                                                          Our website uses anonymised cookies to give you the best browser experience and to collect aggregated statistics. If you agree, this website section will also include third-party cookies used in online advertising.

                                                                          Manage cookies  
                                                                           
                                                                          Latest news on EIB's support for Ukraine