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For the sake of transparency, complaints are considered to be non-confidential. A non-confidential treatment means that the EIB Group has permission to disclose the information communicated in any representations to the relevant internal and external parties for the handling of the complaint. However, complainants have the right to indicate in their communication that their complaint should be treated confidentially. Complainants are invited to expressly indicate if they wish to keep the complaint confidential.

Complaints may contain personal data relating to the complainant, or to a third party. The processing of personal data by the EIB is governed by Regulation (EU) 2018/1725.

Access to information concerning any document related to the complaint is subject to the provisions of the EIB Group’s Transparency Policy.

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