Complaints mechanism overview

The EIB Group Complaints Mechanism is a public accountability tool, part of the institutional context of the European Union. It applies to operations and activities of the organisations that make up the EIB Group, including the EIF.

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.

Further to this, 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.

In order to strengthen and formalise its Complaints Mechanism, the EIB Group publishes the relevant Policy and Procedures regarding the handling of complaints from members of the public who are, or feel, affected by the EIB Group’s decisions, actions or omissions.

The EIB Group Complaints Mechanism Policy outlines the guiding principles and rules related to how the mechanisms work and what the complaints process entails from admission to final outcome.

The EIB Group Complaints Mechanism Procedures (CMOP) aims at clarifying, improving and formalising processes in order to facilitate, streamline, and better ensure handling of complaints. It also establishes the basis of cooperation among the Bank's services themselves and between the CM and other relevant stakeholders.

These publications are also available on the EIB website

Find out more

The complaints process

Frequently asked questions

Contact for the complaints mechanism


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