The Complaints Mechanism is an accessible tool of public accountability that operates under these main guiding principles.
Two tier
Uniquely among international financial institutions’ independent accountability mechanisms, the Complaints Mechanism is part of a two-tier accountability function in association with the European Ombudsman. This allows complainants to bring their case to the European Ombudsman if they feel the outcome or the handling of the EIB-CM process is unsatisfactory.
Independent
The EIB-CM is part of the independent Inspectorate General (IG), headed by the Inspector General. The Head of the EIB-CM is the Principal of the EIB Group Complaints Mechanism and is, under the auspices of the independent Inspector General, responsible for the management, development, implementation, and monitoring of the Complaints Mechanism. Our complaints and mediation officers follow a strict code of conduct, which guarantees that all complaints are treated impartially and, when requested, with the strictest confidentiality.
Non-judicial
The Complaints Mechanism evaluates complaints according to EIB policies and legal frameworks. The CM’s complaints process is non-judicial and often quicker and less expensive than legal avenues, but it is not a court or legal instrument.
Solution-driven
The Complaints Mechanism focuses on whether the EIB Group complies with its internal policies and legal frameworks, and finding mutually agreeable solutions to problems between complainants and the EIB Group at the earliest opportunity.
Transparent
The Complaints Mechanism publishes information about the complaints it receives online in the Complaints Register and we report in detail about newly closed cases in our annual activity reports. Any publication of information related to the complaints is done in accordance to prevailing confidentiality and data protection rules.
Privacy statement
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