Earlier today the Board of the EIB approved a revised Complaints Mechanism policy. This is intended to further improve handling of complaints, strengthen accessibility of the independent Complaints Mechanism and ensure a more timely response.

• Revised EIB Group Complaints Mechanism Policy confirmed following public consultation
• Policy reflects feedback from 30 stakeholders, civil society and the European Ombudsman
• New procedure in place to handle project procurement complaints

Earlier today the Board of the European Investment Bank approved a revised Complaints Mechanism policy. This is intended to further improve handling of complaints, strengthen accessibility of the independent Complaints Mechanism and ensure a more timely response.

Following adoption of the revised policy, the EIB will also create a new procedure to handle project procurement complaints separate from other issues.

“The European Investment Bank supports transformational investment around the world and is committed to engaging responsibly with all stakeholders. The EU Bank’s robust accountability framework ensures the right of any stakeholder who believes we have failed to honour our commitments to be heard and to complain. A comprehensive public consultation has helped to make our Complaints Mechanism policy more user friendly and accessible. The Board has approved the revised Complaints Mechanism policy today. Over the coming months the European Investment Bank will increase awareness of the improved complaints process through dedicated outreach”, said Werner Hoyer, President of the European Investment Bank.

Lessons learnt from complaints procedures in place since 2010

When developing the revised Complaints Mechanism policy, the EIB took into consideration written contributions from 30 stakeholders and the European Ombudsman.

This was the tenth public consultation exercise carried out by the EIB, seeking to identify lessons learnt from complaints procedures in place since 2010. 

New separate complaints procedure for project procurement

Reflecting the fundamental difference of procurement, the EIB has set up a new dedicated Project Procurement Complaints System to ensure more effective and independent handling of related grievances.

New Complaints Mechanism based on presumption of disclosure

The publication regime for complaints will be changed from a presumption of confidentiality to a presumption of disclosure, in line with the EIB’s Transparency Policy.

Confidentiality of complaints will be maintained in specific situations, such as to avoid potential retaliation or when requested by the complainant.

The Complaints Mechanism gives a voice to external stakeholders and provides the public with a tool enabling pre-emptive resolution of disputes in projects financed by the EIB Group.