Consultation on the draft new policy of the EIB Group’s Complaints Mechanism

Overview

The European Investment Bank Group (EIB Group) invites stakeholders and members of the public to contribute to the consultation of the draft new Complaints Mechanism Policy.

The Complaints Mechanism is the EIB Group’s public accountability tool. It enables individuals, communities and civil society organisations to raise concerns about EIB Group projects and activities and ensures that complaints are addressed in a transparent, independent and effective manner.

The EIB Group Complaints Mechanism is currently reviewing its policy following an independent external review commissioned in 2024. The review assessed the functioning of the Complaints Mechanism and provided recommendations on possible improvements. Based on this process, a new draft policy has been prepared and is now submitted for public consultation.

You will find all relevant documents at the bottom of this webpage.

Short introduction to the consultation by the EIB Group Complaints Mechanism:

Consultation period

The public consultation will run from 12 March to 19 May 2026.

Contributions can be submitted through this consultation page by 19 May 2026 (close of business CET time). Submissions are welcome in any language and any format.

Who can participate

All interested parties are welcome to contribute, including:

• Individuals and communities affected by EIB Group-financed projects

• Civil society organisations and non-governmental organisations

• EIB Group partners, including other international financial institutions, clients and project promoters

• Other Independent Accountability Mechanisms (IAMs)

• Researchers and experts in environmental and social matters, human rights and accountability

Consultation workshops

In addition to written submissions, stakeholders are invited to participate in consultation workshops:

• Online workshop 1: 25 March in the afternoon CET time (morning in America)

• In-person workshop in Brussels: 28 April (time to be confirmed)

• Online workshop 2: 30 April in the morning CET time (afternoon in Asia)

The registration form will be available on this webpage shortly. 

Workshops will be held in English. If you require translation, please contact us at cminfo@eib.org, and we will do our best to accommodate your request.

About the Complaints Mechanism

The EIB Group consists of the European Investment Bank (EIB) and the European Investment Fund (EIF).

Sustainable and inclusive development is at the heart of the EIB Group’s mission and lending strategy within the European Union and globally. As part of its operations, the EIB has adopted environmental and social standards that establish the requirements projects must meet throughout the EIB project life cycle.

The Complaints Mechanism enables individuals, communities and organisations to raise concerns about EIB Group projects and activities. It operates independently from the operational services responsible for projects and offers two core functions:

• Compliance Review – assessment of whether the EIB Group has complied with its policies and procedures, including recommendations for corrective action where necessary.

• Dispute Resolution – facilitation of dialogue between complainants and project promoters to help identify mutually acceptable solutions.

Complaints handled by the mechanism may relate to issues such as environmental impacts, community health and safety concerns, involuntary resettlement, access to information, or consultation in the context of EIB Group activities.

The Complaints Mechanism forms part of the EIB Inspectorate General.

Further information is available on the Complaints Mechanism Website and Complaints Mechanism 2024 annual report. 

Policy review process

According to the Complaints Mechanism Policy adopted in 2018, the policy should be reviewed at least every five years.

Following the external review completed in 2025 (please see report at the bottom of this webpage), the Complaints Mechanism initiated a formal policy review in June 2025. The draft revised policy published here reflects the outcome of this process.

The table below outlines the indicative timelines for the next steps in the policy review process. Please note that these timelines are tentative.

Why your views matter

Stakeholder input is an important part of the review of the EIB Group Complaints Mechanism Policy.

The EIB Group welcomes feedback from individuals, civil society organisations, project stakeholders, public authorities and other interested parties. Your views will help ensure that the revised policy remains clear, accessible and effective, and that it continues to strengthen the independence, transparency and effectiveness of the Complaints Mechanism.

All contributions received during the consultation will be carefully reviewed and will inform the finalisation of the revised policy.