Public consultation on the EIB Group Complaints Mechanism Policy

Closed 29 Sep 2017

Opened 29 May 2017


On 29 May 2017, the European Investment Bank (EIB) launched a public consultation as part of the review of the Complaints Mechanism Principles, Terms of Reference and Rules of Procedure. The review process concluded with the adoption of a revised policy by the EIF’s Board of Directors on 12 November and the EIB’s Board of Directors on 13 November 2018.  We would like to take this opportunity to thank everyone who contributed to the process. 

The EIB Group Complaints Mechanism is a public accountability tool, part of the institutional context of the European Union. 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.

All relevant documentation regarding this public consultation can be found in the below table.

Matrix of key documents during public consultation

Event Date Documents

Launch of consultation


Background documents for information

Consultation meeting in Brussels


Publication of stakeholder contributions


Publication of EIB comments to stakeholder contributions


Publication of Consultation report


Publication of final draft document


Adoption of new document by EIB’s Board of Directors



  • Anyone from any background


  • Transparency
  • Accountability
  • Complaints Mechanism