Our Mission is to further the objectives of the European Union by making long-term finance available for sound investment.
The EIB Group promotes Corporate Responsibility through its mission and activities in the service of the European Union, through the way it implements these and through its internal management.
The EIB attaches great importance to engaging with civil society and building cooperative relations with its representatives.
The new Complaints Mechanism- Principles, Terms of Reference and Rules of Procedure was formalised in February 2010 in order to strengthen the complaints mechanism and to provide the public with a tool enabling alternative and pre-emptive resolution of disputes between the latter and the EIB.
The CMP applies to complaints regarding maladministration, which occurs when a member of the EIB Group fails to act in accordance with the applicable legislation and/or internal policies, fails to respect the principles of good administration or violates human rights.
The CMP provides any member of the public access to a 2-tier procedure, one internal and one external. The EIB Complaints Offices represents the internal part and is an operationally independent office with a double reporting line to the Secretary General and the Director of Strategy and Corporate Centre.
The CMP sets the rules of the mechanism, its structure and the basic procedural rules on the handling of complaints such as:
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