Transcription of Complaints Mechanism Operating Procedures
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Complaints Mechanism Operating Procedures
European Investment Bank Complaints Mechanism Operating ProceduresEuropean Investment Bank EIB Complaints Mechanism Operating Procedures August 2013 page 1 / 19 THE EIB Complaints Mechanism Operating Procedures European Investment Bank EIB Complaints Mechanism Operating Procedures August 2013 page 2 / 19 1. Background .. 3 2. Organisation .. 3 3. Categories of Complaints .. 4 4. Definition of maladministration .. 4 5. Procedural steps of Complaints handling .. 5 Reception of Complaints .. 6 Acknowledgement of receipt .. 6 Admissibility check/ 6 Notification to the Bank s services .. 6 Assessment/investigation (Standard procedure only) .. 7 Draft Conclusions Report .. 7 Consultation .. 8 Final Conclusions Report .. 8 Management Committee .. 8 Response to the complainants .. 9 Formal deadlines for complainants .. 9 Interim 9 6. Complaints regarding environmental and social impacts or governance aspects of operations/projects financed by the Bank Extended procedure.
The present Complaints Mechanism Operating Procedures (CMOP), fully implementing the CMPTR, aim (i) at clarifying, improving and formalising current processes, (ii) to facilitate, streamline and better ensure
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