Project Complaint to PCM

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Step 1: Details of the Complaint
Name of the Person(s) or Organisation(s) filing the Complaint ("the Complainant") *
Address of the Complainant *
Country *
Phone Number*
Email address*
Is there a representative making this Complaint on behalf of the Complainant?* Yes No
If yes, please provide the Name and Contact information of the Representative

Please attach proof that the Representative has been authorised by the Complainant to file the Complaint. For example, this can be in the form of a letter signed by the Complainant giving permission to the Representative to make the Complaint on his behalf.
Are you requesting that this Complaint be kept confidential?* Yes No
If yes, please explain why you are requesting confidentiality
Please provide the name or a description of the EBRD Project at issue.*
Please describe the harm that has been caused or might be caused by the Project.*
Step 2: Problem-solving Initiative

If you are requesting the PCM's help through a Problem-solving Initiative, you must have made a genuine effort to contact the EBRD or Project Sponsor (Client) regarding the issues in this complaint.

Have you contacted the EBRD to try to resolve the harm caused or expected to be caused by the Project? * Yes No
If yes, please list when the contact was made, how and with whom

Please also describe any response you may have received

Please provide a record of this contact with the EBRD, as instructed at the end of this form.
Have you contacted the Project Sponsor (Client) to try to resolve the harm caused or expected to be caused by the Project? * Yes No
If yes, please list when the contact was made, how and with whom

Please also describe any response you may have received

Please provide a record of this contact with the Project Sponsor (Client), as instructed at the end of this form.
If you have not contacted the EBRD and/or Project Sponsor (Client) to try to resolve the harm or expected harm, please explain why.
Step 3: Additional information

Although not required, it would be helpful to the PCM if you could also include the following information:

If you believe the EBRD may have failed to comply with its own policies, please describe which EBRD policies.
Please describe any other complaints you may have made to try to address the issue(s) at question (for example, court cases or complaints to other bodies).
Are you seeking a Compliance Review where the PCM would determine whether the EBRD has failed to comply with a Relevant EBRD Policy in respect of an approved Project? Yes No
Are you seeking a Problem-solving Initiative which has the objective of restoring a dialogue between you and the Project Sponsor (Client) to resolve the issue(s) underlying your Complaint without attributing blame or fault? Yes No
What results do you hope to achieve by submitting this Complaint to the PCM?

Supporting documents that we require from you

If possible, please provide the following supporting documents by email to pcm@ebrd.com:

  • Proof that the Representative has been authorised by the Complainant to file the Complaint. For example, this can be in the form of a letter signed by the Complainant giving permission to the Representative to make the Complaint on his behalf.
  • A written record of your correspondence with the EBRD in regards to this problem (these may be letters, emails or other form of correspondence and communication).
  • A written record of your correspondence with the Project Sponsor in regards to this problem (these may be letters, emails or other form of correspondence and communication).

Please send your Complaint by fax, post or email to:
Project Complaint Mechanism
Attn: PCM Officer
European Bank for Reconstruction and Development
One Exchange Square, London EC2A 2JN
Tel: + 44 20 7338 7813
Fax: +44 20 7338 7633
Alternativley, a Complaint may be delivered by post or hand, at any one of the EBRD Resident Offices in the countries of operations. Please mark these "For the attention of the Project Complaint Mechanism Officer", indicating that it is for transmission to the PCM.

Step 4: Verification code and complaint submission
Verification code *