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Project Complaint Mechanism

The Project Complaint Mechanism (PCM) is the EBRD’s accountability mechanism that has been established to assess and review complaints about Bank-financed projects. It provides individual(s) and local groups that may be directly or adversely affected by an EBRD project, as well as civil society organisations, a means of raising complaints or grievances with the Bank, independently from banking operations.

About the PCM How to submit a complaint
PCM experts PCM Register


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November 2014

New PCM Rules of Procedure (153KB - PDF) approved by the EBRD Board of Directors in May 2014, came into force on 7 November 2014 and will guide the review process for complaints submitted after this date. Complaints registered before 7 November will continue their review process under the old Rules – PCM Rules of Procedure 2009 (93KB - PDF).

The new PCM Rules of Procedure are the result of a review process that involved a two-round stakeholder consultation and a benchmarking exercise against accountability mechanisms of other IFIs. A number of changes were introduced following the review. People with not only economic, but also social and cultural interests in the project area can now file a complaint. Improvements were made to the registration and eligibility assessment processes, making them more streamlined and easier to follow. Revision of the definition of "financial interest" means that complainants may be able to benefit from a problem-solving dialogue for as long as the EBRD holds equity in the project concerned, while the cut-off date introduced for requesting a review of the Bank’s compliance with its policies provides for more timely and credible recommendations for improvements. Importantly, the new rules now provide for translation of the PCM complaint reports into the language of the country where the complaint originated from and all PCM publications into languages of the countries of operations on progressive basis - all with the aim of enhancing the accessibility of the PCM to communities in the Bank’s region. 

PCM Rules of Procedure is available in a number of languages and more translations will follow on progressive basis.

Also available in a number of languages is a short easy to follow User Guide providing a quick checklist on how to submit a complaint.

Complainants can now also benefit from the on-line complaint form in English and Russian.

September 2014

17 September 2014, 9:00 - 16:00, EBRD headquarters, London

Open symposium on the practice of Independent Accountability Mechanisms (IAMs)

On 17 September, the EBRD’s Project Complaints Mechanism (PCM) team played host to around 40 colleagues from similar mechanisms at 15 other international financial organisations, as well as to NGOs and civil society representatives, at a one-day Open Symposium on the Practice of Independent Accountability Mechanisms (IAMs).

Photo gallery

Programme (333KB - PDF)


IAMs and the Promotion of Good Governance Standards
Owen McIntyre, ‘IAMs as Agents of “Global Administrative Law”’ (187KB - PDF)
Fiona Marshall, ‘The Aarhus Convention as a Benchmark for Environmental Good Governance’ (718KB - PDF)
Karen Wendt, ‘The Equator Principles and Environmental, Social and Governance (ESG) Standards in Private Sector Banking’ (1MB - PDF)

The Shifting Boundaries of Accountability for Banking Operations
Maeve McDonagh, ‘MDB Access to Information Policies: A Comparative Analysis’ (463KB - PDF)
Susan Park, ‘International Standards of Accountability: How do the MDBs Compare?’ (364KB - PDF)

The Evolving Practice of Accountability: Towards a True “Community of Practice”
Andria Naudé Fourie, ‘Perspectives from Constructing a Database of IAM Practice’  (478KB - PDF)
Suresh Nanwani, ‘IAMs in Further Pursuit of Accountability: Directions, Cooperation and Engagement’ (716KB - PDF)
Vanessa Richard, ‘IAMs as Guardians of a Kaleidoscopic Legal Accountability’ (935KB - PDF)

Review of the Project Complaint Mechanism: 2013 - 2014

PCM Stakeholder Engagement Report (483KB - PDF)

Stakeholder Engagement Plan (199KB - PDF) 

План взаимодействия с заинтересованными сторонами (303KB - PDF)

Projet de coopération avec les parties prenantes (277KB - PDF)


Contact us

Complaints may be sent using the online form or print out a Complaint Form (196KB - PDF) and send it by post, email or fax to:

Project Complaint Mechanism
Attn: PCM Officer
European Bank for Reconstruction and Development
One Exchange Square
London EC2A 2JN
United Kingdom
Fax: +44 20 7338 7633
Email: pcm@ebrd.com

Alternatively, you may also mail or hand-deliver your complaint to any of the EBRD Resident Offices to be forwarded to the PCM.

Requests for information about the PCM should be sent to the same address.

Last updated 7 November 2014