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Online complaint form

Making a complaint

KfW Development Bank has been helping the German Federal Government to achieve its goals in development policy and international development cooperation for more than 50 years. On behalf of the German Federal Government, and primarily the Federal Ministry for Economic Cooperation and Development (BMZ), as part of German financial cooperation we finance and support programmes and projects that mainly involve public sector players in developing and emerging countries – from their conception and execution to monitoring their success.

As an important international provider of development finance and part of promotional bank KfW we bear a particular responsibility and, from this, draw consequences for sustainable action. Sustainability for us goes far beyond the simple protection of the environment. Our aim is to work in a way that secures the basis and quality of life for coming generations. In order to be successful on a sustainable basis, we place special demands  (PDF, 551 KB, non-accessible) on ourselves, our Financial Cooperation projects/programmes and our project implementation agencies.

We face up to our responsibilities: our complaints form

As a bank committed to responsibility we foster dialogue with all contact partners of the projects and programmes we finance. We want to give everyone who feels that they have been negatively affected by German Financial Cooperation projects and programmes the opportunity to make a complaint - individuals, organisations and other parties alike. To this end, we provide a form which allows you to set out your complaint in detail. The form is used to track the case and to clarify the conflict, and it is designed to help all the parties involved find a resolution.

Who can make a complaint?

Individuals, companies, organisations or other affected parties who believe that they have been or may be negatively affected by an FC project or programme financed by KfW Development Bank are all able to submit a complaint.

A representative may act on behalf of parties immediately affected if the persons in whose name the complaint is submitted have been identified and if a power of attorney is attached to the complaint.

What are the criteria for making a complaint?

Complaints must meet the following criteria:

  • The complaint must be made in regard to a German Financial Cooperation project/programme.
  • The complaint must include information on the main adverse effects or risks.
  • There must be a link between the project/programme and the grounds for the complaint made.
  • The complainant must be able to demonstrate credibly that they are or will be negatively affected by the circumstances outlined.

What kind of complaints are not allowed?

A complaint is considered to be inadmissible if

  • it does not meet the above-mentioned criteria
  • it is submitted anonymously
  • it has already been submitted multiple times

Complaints suggesting criminal actions or breaches of the German Banking Act (KWG) or similar irregularities will be handled by KfW's Compliance or can be submitted via the Whistleblower system / ombudsperson.

Can I apply for confidential treatment of my complaint?

Yes. If desired, KfW Development Bank will not disclose the identity of the complainant to the body commissioned to implement the project. KfW Development Bank will agree the further procedure with the complainant. KfW Development Bank will only disclose documents transmitted confidentially with the complainant's approval. The parties concerned will be informed by KfW Development Bank if the confidentiality principle renders a satisfactory resolution more difficult.

Where and how can I submit a complaint?

Complaints must be submitted in text form. Please use our encrypted online form, which is available in German and in English.

Online complaints form