Consultation of the policy

People who are negatively affected by projects financed by KfW Development Bank should be able to contact us in the knowledge that their concerns will be taken seriously, that complaints will be handled fairly and transparently, and that suitable remedial corrective action will be taken where KfW-funded projects have led to harm. We have therefore engaged in a thorough review and development process that has identified key gaps and opportunities for improvement of our current processes, in line with international good practice of peer accountability mechanisms.

As part of this effort, we have drafted a new policy document governing the work of the Central Complaints Office and invite our civil society stakeholders to share their feedback, ask questions, and take part in a series of workshops to discuss our proposed changes. In that way we wish to ensure that the final policy document will be accessible, robust and effective to ensure fair and transparent handling of complaints.

The consultation period begins on 24 November 2025 and concludes on 6 February 2026.

You can access the draft policy Rules of Procedure(PDF, 493 KB, accessible) here in an accessible format for your review.

Following the consultation period, all feedback will be carefully analyzed and considered in the drafting of the final policy.