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The complaint mechanism provides a transparent and easily accessible platform for submitting complaints related to environmental, social and human rights issues, thereby supporting the implementation of the environmental, social and human rights standards referenced in the Sustainability Guideline of KfW Development Bank.
The following section outlines the principles of the mechanism as well as the process for submitting and handling complaints.
| Accessibility | The mechanism is intended to be accessible to affected individuals and communities. |
| Confidentiality | Personal data will only be shared with third parties with explicit consent. |
| Fairness and Respect | All parties are treated with respect and given a fair opportunity to present their views. |
| Transparency | Information on the handling of complaints is shared with affected parties and – where applicable – published. |
| Independence | The Central Complaints Office operates independently from the operational units of KfW Development Bank. |
Complaints may be submitted by individuals or groups who believe that they are adversely affected by a project or programme financed by KfW Development Bank. Complainants may request confidentiality on their identity or personal data.
| Who can submit a complaint? |
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| Where can i submit a complaint? |
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| What information is required? |
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| If possible, the following information should also be provided: |
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The Central Complaints Office normally confirms receipt of a complaint within five business days.
KfW is subject to the applicable statutory provisions, in particular the legal requirements on data protection and banking secrecy. This means that KfW must treat customer-related information and personal data confidentially.
Handling of personal data: Personal data of the complainant(s) will only be disclosed to third parties if there is a legally valid consent.
The data protection principles of KfW Development Bank can be found on the KfW Development Bank website: Data Protection | KfW Development Bank
| Confidential treatment may include: |
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The Central Complaints Office examines whether the complaint falls within the scope of the mechanism and meets the admissibility criteria. This usually takes up to 10 working days. Complainants are informed of the outcome of the admissibility review, and the result is published in the complaints register.
| Complaints are admissible if: |
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| The following types of complaints are not handled by KfW Development Bank´s complaint mechanism, but by other units within KfW: |
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If such Complaints have been received by the Central Complaints Office, they will be forwarded accordingly.
If a complaint is found admissible, the Central Complaints Office conducts a preliminary assessment.
| Purpose of the preliminary assessment | The Central Complaints Office develops an understanding of the facts as presented in the complaint. The Central Complaints Office explains to the complainants the possible procedures for handling the complaint. |
| Objective of the preliminary assessment | The aim is to determine which procedure will be used to handle the complaint. |
The preliminary assessment will generally be completed within 20 working days.
Complaint procedures as per the Complaint Policy of July 1, 2026 (generally applicable for all projects supported by KfW Development Bank for which contracts with KfW have been executed after publication of the Policy).
| Prior Resolution | In this procedure, the handling of the complaint is delegated to the operational unit for a limited period of time. The procedure offers the opportunity to seek a timely clarification together with the complainants and other relevant parties. The duration of the procedure is generally 90 working days. |
| Dispute Resolution | In this procedure, the aim is to resolve the conflict underlying a complaint in a consensual process involving all relevant parties. The duration of the procedure is generally 12 months but may exceed this timeframe in some cases. |
| Compliance Review | This is a two-stage procedure to examine whether, in connection with a project to which the complaint relates, KfW Development Bank has adhered to the applicable environmental, social and human rights standards referenced in the Sustainability Guideline of KfW Development Bank(PDF, 314 KB, accessible), whether harm has occurred or is reasonably likely to occur, and whether this harm is linked to the project. The duration of the procedure is case-specific. |
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