Where can I submit a complaint?

Complaints can be sent directly to the Central Complaints Office of KfW Development Bank using the contact details below. Complaints may be submitted in any language.

Online: Complaint form

Email:

Post:
Central Complaints Office
KfW Development Bank
Palmengartenstraße 5–9
60325 Frankfurt am Main
Germany

Who can submit a complaint?

Complaints can be submitted by affected individuals or groups, or by their duly authorised representative(s).

What information is required?

• Name and contact information of the complainant(s)
• Details of the project to which the alleged harm may be linked
• A detailed description ofthe alleged harm and how the complainant is affected
• Power of representation if a representative submits the complaint on behalf of the complainant(s)
• Statement on whether KfW Development Bank may disclose the identity of the person/organization or should treat it confidentially

If possible, the following information should also be provided:

• Information regarding the relevant standards that are alleged to have been violated
• Information regarding whether the complainants have experienced, or fear any form of, reprisal
• Documentation that pertains to the complaint or can provide clarification (e.g. photographs, video recordings, audio recordings)
• Name of the KfW Development Bank employee with whom the complainants have already been in contact (if applicable), together with an overview of measures that are planned or have already been taken to resolve the conflict (e.g. use of the local complaint mechanism and/or dispute settlement procedures)