Filing a complaint
Any individual or community who believes that a World Bank-financed project has or is likely to, adversely affect them can submit a complaint.
The GRS considers a complaint admissible when it:
- relates to an active (i.e. not closed) Bank-supported project
- alleges environmental and social harm caused or likely to be caused by the project
- is submitted by a complainant, a group of complainants directly affected by the project, or their authorized representatives.
Complaints must be in writing and addressed to the GRS. They can be sent by the following methods:
- online, access the online form (DOCX)
- by email to grievances@worldbank.org
- by letter or by hand delivery to the World Bank Headquarters in Washington D.C., United States or any World Bank Country Office – print and use this form (DOCX)
Information to include in a complaint
Complaints must:
- identify the project subject of the complaint
- clearly state the project’s adverse impact(s)
- identify the individual(s) submitting the complaint and whether confidentiality is requested
- specify if the complaint is submitted by a representative of the person(s) or community affected by the project
- if the complaint is submitted by a representative, include the name, signature, contact details, and written proof of authority of the representative.
Supporting evidence is not necessary but may be helpful in reviewing and resolving the complaint. The complaint may also include suggestions on how the individuals believe the complaint could be resolved. The identity of complainants will be kept confidential upon request.
