The EUI is committed to providing a high-quality service. A complaint is treated as any expression of dissatisfaction with our service which calls for a response. Complaints will be listened to, treated seriously, and learnt from so that we can continuously improve our service.
A complaint is an expression of dissatisfaction whether justified or not. Complaints can cover:
- the standard of service we provide,
- the behaviour of staff or any action or lack of action by staff affecting an individual, group or organisation,
- the decisional process of supporting and financing European Urban Initiative activities,
- project application assessment related to the eligibility check, Strategic Assessment and/or Operational Assessment,
- project’s Initiation Phase readiness check results,
- financial control procedures,
- the decisional process of the Entrusted Entity/Permanent Secretariat during activity and project implementation.
Complaints do not cover: matters that have already been fully investigated through this complaints procedure, anonymous complaints, complaints about access to information where procedures and remedies are set out in legislation/regulation e.g. access to documents, general data protection.
All complaints received will be dealt with confidentially. However, we do not expect staff to tolerate unacceptable behaviour by complainants. Unacceptable behaviour includes behaviour which is abusive, offensive or threatening. We will take action to protect staff from such behaviour if a complainant behaves in a way that is unreasonably persistent or vexatious.
All complaints must be submitted in English, in writing (post or email) to the following addresses:
The European Urban Initiative – Permanent Secretariat
Les Arcuriales, 45D Rue de Tournai, 7e étage
59000 Lille, France
e-mail: complaints@urban-initiative.eu
The EUI has a 2-stage complaints procedure. At each stage, as much clear detail as possible needs to be provided, including (if relevant) any documents and correspondence, and including the statement that a complaint is being made in line with the procedure. For complaints concerning project and financing decisions, a complaint can only be made if originating from the main accountable body.
Step 1: Complaints are made to the Permanent Secretariat. This is the first opportunity to try and get a complaint resolved. The Permanent Secretariat in liaison with the Entrusted Entity, will examine the complaint and provide answers to the complainant.
Step 2: If the response provided by the Permanent Secretariat is considered unsatisfactory by the complainant and it is felt the procedures were not respected, then a formal complaint may be filed and a review by a Complaints Panel may be requested. In principle and depending on the issue addressed, the Complaints Panel is made up of the Permanent Secretariat, the Entrusted Entity and the European Commission. Impartiality of members of the Complaints Panel towards the case under review will be ensured. The decision if the complaint is justified or to be rejected is taken by the Complaints Panel by consensus. The decision of the Complaints Panel is final, binding to all parties and not subject to any further complaint proceedings.
Complaints must be raised maximum 15 working days following the event in question. The Permanent Secretariat will then have 20 working days to respond to the complaint. Following the answer to the complaint, the complainant has a maximum of 15 working days from the date of the response, to request that the complaint be progressed to the next step. The review will be undertaken and communicated to the complainant within 20 working days following the request. The aim is to complete all complaints within the timescales above; however, if a complaint is very complex and/or a Complaints Panel is needed to be convened, it may occasionally be necessary to extend the time limit. If this is the case, the complainant will be kept informed of progress with the investigation, the reasons for the delay, and the new deadline. The above complaints procedure and timeframes shall not prejudice the start-up or ongoing implementation of activities financed by the European Urban Initiative.
Complaints regarding project application assessment
Project applicants of ineligible or rejected proposals are informed in writing about the decision. The notification includes detailed information on the reasons why the proposal is rejected (eligibility criteria not fulfilled, detailed comments from External Experts and/or the Permanent Secretariat concerning the Strategic and/or Operational Assessment). Only a project applicant (MUA) can file a complaint. The MUA can address questions about or raise objections against the eligibility or assessment decision to the Permanent Secretariat. Please note that these queries must be made within 15 working days after the first official notification of the non-selection of the project by the Permanent Secretariat[1]. This deadline will not prejudice the start of the Initiation Phase for the selected projects.
In principle, complaints can only be logged against the following criteria:
- The assessment does not correspond to the information provided by the applicant in the submitted Application Form and mandatory annexes.
- The project assessment and selection process failed to comply with the specific procedures laid down in the Terms of Reference of the Call for Proposals and in the EUI-IA Guidance that materially affected or could have affected the decision.
In case the complaint is justified, the case will be sent back to the Selection Committee to review the project application and its assessment.
Complaints regarding the ex-ante audit and readiness check results
Project applicants of proposals which were terminated and removed from the list of the EUI-IA approved projects after unsuccessful completion of the Initiation Phase are informed in writing about the decision. The notification includes detailed information on the reasons why the Initiation Phase was not successfully completed. Only a project applicant (MUA) can file a complaint. Complaints must be raised within 15 working days after the official notification of the termination and removal of the project proposal from the list of the EUI-IA approved projects after unsuccessful completion of the Initiation Phase.
In principle, complaints can only be logged against the following criteria:
- The ex-ante audit and readiness check conclusions do not correspond to the information provided by the applicant.
The ex-ante audit and readiness check failed to comply with the specific procedures laid down in the EUI-IA Guidance and Initiation Phase Factsheet that materially affected or could have affected the decision.
[1] The deadline for receiving queries starts counting from the day after the first notification was sent by the Permanent Secretariat. The notifications are dispatched only to the email addresses of the legal representative and contact person of the MUA. Therefore, it is responsibility of applicants to provide active email addresses and to check them regularly (including their SPAM folders). Please note that these addresses cannot be changed in the system while the assessment lasts. Therefore, the Permanent Secretariat cannot be held accountable in case the notification was not received by the applicant.