Study on complaints-handling systems


Available languages : English
Period :
Date : 13/11/2018

The Study provides information about the complaints-handling arrangements in the EU Member States. Based on Regulation (EU) 1303/2013 laying down common provisions on the European Structural and Investment Funds, the Member States should ensure that effective arrangements for examination of complaints are in place.

According to the Study, in most cases the Member States have standardised complaints-handling arrangements based on national laws or programme documents. The arrangements among the EU Member States are effective overall. Moreover, the complaints-handling arrangements are more developed in the 2014-2020 programming period compared to the arrangements in the 2007-2013 period. In comparison to the national funding programmes, the arrangements for the ESIF in 2014-2020 period are generally more developed. Lastly, the Study presents the good examples of complaints-handling arrangements within the Member States.

The Study includes general description of the arrangements on the EU level and provides further details about each Member State.