Grievance Redress Service
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Grievance Redress Service
The Grievance Redress Service (GRS) is an avenue for individuals and communities to submit complaints directly to the World Bank if they believe that a World Bank-supported project has or is likely to have adverse effects on them, their community, or their environment. The GRS enhances the World Bank’s responsiveness and accountability to project-affected communities by ensuring that grievances are promptly reviewed and addressed. The GRS processed an average of 302 complaints over the last three fiscal years, covering a wide spectrum of project-related issues.
FILE A COMPLAINT
About the GRS
GRS FY25 Annual Report
Access the FY25 Annual Report.
click
GRS Video
Watch the video to find out more about how the GRS works.
GRS Brochure
Find out more about the GRS and how it works.
Read the GRS brochure (PDF).
Frequently asked questions on the GRS
Read the GRS FAQ
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:
- The complaint relates to a World Bank-supported project that is under preparation, active, or has been closed for less than 15 months
- The complaint is submitted by individuals or communities affected by a World Bank-supported project, or by their authorized representative; and
- The complainant(s) allege that they have been or will be affected by the World Bank-supported project.
Complaints must be in writing and addressed to the GRS. They can be sent by the following methods:
-   Online, access the
online form
-   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
-   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. All complaints will be treated as confidential. The GRS will not disclose any personal data that may reveal the identity of complainants without their consent.
GRS Privacy Notice
Filing a procurement-related complaint
Interested parties may file procurement-related complaints in Bank’s financed projects. Find detailed information in
Project Procurement Complaints
GRS Complaints
Track cases admitted by the GRS
See all GRS cases
(PDF)
The GRS complaint process has three main steps
GRS Annual Reports
FY25
FY24
FY23
FY22
FY21
FY20
FY17
FY16
FY15
RELATED
World Bank Policies
Bank Procedure (BP): Grievance Redress Service
Bank Directive: Grievance Redress Service
Environmental and Social Framework (ESF)
Environmental and Social Safeguards Policies
Access to Information Policy
World Bank Group Accountability
Office of Institutional Integrity
World Bank Accountability Mechanism
IFC Compliance Advisor Ombudsman
(independent accountability mechanism
for IFC)
Procurement-related Complaints
iling a procurement-related complaint (PDF)
pprocurementcomplaints@worldbank.org