Loan Decision Appeal Procedure

Should an applicant’s loan proposal be turned down at any stage, either by the Business Analyst or by the Loans Review Committee, the applicant shall have the option of appealing the decision to the CFMW Board of Directors.

Appellants must submit their appeal request in writing within 30 days of notification of the application rejection.

The CFMW Board of Directors shall respond, in writing, to the appellant within 10 business days from the receipt of the appeal request.

Appeal of Loans under $150,000

For loans under $150,000, the decision of the CFMW Board of Directors is final.  If the application is subsequently rejected by this review, the applicant shall have no further course of appeal.

The Board of Directors will either confirm the decision by the Lending Program or request the Lending Program re-evaluate the application based on written rationale.

 

Appeal of Loans over $150,000

The CFMW Board of Directors approves all loans over $150,000.  If an applicant wishes to appeal a decision for a loan over $150,000 the appeal will be referred to an external appeal process.

 

Independent Client Service Review

If a party is not satisfied with an outcome for a loan over $150,000, from the respective Community Futures office, the decision may be appealed through the “Independent Client Service Review” Committee.  The party must complete the “Independent Client Service Review Form” and submit the form to the Chairperson of the CF Board of Directors in question.  The Chair of the respective Community Futures office will, within 3 working days, submit the “Independent Client Service Review” Form to the Independent Client Service Review Committee Chair.
 

The Independent Client Service Review Committee Chair, and one alternate, are elected annually at the Island Coastal Chairs and Managers Meeting.  When requested to do so, and if there is no conflict, the ICSRC Chair will form a committee of three individuals from the Island Coastal Group.  Committee members can include: volunteers, managers or business analysts. Members should have a good understanding of Community Futures lending programs.  If the Chair is in conflict, e.g. the appeal is from their CF, the Chair will request that the “alternate Chair” handle that particular appeal.

 

The Chair and their Committee shall consider whether or not due process was followed. This may not necessarily change the decision or final outcome.

The Chair will communicate the ICSRC’s recommendation to the respective Community Futures office.

The Chair will also communicate, in writing, the ICSRC’s recommendation to the Appellant.

GUIDELINES FOR IMPLEMENTATION

Confidentiality shall be respected at all times.

The initial response to a complaint shall occur as soon as possible and not longer than one week from the Chair receiving the complaint.

Every effort shall be made to review and respond to a complaint within 30 days.

The respective Community Futures office shall ensure that all information is accessible.

Accommodations shall be provided for effective communication.

Documentation concerning the appeal shall be kept in a file separate from the individual’s regular file.

The “Independent Client Service Review Form” and progress notes shall remain in the possession of the Committee Chair.

The “Independent Client Service Review Form” shall be copied to the appropriate Executive Director or Manager.

It is the responsibility of all boards and their staff to have a working knowledge of the appeal process and to co-operate with the processing of appeals.

It is the responsibility of the Board and the Executive Director to track and respond to any trends identified through the Client Service Review process.

RECOMMENDING ACTION:

In handling an appeal the Committee must first consider whether the appeal is one they can investigate and whether or not it has come to them too early. During consideration at this stage, they can propose action that may inform their decision whether or not to initiate an investigation and which may resolve the complaint. After investigation they may uphold, partially uphold or not uphold the appeal. In any of these circumstances they may make recommendations for change.

Additionally, if the appeal is upheld in full or in part, they may conclude that the failure has caused injustice or hardship and recommend appropriate redress.

RECOMMENDATIONS FOR CHANGE:

Recommendations by the ICSRC may include:

  • changes to procedures
  • changes to policy
  • staff guidance and training
RECOMMENDATIONS FOR REDRESS:

Redress for the appellant may include some or all of the following:

  • an apology
  • an explanation
  • practical action to mitigate any detriment
  • other appropriate action suggested by the complainant or the organization

Redress should:

  • be fair and reasonable
  • take into account the wishes and needs of the complainant
  • be procedurally sound
  • be provided in a timely manner
  • provide, as far as possible, a comprehensive resolution of the issue remembering that it may apply not only to the complainant but others who have suffered as a result of the same failure.

Redress may be limited by:

  • the degree to which the appellant had a contributory responsibility for the failure and the detriment suffered
  • the capability of the organization to comply
COMPLIANCE:

When the ICSR Chair and the Committee have made recommendations for change or asked for redress, they we will follow up to make sure that it has happened. If it appears to the Committee that their recommendation has not been followed then the Committee Chair may issue a special report to the Island Coastal group.

CONSISTENCY:

When making recommendations it is essential that, as far as possible, consistency is maintained.

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Communities Served

Alert Bay, Bella Bella, Coal Harbour, Echo Bay, Holberg, Kingcome Inlet, Klemtu, Port Alice, Port Hardy, Port McNeill, Quatsino, Rivers Inlet, Shearwater, Sointula, Telegraph Cove, Winter Harbour, Woss, Zeballos

CONTACT US

Community Futures Mount Waddington
14 - 311 Hemlock Street
Box 458
Port McNeill, BC
V0N 2R0

T: 250.956.2220
T: 877.956.2220
F: 250.956.2221