Code of Conduct for Business Lending to Small and Medium Enterprises 2012

Code of Conduct for Business Lending to
Small and Medium Enterprises

Scope
This Code applies to all business lending by regulated entities. This Code shall not apply to Credit Unions. “Credit Union” means a credit union as defined in the Credit Union Act 1997 (as may be amended or replaced from time to time). The Code’s objectives are:
 to facilitate access to credit for sustainable and productive business propositions,  to promote fairness and transparency in the treatment of SMEs by regulated entities, and  to ensure that when dealing with financial difficulties cases, the aim of a regulated entity will be to assist borrowers to meet their obligations, or otherwise deal with the situation in an orderly and appropriate manner. This Code sets out the processes regulated entities are required to adopt in facilitating access to credit for SMEs. This Code applies to regulated entities when providing the following credit products within the State to SMEs operating within the State, unless otherwise stated:
 overdrafts,
 loans,
 term loans,
 leasing,
 hire purchase, and
 invoice discounting, but excluding:
 lending to other financial institutions,  syndicated, club, or multi-lender transactions, and  special purpose vehicles including vehicles established for the purposes of a particular transaction. Some provisions of this Code apply when providing credit facilities to all SMEs, while others only apply to smaller enterprises. For clarity, the following provisions apply to the following category of enterprises:
General Principles: all SMEs including smaller enterprises Provisions 1-45, and 55: all SMEs including smaller enterprises

Provisions 46-53: smaller enterprises only Provision 54: SMEs excluding smaller enterprises Financial Difficulties The Code recognises that for SMEs in financial difficulties, each SME needs to be considered on a case by case basis. It also recognises that for SMEs at risk of going into arrears, it is important that the borrower contacts the regulated entity to inform them of the difficulties and engages with the regulated entity to try and address the situation. The Financial Difficulties section of the code sets out the policies and procedures which lenders should have in place for dealing with borrowers in financial difficulties. Regulated entities are required to comply with this Code as a matter of law. Regulated entities must be able to demonstrate that they are in compliance with this Code. Nothing in this Code prohibits a regulated entity from acting with all necessary speed:
a) where in the circumstances of the case it is necessary to initiate a liquidation, receivership, examinership or similar insolvency event or where another regulated entity or other third parties initiate such actions; b) where it is necessary in order for a regulated entity to protect its legitimate commercial interests; or c) where there is reasonable evidence of fraud, terrorist connections, money laundering and/or misrepresentation, and the provisions of this Code are without prejudice to a regulated entity’s regulatory and/or legal obligations and legal rights to enforce any agreement including any security taken in connection with any agreement. Legal Background This Code is issued under Section 117 of the Central Bank Act 1989. This Code is effective from 1 January 2012.

This Code replaces the previous Code of Conduct for Business Lending to Small and Medium Enterprises issued by the Central Bank of Ireland and which came into effect on 13 March 2009. Any right acquired, or obligation or liability incurred, in respect of a contravention of, or act of misconduct under, the previous code survives the replacement of the previous code with this Code. Therefore, any legal proceedings, investigation, disciplinary or enforcement action in respect of a contravention of, or act of misconduct under, the provisions of the previous code in force at the time the contravention or act of misconduct occurred, may be instituted, continued or enforced, and any sanction or penalty in respect of such contravention or act of misconduct may be imposed by the Central Bank of Ireland as if the provisions of the previous code had not been replaced. Existing Cases in Arrears From 1 January 2012, this Code applies to all existing arrears cases falling within the definition of financial difficulties in this Code. In particular, provisions 19, 20 and 31 must be applied. Definitions The following are defined for the purposes of this Code:
“advertisement” means any commercial communication in respect of a regulated entity, which is addressed to the borrower public or a section of it, the purpose being to advertise a regulated activity or regulated entity, excluding name plaques, sponsorship material and a prospectus drawn up in accordance with the Prospectus Directive (2003/71/EC); ‘arrears’ arise where a borrower has not made a full repayment, or only makes a partial repayment on a credit facility, as per the terms of the credit facility, by the scheduled date. ‘borrower’ means a small and medium enterprise including its representatives and/or agents. ‘business day’ means any day except Saturday, Sunday, bank holiday and public holidays. ‘business lending’ means the provision of credit products to small and medium enterprises operating in this State. ‘complaint’ means an expression of grievance or dissatisfaction by a borrower, either verbally or in writing, in connection with:

a. the provision of a product or service by a regulated entity, or b. the failure of a regulated entity to provide a product or service to an SME. ‘customer’ means any borrower to whom a regulated entity provides or offers to provide a product or service the subject of this Code, and any borrower who requests such a product or service; ‘financial difficulties’ – A borrower must be classified as in financial difficulties where:
(a) the credit facility of a borrower is in arrears for three consecutive months; (b) in the case of an overdraft credit facility, where the approved limit on the facility is exceeded by the borrower and remains exceeded for 90 consecutive days and there has been no engagement with the borrower. ‘Group’ includes a company, its parent and its subsidiaries and any associated undertaking or related undertaking; ‘regulated entity’ means a person who carries on a business of providing one or more regulated activities. ‘regulated activities’ are services of a financial or investment nature that are subject to the regulation of the Central Bank of Ireland. ‘small and medium enterprises’ and ‘SMEs’ are as defined in European Commission recommendation 2003/361/EC which categorises SMEs as “enterprises which employ fewer than 250 persons and which have an annual turnover not exceeding EUR 50 million, and/or an annual balance sheet total not exceeding EUR 43 million and shall include ‘smaller enterprises’”. ‘smaller enterprises’ is the following sub-category of small and medium enterprises:
a) a natural or legal person or group of natural or legal persons, but not an incorporated body with an annual turnover in excess of €3 million in the previous financial year, acting within their business, trade or profession (for the avoidance of doubt a group of persons includes partnerships and other unincorporated bodies such as clubs, charities and trusts, not consisting entirely of bodies corporate) or b) incorporated bodies having an annual turnover of €3 million or less in the previous financial year (provided that such body shall not be a member of a group of companies having a combined turnover greater than the said €3 million);

General Principles
A regulated entity must ensure that in all its dealings with customers and within the context of its authorisation it:

1. acts honestly, fairly and professionally in the best interests of its customers and
   the integrity of the market;
2. acts with due skill, care and diligence in the best interests of its customers;
3. does not recklessly, negligently or deliberately mislead a customer as to the real
   or perceived advantages or disadvantages of any product or service;
4. has and employs effectively the resources, policies and procedures, systems and
   control checks, including compliance checks, and staff training that are necessary for compliance with this Code;
5. seeks from its customers information relevant to the product or service
   requested;
6. makes full disclosure of all relevant material information, including all charges, in a
   way that seeks to inform the customer;
7. seeks to avoid conflicts of interest;
8. corrects errors and handles complaints speedily, efficiently and fairly;
9. does not exert undue pressure or undue influence on a customer;
10. ensures that any outsourced activity complies with the requirements of this Code;
11. without prejudice to the pursuit of its legitimate commercial aims, does not,
    through its policies, procedures, or working practices, prevent access to basic financial services; and
12. complies with the letter and spirit of this Code.

Credit Facilities

1. A regulated entity must offer its customers an option of an
   annual review meeting, to include all credit facilities and security. Applications for Credit

2. A regulated entity must consider each application for credit
   facilities on its own merits.

3. A regulated entity must inform borrowers how long the process
   is considered likely to take. This information may be in statistical form, consistent with past experience, or be based on service targets set by the regulated entity.

4. A regulated entity must maintain records of all applications for
   credit facilities.

5. A regulated entity must have appropriate procedures in place to
   assess a loan application.

6. Where a new application for credit is approved, a regulated
   entity must provide the borrower with confirmation of the credit facilities granted and the terms and conditions applying thereto, including those regarding default, together with relevant details of fees, charges and interest rates. In addition, a regulated entity should outline to the borrower the next steps to be completed to facilitate drawdown. Security

7. Having due regard to the nature, liquidity and value of collateral a
   regulated entity must not impose unreasonable collateral requirements for providing credit facilities, having regard to the value of the credit being offered.

8. A regulated entity must not impose unreasonable personal
   guarantee requirements on borrowers.

9. Where a regulated entity seeks collateral or a personal
   guarantee to support a lending proposition it must explain clearly the possible implications for the guarantor of giving such collateral or personal guarantee.

10. Any enforcement of a personal guarantee over a principal private
    residence must be in accordance with the Code of Conduct on Mortgage Arrears.

11. A regulated entity must promptly, at the request of the
    borrower, return any security held by the regulated entity to the borrower when all facilities for which the security is pledged have been repaid. Declining/Withdrawing Credit

12. Where an application for credit is declined, the regulated entity
    must explain clearly to the borrower the reason(s) why the credit facility was declined.

13. A regulated entity must make each decision to withdraw or
    amend credit facilities on its merits.

14. Where a regulated entity decides to withdraw or amend credit
    facilities it must notify the borrower, promptly, of the proposed withdrawal or amendment. The regulated entity must advise the borrower of the reason(s) for the withdrawal or amendment.

15. Nothing in this Code prohibits a regulated entity from acting with
    all necessary speed to withdraw credit where there is a reasonable suspicion of fraud, money laundering, terrorist connections and/or misrepresentation. Financial Difficulties General

16. A regulated entity must have and implement policies and
    procedures for dealing with borrowers in financial difficulties. Such policies and procedures must:
    a) set out the process that the regulated entity will apply when treating borrowers in financial difficulties and how it will implement the process; b) set out the type of information that may be required from borrowers and the types of alternative repayment measures that may be offered to borrowers by the regulated entity;

c) set out the areas or sections within the regulated entity responsible for dealing with borrowers in financial difficulties; d) allow for alternative repayment arrangements to be agreed with the borrower, where appropriate; e) allow for a flexible approach for borrowers in financial difficulties to be handled on a case by case basis; and f) be aimed at assisting the borrower in the borrower’s particular circumstances.
17. Where a regulated entity is working with a borrower to
address the borrower’s financial difficulties in accordance with the policies and procedures established by the regulated entity, a regulated entity must:
a. give the borrower reasonable time, from the time a borrower is classified as in financial difficulties, having regard to the circumstances of the case, to resolve the financial difficulties; and b. endeavor to agree an approach with the borrower that will assist the borrower to address the financial difficulties.
18. Where a borrower falls within the definition of financial
difficulties and the borrower is not treated as a financial difficulties case, a regulated entity must maintain a record of the reasons why the borrower is not treated as a financial difficulties case. A regulated entity must confirm these reasons to the borrower, if requested. Communication

19. A regulated entity must ensure that the level of contact and
    communications to a borrower in financial difficulties from the regulated entity, or any third party acting on its behalf, is proportionate and not excessive.
20. Where a borrower in financial difficulties requests a regulated
    entity to contact them to discuss the financial difficulties, the regulated entity must respond or acknowledge such a request promptly.

Information for Borrowers in Financial Difficulties
21. A regulated entity must prepare and make available to
borrowers, an information booklet which contains the following:
a) an explanation of the regulated entity’s procedures for dealing with cases in financial difficulties, including relevant timelines; b) an explanation of the importance of the borrower engaging and co-operating with the regulated entity to address the financial difficulties; c) details of any fees or charges that may apply to the borrower as a result of the financial difficulties and information on methods by which such fees or charges may be mitigated; d) if relevant, any impact of the financial difficulties on other facilities held by the borrower with that regulated entity; e) details of the type of information the regulated entity may request from the borrower when assessing the borrowers case; f) an explanation of the impact of financial difficulties on a borrower’s credit ratings; g) an outline of steps that the borrower could consider that may assist in the process for dealing with the financial difficulties; and h) information regarding the borrower’s right to appeal a regulated entities decision on an arrangement and the timeframes involved.
22. A regulated entity must have a dedicated section on its website
for borrowers in, or concerned about, financial difficulties which should encourage a borrower to engage with a regulated entity to address the arrears or financial difficulties and must include the information booklet required under provision 21.
23. When financial difficulties first arise on an account, a regulated
entity must promptly:
a) advise the borrower, in writing, of the following:
i. the status of the account;
ii. the applicability of the Code;
iii. information on the availability of the information
booklet required under provision 21, including details of where it can be located on the regulated entity’s website and information on how a

borrower can receive a printed copy of the information booklet from the regulated entity, if required;
iv. the type of information that may be requested
from the borrower by the regulated entity or refer the borrower to where this information is available; and b) offer the borrower the option of an immediate review meeting to discuss the borrower’s circumstances. Arrangements
24. Where a borrower contacts a regulated entity, or contact is
established with the borrower by the regulated entity, by whatever means, to discuss an alternative repayment arrangement to address financial difficulties, a regulated entity must:
a) confirm with the borrower details of the information required from the borrower for the regulated entity’s assessment of the borrower’s case (including any additional items to that set out in the information booklet); b) endeavour to ensure that the details of the information a borrower will be required to provide are complete; and c) ensure that the information required from a borrower is relevant to assessing the financial situation of the borrower.
25. Following receipt by the regulated entity of all of the information
required under 24 (a) from a borrower, a regulated entity must complete an assessment of a borrower in financial difficulties for an alternative repayment arrangement. The assessment for an alternative repayment arrangement must consider the full circumstances of the borrower in financial difficulties.
26. A regulated entity must respond, in writing, to the borrower with a
decision regarding an alternative repayment arrangement within 15 business days of receipt of all of the information required from a borrower under 24 (a).

27. Where the regulated entity is offering an alternative repayment
    arrangement to the borrower, the response must include:
    a. details of the proposed alternative repayment arrangement; and b. the timeframe for the borrower to avail of the proposed alternative repayment arrangement.
28. Where a regulated entity is not willing to offer a borrower in
    financial difficulties an alternative repayment arrangement, the regulated entity must advise the borrower of:
    (i) the reasons for not offering an alternative repayment arrangement; and (ii) the borrower’s right to make an appeal to the regulated entity and refer the borrower to the appeals information in the information booklet required under provision 21.
29. If a borrower is not willing to enter into an alternative
    repayment arrangement offered by the regulated entity, the regulated entity must advise the borrower of the borrower’s right to make an appeal to the regulated entity and refer the borrower to the appeals information in the information booklet required under provision 21.
30. Where the terms of the alternative repayment arrangement are
    not adhered to by a borrower, a regulated entity must promptly assess the borrower’s situation. Where the borrower continues to show a willingness to meet its obligations, the regulated entity should consider if a revised alternative arrangement is appropriate for the borrower’s case.
31. Where an alternative repayment arrangement comes to an end, a
    regulated entity must promptly assess the borrower’s situation. The regulated entity must consider if the borrower should continue be treated as a financial difficulties case following the arrangement, or where the borrower continues to show a willingness to meet any remaining obligations, if an alternative repayment arrangement is appropriate for the borrower’s case.

Appeals
32. A regulated entity must have in place a written procedure for the
proper handling of appeals by borrowers on the decision of a regulated entity on an alternative repayment arrangement. At a minimum, this procedure must provide that:
a) The regulated entity must consider and adjudicate on an appeal and provide the borrower with a written response on the appeal within 15 business days of receiving the appeal. b) Where applicable, the regulated entity must inform the borrower of its right to refer the matter to the Credit Review Office and provide the borrower with the contact details of the office.
33. A regulated entity must allow the borrower a reasonable period
of time, as specified in the information booklet required under provision 21, to submit an appeal on an alternative repayment arrangement decision. Borrowers not in Financial Difficulties
34. Where a borrower notifies a regulated entity that there is a
danger that the borrower will not be able to meet repayments and /or a borrower in arrears is concerned about going into financial difficulties, the regulated entity must:
a) offer the borrower the option of an immediate review meeting to discuss the borrower’s circumstances; and b) assess if the borrower’s circumstances are such that the Arrangement and Appeals provisions of this Section of the Code should be applied to the borrower’s case.
35. Where the regulated entity considers that the borrower should
not have the Arrangement and Appeals provisions of this Section of the Code applied to the borrower’s case, the regulated entity must inform the borrower of its right to make a complaint.

Realisation of Security

36. After the realisation of a security on a credit facility a regulated
    entity must immediately inform the borrower of the borrower’s liability for:
    a. the balance of any residual debt; b. the interest rate on the residual debt; and
    c. any costs for the realisation of the security which have been
    added to the debt.
    Provision of Information
37. A regulated entity must ensure that all information provided
    under this Code is clear and comprehensible, and that key items are brought to the attention of the borrower. The method of presentation must not disguise, diminish or obscure important information.
38. A regulated entity must provide information to the borrower
    outlining terms, conditions, fees and charges of credit facilities and provide a fair and balanced description of the credit facilities being offered, including a general description of the regulated entity’s policies on collateral.
39. A regulated entity must inform the borrower in advance of
    making changes to the terms, conditions, fees and charges relating to that borrower’s credit facilities.
40. A regulated entity must advise a borrower, where applicable,
    that the debt may be passed to another organisation or debt￾collection agency; or that the regulated entity may sell the debt.
41. A regulated entity must explain to borrowers the basis on
    which interest is calculated, including the rates applicable to unauthorised overdraft balances.
42. Where a regulated entity changes the interest margin on a credit
    facility, it must notify affected borrowers promptly of such a change.
43. Where an interest rate change is of general application, a
    regulated entity may make notification by way of advertising/notices in any appropriate medium.
44. A regulated entity must issue statements (or schedules or
    confirmations, as most appropriate to the product) at regular intervals to the borrower. The interest rate applicable to the

credit facility must be clearly displayed on each statement (or
schedule or confirmation).
45. All information required to be provided under this Code must be
provided on paper or in such form that a record is created which is accessible by the Central Bank of Ireland. Verbal communications which are adequately documented by the regulated entity will be accepted. Smaller Enterprises This Section of the Code applies to regulated entities when providing credit facilities other than leasing, hire-purchase and invoice discounting to smaller enterprises.
46. A regulated entity must not offer unsolicited pre-approved
credit facilities.
47. If the terms of a loan agreement change, the regulated entity
must notify the guarantor in writing.
48. Where a mortgage is offered to a borrower for the purpose of
consolidating other loans or credit facilities, the regulated entity must provide the borrower with a written indicative comparison of the total cost of continuing with the existing facilities and the total cost of the consolidated facility on offer.
49. Where an advertisement includes an annual percentage rate,
the advertisement must clearly state if the underlying interest rate is fixed or variable.
50. An advertisement for a term loan must, if displaying the annual
percentage rate and the term, display the total cost of credit.
51. Advertisements for a fixed-rate loan must, where applicable,
state:
Warning: You may have to pay charges if you pay off a fixed-rate loan early.

52. Advertisements for the consolidation of two or more debts must,
    where sample figures are offered in the advertisement, indicate the difference between the total cost of credit of the consolidated mortgage and the total cost of credit of the individual debts that are the subject of consolidation.
53. An advertisement for a debt consolidation mortgage must carry
    the following warning:
    Warning: This new loan may take longer to pay off than your previous loans. This means you may pay more than if you paid over a shorter term. Handling Complaints The following requirements for the handling of complaints apply in the case of business lending to SMEs other than to smaller enterprises. Complaints by smaller enterprises must be handled in accordance with the Complaints Resolution requirements of the Consumer Protection Code.
54. A regulated entity must have in place a written procedure for the
    proper handling of complaints with the objective of resolving the complaint as soon as possible. This procedure need not apply where the complaint has been resolved to the complainant’s satisfaction within 5 business days, provided however that a record of this fact is maintained. At a minimum, this procedure must provide that:
    (a) the regulated entity will acknowledge each complaint within 5 business days of the complaint being received; (b) the regulated entity will provide the complainant with the name of one or more individuals appointed by the regulated entity to be the complainant’s point of contact in relation to the complaint until the complaint is resolved or cannot be processed further; (c) the regulated entity will provide the complainant with a regular update on the progress of the investigation of the complaint; (d) the regulated entity will attempt to investigate and resolve a complaint within 40 business days of having received the

complaint; where the 40 business days have elapsed and the complaint has not been resolved, the regulated entity will inform the complainant of the anticipated timeframe within which the regulated entity hopes to resolve the complaint; (e) the regulated entity will advise the complainant, within 5 business days of the completion of the investigation of a complaint, of the outcome of the investigation and, where applicable, explain the terms of any offer or settlement being made; (f) in dealing with complaints the regulated entity will not be required to retain documents relating to declined applications for more than 12 months. Retention and Production of Documents
55. A regulated entity must prepare and maintain adequate
records required under this Code, and must produce all such records to the Central Bank of Ireland upon request.

53 1 224 6000 F +353 1 224 6561 www.centralbank.ie code@centralbank.ie Bosca PO 559, Sráid an Dáma, Baile Átha Cliath 2, Éire PO. Box No 559, Dame Street, Dublin 2, Ireland