What this means
m21-4:8.7 explains formally addressing disagreements. In plain terms, the official guidance says it is anticipated that occasionally hubs and the FCC may disagree with a QA review result or believe the explanation offered is unclear or inadequate. Hubs and the FCC should formally address any basic disagreement over the correctness of an error call. It also addresses p&F Service will accept submission of reconsideration requests received within 10 business days from the date the error correction record was created in QMS or Genesys. P&F Service will respond within 30 days.
How this may help with a claim
Use m21-4:8.7 when organizing evidence or checking VA's handling of formally addressing disagreements. Compare your application, supporting records, and notice with this source-specific point: It is anticipated that occasionally hubs and the FCC may disagree with a QA review result or believe the explanation offered is unclear or inadequate. P&F Service will accept submission of reconsideration requests received within 10 business days from the date the error correction record was created in QMS or Genesys. Save proof of submission and identify the exact condition, exception, or missing development step before requesting correction or choosing a review option.
What to review in your file
- Check the file against this official condition: To request a formal reconsideration of an error, the hub must submit the request through QMS and the FCC must submit the request through the Genesys system.
- Confirm that the record or notice addresses this source point: P&F Service will accept submission of reconsideration requests received within 10 business days from the date the error correction record was created in QMS or Genesys. P&F Service will respond within 30 days.
- Document how this stated step or exception applies: Exceptions to the 10-day period must be requested by contacting the P&F Service Quality staff at VAVBAWAS/CO/P&F QUAL OVRST.
Important limits
m21-4:8.7 explains VA guidance for formally addressing disagreements; it does not guarantee an award or replace the statutes, regulations, binding decisions, and review instructions that control an individual claim. Conditions and exceptions still matter, including this source point: It is anticipated that occasionally hubs and the FCC may disagree with a QA review result or believe the explanation offered is unclear or inadequate. P&F Service will not remove an error on reconsideration merely because the error was misclassified on the appropriate quality checklist (e.g., E3 vs.
Search terms when useful
Phrases that may help when searching your claim file or this library.
- Formally Addressing Disagreements
- m21-4:8.7
- Requests Reconsideration
- This section describes requests
- requesting reconsideration
- process request reconsideration
- additional reconsideration requests.
- 8.7.a. Formally Addressing Disagreements
Original VA guidance
The official VA text of this section
7. Requests for Reconsideration
Introduction
This section describes procedures for requests for reconsideration, including
- formally addressing disagreements
- requesting reconsideration
- process for a request for reconsideration, and
- additional reconsideration requests.
Change Date
August 31, 2026
8.7.a. Formally Addressing Disagreements
It is anticipated that occasionally hubs and the FCC may disagree with a QA review result or believe the explanation offered is unclear or inadequate. Hubs and the FCC should formally address any basic disagreement over the correctness of an error call.
8.7.b. Requesting Reconsideration
To request a formal reconsideration of an error, the hub must submit the request through QMS and the FCC must submit the request through the Genesys system. The request for reconsideration must be submitted by the Fiduciary Hub Manager (FHM), the FCC Manager (FCCM), or designee no lower than an assistant coach.
P&F Service will accept submission of reconsideration requests received within 10 business days from the date the error correction record was created in QMS or Genesys. P&F Service will respond within 30 days. Requests for reconsideration that are not received within the established time limit will be rejected and returned to the clearing hub’s QMS Coach Team Queue or the FCC for action.
Note: Exceptions to the 10-day period must be requested by contacting the P&F Service Quality staff at VAVBAWAS/CO/P&F QUAL OVRST.
8.7.c. Process for a Request for Reconsideration
Requests for reconsideration must include pertinent
- FPM procedures
- FCC procedures
- supporting statutes and regulations
- CAVC opinions
- General Counsel Opinions
- General Counsel precedent decisions, or
- policy letters.
P&F Service will provide a formal decision. The QA Staff will update the system to reflect the decision upon completion of the reconsideration. Hubs and the FCC should maintain and monitor results of reconsideration requests to ensure the effectiveness and integrity of the review process.
P&F Service will not remove an error on reconsideration merely because the error was misclassified on the appropriate quality checklist (e.g., E3 vs. G3) when a legitimate error exists. Removing known errors included in the nationally mandated sample is contrary to sound quality control principles and provides stakeholders with inaccurate data.
Notes:
- In these instances, the error will be upheld but reclassified to reflect the correct classification.
- This process will not affect the hub's or the FCC’s right to ask for an additional reconsideration using the secondary process found in M21-4, 8.7.d.
8.7.d. Additional Reconsideration Requests
Hubs and the FCC have the right to seek additional reconsideration from P&F Service on upheld substantive errors.
- FHMs must make the requests to P&F Service by utilizing the RECON 2 button in QMS.
- FCCMs must make the requests to P&F Service by submitting a memo to VAVBAWAS/CO/P&F QUAL OVRST.
- Submit requests within five business days of when the hub or FCC received notification of an upheld error.
Important: P&F Service reserves the right to alter this timeline at the end of the FY reporting period to ensure timely final quality reports. If P&F Service withdraws the error(s), the QA Staff will amend the decision as directed, and provide feedback to all quality reviewers to ensure that such errors are not cited in the future.