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Filing a Grievance

PRO members have an outstanding record of quality workmanship and living up to their contractual agreements with you. We would like to think that all PRO members are responsible all the time in every circumstance.

But sometimes “action” may need to take place.

It is not common, but sometimes our members don’t live up to our ethical standards. If you have hired a PRO member and you think they are doing wrong by you, one of your options is to file a grievance with us.

Please understand that we are not an enforcement agency. We can’t make a contractor finish a job, or give money back to you, or correct a mistake. We can however insist that they turn in their membership credentials and stop using our logo on all marketing material.

But when you file a grievance with PRO, we send your complaint to the contractor and ask for a response. In some cases, through that process, the problem gets solved. And if it doesn’t, the Board of Directors can remove them from membership and we demand they stop using our logo and identifying themselves as members. Also remember that your contract may have provisions for dispute resolution process already in it.

Here are our official grievance procedures.

Step 1. Preparation/Submission of Complaint

The complaint must:

  • be clearly, concisely documented and typed;
  • specify the provisions of the Code of Ethics, and/or unlawful practice alleged to be breached; include all pertinent details (date, time, place, individuals involved with complete contact information, supporting documentation);
  • disclose the relationship of the complainant to the member;
  • be signed by the complainant;

The complaint should be forwarded to:

Executive Director
Attention: Complaint
PO Box 3462
Merrifield VA 22116
(703) 400-1858

or by email to:


Improper or incomplete submissions may be returned and/or delayed. If the complaint does not meet the above requirements, the Executive Director, with assistance from the Ethics Committee, will follow up with the complainant to help them provide the necessary information.

Step 2: Response to Complaint

In order to ensure due process, a copy of the complaint will be forwarded to the member. The member will be required to respond to the complaint in writing within thirty (30) days of the date the complaint was forwarded to the member by PRO. The response must clearly address the allegations in detail and provide appropriate supporting documentation when necessary. The response must be submitted to PRO. Copies of the complaint and the response will be forwarded to the PRO Ethics Committee as soon as they are received.

Step 3: Ethics Committee Review

The Ethics Committee will review the complaint and response. The Ethics Committee may name a lead investigator who shall take all reasonable steps to investigate the complaint, which may include a visit to the project. The lead investigator, at his or her discretion, may request additional information from the complainant and/or the member, in which event the complainant and/or member must respond as specified by the lead investigator, but not to exceed within thirty (30) days. Failure to respond in a timely manner may result in either party being bound by all negative inferences from the lack of information.

The purpose of the Ethics Committee investigation is to gather information from both parties to determine whether or not the member company has violated PRO’s code of ethics, and, if so, whether or not the violations warrant action by the Board of Directors.

After the committee concludes its investigation, the committee will make a recommendation on the action to be taken by the PRO Board of Directors including, but not limited to dismissal of the complaint, suspension of membership, or revocation of membership.

During an Ethics Committee review, there will be no communication about the complaint between Board members and the member or complainant. Should a Board member contact any representative of the member or complainant about the matter during the investigation, that Board member will not be eligible to vote on any Board decisions regarding the matter.

Step 4: Board Action

The PRO Board of Directors will consider the case at its next regularly scheduled meeting (or special meeting), provided they can give at least 10 days notice to the member. Once the Board is satisfied that it has sufficient information, the Board will vote on the recommendation and any action will be communicated in writing to the complainant and the member.


Step 5: Request for Reconsideration

Either party has the right to request the reconsideration of the Board’s decision, which will be heard at the Board’s next regularly scheduled meeting. The reconsideration will be heard by the entire Board of Directors. Requests for reconsideration must be filed with Executive Director within 10 days of the receipt of the Board’s decision.

If the Board decides to hear the case, the Board will set up a procedure for the re-hearing.

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