PMP · Question #666
During the execution of a construction project, one of the neighboring businesses is complaining that the current building height does not agree with the initial project plans. What should the project
The correct answer is A. Ask the neighbor to submit a formal complaint about their concerns.. The project manager should first request a formal complaint from a neighbor raising concerns about project adherence, establishing an official record for proper investigation.
Question
During the execution of a construction project, one of the neighboring businesses is complaining that the current building height does not agree with the initial project plans. What should the project manager do first?
Options
- AAsk the neighbor to submit a formal complaint about their concerns.
- BInform the neighbor that the complaint will be escalated to the project sponsor.
- CInform the neighbor that all of the project documentation has been approved.
- DAsk the neighbor to leave the site immediately because the site is on private property.
How the community answered
(23 responses)- A78% (18)
- B4% (1)
- C13% (3)
- D4% (1)
Why each option
The project manager should first request a formal complaint from a neighbor raising concerns about project adherence, establishing an official record for proper investigation.
When a neighbor raises a formal complaint about project plans, the project manager should first establish a formal record by asking them to submit a written complaint. This allows for proper documentation, investigation, and adherence to any legal or regulatory procedures, ensuring the concern is addressed systematically.
Escalating to the project sponsor is premature; the project manager should first gather complete information and understand the nature of the complaint before involving higher authorities.
Simply stating that documentation is approved does not address the neighbor's specific concern about deviation from plans and can appear dismissive, potentially escalating the issue.
Asking a neighbor to leave, especially when they are raising a legitimate concern about project impact, is unprofessional, legally risky, and highly likely to escalate the situation negatively.
Concept tested: External stakeholder complaint handling
Source: https://www.pmi.org/pmbok-guide-standards/foundational/pmbok
Topics
Community Discussion
7
Ola B.Jul 5, 2026A is correct here. The neighbor is an external stakeholder, and any concern they raise needs to be documented and handled through proper channels, not dismissed on the spot. B and C are premature because you need that formal complaint to actually trigger the issue resolution process and review the approved plans. Think of it like building a quick sandbox for issue tracking, you capture the input first, then you verify against the baseline before escalating or defending the work.
Mateus R.Jul 6, 2026Good call on A, and to extend your sandbox analogy, documenting the concern is like tossing it in the backlog, it gets recorded but does not become a priority item until the product owner formally accepts it as an issue.
Mateus R.Jun 25, 2026Think of it like a neighbor hollering over the fence that your shed is too tall, you wouldn't just shout back that you have a permit or tell them to get off your lawn. You would ask them to put their concern in writing so you have something concrete to check against the rules. I first leaned toward C because it sounds reasonable to say everything is already approved, but that just dismisses the concern without actually verifying it. The PM needs that formal complaint to create a documented trail before reviewing the approved plans and addressing the issue properly.
Ola B.Jun 26, 2026Good analogy on the documentation angle, but worth noting on the real exam they love to frame this as a formal change request or claim, not just a complaint, so map it to whatever language the answer choices actually use.
Dervla O.Jun 20, 2026A is the process play here. A complaint from an external party still needs to be captured formally before you do anything with it, so you document it first and figure out the path forward. Curious how others think about this: does anyone know whether the formal complaint typically gets routed through the stakeholder engagement plan or the issue log in practice?
Orla P.Jul 5, 2026Going with B here. When an external party raises a concern that could turn into an issue, the PM's first move is to document it and let the stakeholder know it's being routed up the chain rather than dismissing them or sending them away.
Dervla O.Jul 7, 2026Actually A is the better pick here because when an external concern surfaces, the PM's first responsibility is to acknowledge it directly and assess whether it is a real issue before escalating or documenting anything formal, so you are not just routing it away without understanding what you are dealing with.