VA standards of conduct for claims agents (38 CFR 14.632), explained

Sources checked October 4, 2026. Independent guide, not affiliated with VA. Not legal advice.

As part of the application, every agent applicant certifies that they "will abide by the standards of conduct prescribed by VA in § 14.632" (38 CFR 14.629(b)(2)(x)). Breaking them is a ground for cancelling accreditation (14.633(c)(1)). Here is what 14.632 requires and prohibits.

Baseline duties

• "Faithfully execute" your duties, and "be truthful in their dealings with claimants and VA" (14.632(a)).
• Competence: "the knowledge, skill, thoroughness, and preparation necessary for the representation," including understanding the relevant provisions of title 38 U.S.C. and 38 CFR (14.632(b)(1)).
• Diligence: "reasonable diligence and promptness," including responding promptly to VA requests for information (14.632(b)(2)).

The 11 prohibitions

Under 14.632(c), a representative, agent, or attorney shall not:

1. violate the standards of conduct;
2. circumvent a rule of conduct through the actions of another;
3. engage in conduct involving fraud, deceit, misrepresentation, or dishonesty;
4. violate any provision of title 38 U.S.C. or 38 CFR;
5. enter into an agreement for, charge, solicit, or receive a fee that is clearly unreasonable or otherwise prohibited;
6. solicit, receive, or enter into agreements for gifts related to services for which a fee could not lawfully be charged;
7. delay, without good cause, the processing of a claim;
8. mislead, threaten, coerce, or deceive a claimant regarding benefits or rights;
9. engage in, or advise a claimant to engage in, acts prejudicial to the fair and orderly conduct of VA proceedings;
10. disclose, without the claimant's authorization, information provided by VA for purposes of representation;
11. engage in any other unlawful or unethical conduct.

Attorneys must also follow the professional conduct rules of every jurisdiction where they are licensed (14.632(d)).

Where agents get into trouble

• Fees before the initial decision. Charging for initial-claim work violates the timing rule (38 U.S.C. 5904(c)(1)). Accepting a "thank-you" gift for that work runs into (c)(6). See fees.
• Side businesses. OGC warns that law-related businesses, such as financial planning, referrals, and elder care, raise "heightened potential for ethical conflicts." It says unlawful or unethical conduct in such a business can count as a 14.632 violation (OGC FAQ). Accreditation may not be used to market financial products (VA OGC).
• Advertising. OGC says advertising tied to VA representation "must be presented in an ethical manner," and points to 14.632(c)(3), (8), and (11) (OGC FAQ).
• Confidentiality and staff. A claimant's consent to disclosure to you does not automatically extend to your staff (OGC FAQ). VA Form 21-22a has a separate item for authorizing disclosure to affiliated personnel (VA Form 21-22a, item 19).

What happens when a complaint is filed: suspension and cancellation.