Introduction
When a business treats you unfairly, sells you a defective product, engages in deceptive practices, or refuses to honor a warranty or refund policy, you have the right to file a formal complaint. Knowing where and how to complain can get you results — and in many cases, regulatory agencies have the power to investigate, fine, and even shut down businesses that repeatedly harm consumers.
Step 1: Try to Resolve it Directly First
Before filing a formal complaint, contact the business directly. Ask to speak with a manager or the owner. Explain the problem clearly and what resolution you are seeking. Many disputes are resolved at this stage. Document every interaction — keep notes of who you spoke with, when, and what was said.
Step 2: Send a Formal Demand Letter
If direct contact does not resolve the issue, send a formal written demand letter outlining the problem and what you want — a refund, replacement, repair, or other remedy. Send it by certified mail and keep a copy. This creates a paper trail and shows regulators that you made a good faith effort to resolve the matter.
Step 3: File a Complaint with the Right Agency
Different agencies handle different types of complaints. Here is where to go depending on the nature of your complaint:
Better Business Bureau (BBB)
The BBB is a nonprofit organization that mediates disputes between consumers and businesses. File a complaint at bbb.org. While the BBB has no legal authority, many businesses respond quickly to BBB complaints to protect their rating.
Federal Trade Commission (FTC)
The FTC handles complaints about deceptive or unfair business practices, scams, identity theft, and fraud. File at reportfraud.ftc.gov. The FTC does not resolve individual complaints but uses them to investigate patterns of wrongdoing.
Consumer Financial Protection Bureau (CFPB)
The CFPB handles complaints about financial products and services — banks, credit cards, mortgages, debt collectors, and credit reporting agencies. File at consumerfinance.gov/complaint. The CFPB forwards complaints directly to companies and requires a response.
State Attorney General
Your state’s Attorney General office handles consumer protection complaints against businesses operating in your state. They have the authority to investigate and take legal action against businesses engaging in deceptive practices. Find your state AG at naag.org.
State Licensing Boards
If your complaint involves a licensed professional — a contractor, doctor, lawyer, real estate agent, or insurance agent — file a complaint with the relevant state licensing board. They can investigate and revoke licenses.
Department of Consumer Affairs
Many states and counties have a Department of Consumer Affairs that handles a wide range of consumer complaints. Search for your local office online.
Small Business Administration (SBA) and CFPB for Small Businesses
If you are a small business owner with a complaint against another business or a financial institution, the SBA and CFPB both offer resources and complaint processes specifically for small businesses.
Industry-Specific Complaint Agencies
- Airlines: Department of Transportation at transportation.gov
- Insurance companies: Your state’s Department of Insurance
- Banks and credit unions: CFPB, FDIC, or the Office of the Comptroller of the Currency
- Healthcare providers: Your state’s Department of Health or medical licensing board
- Utilities: Your state’s Public Utilities Commission
- Online sellers: FTC and your state AG
What Information to Include in Your Complaint
- Your full name and contact information
- The business name, address, and contact information
- A clear chronological description of what happened
- Dates of all relevant transactions and communications
- Copies of receipts, contracts, correspondence, and any other supporting documents
- What resolution you are seeking
What to Do if Complaints Do Not Work
If regulatory complaints do not produce results, consider these additional options:
- File in small claims court for disputes within your state’s dollar limit
- Hire a consumer protection attorney — many work on contingency for strong cases
- Post honest reviews on Google, Yelp, and the BBB to warn other consumers
- Contact local news media consumer protection reporters for significant cases of wrongdoing
The information on LegalConsultants.com is provided for general informational purposes only and does not constitute legal advice. Always consult a qualified attorney for advice specific to your situation.