What if You Have a Consumer Complaint?

It’s frustrating when you spend your hard-earned money and don’t get what you paid for. Consumer protection laws exist to protect you from unfair and deceptive business practices. You can file a complaint with the government agency to improve your chances of a resolution.

If you have a consumer complaint, report it to the company and the right federal agency. If they still can’t resolve your issue, you can file a consumer protection lawsuit. If you don’t like how a company treated you, contact a consumer protection lawyer for legal advice.

How Should I Handle a Consumer Complaint About a Product?

Documenting relevant information is the first step you should take when resolving a service or product dispute. Write down what happened and what went wrong. Take pictures or videos for evidence to support your case. Here are some questions to consider:

• What is the defect?
• How does the product differ from the product advertised?
• What do the warnings and directions on the packaging say?
• What documents do you have?
• What information is on the receipt?
• Is there a warranty?

Confirming all this information can help you discover if the vendor made a mistake or the manufacturer is responsible. It will also prepare you to answer questions you’ll receive during the resolution process.

Once you gather all of this information, you should try going straight to the source of the problem. It’s possible that bringing a concern or complaint directly to the company may provide a quick resolution. Start with a salesperson, manager, or customer service representative. If the business can’t, or won’t, resolve a problem directly, you may need to escalate your concerns by filing a consumer complaint.

How Can I File a Consumer Complaint?

Several state and federal government agencies help consumers like you resolve a complaint against a company. Which one you should contact will depend on the type of product or service:

• A local or state office may help investigate complaints or mediate disputes. This includes your state consumer protection division or the attorney general’s office.
• Your local Better Business Bureau also helps with complaints and finding resolutions for problems with a business’s products or services.
• Federal agencies, like the Federal Trade Commission (FTC), may help address scams or financial fraud.
• The Consumer Financial Protection Bureau (CFPB) handles complaints about financial products and services, like car loans, credit cards, and debt collection.

You can search for the agency best suited to your specific issue. You can also file a complaint using a website, phone number, or mail address.

For consumer complaints, each agency will have its own consumer complaint form you need to submit. You can search an agency’s website to submit complaints online. Your complaint should explain the problem in detail and what you expect to resolve the dispute. Include supporting documents. Ensure you provide your contact information and check back if you haven’t heard a response.

Send photocopies of important documents when you submit the initial complaints—not the original copies. Hold onto original documentation if you need to take legal action through a civil lawsuit.

How Can I File a Consumer Complaint in Small Claims Court?

If you don’t get a resolution after the complaint process, you may want to use your legal rights. For consumer complaints involving a smaller amount of money, you can file a lawsuit in small claims court.

Small claims court handles disputes under a certain amount of money. Small claims courts may try to use the mediation process to resolve disputes. Mediation and arbitration are types of alternative dispute resolution. A third-party mediator or arbitrator can help you resolve the dispute faster than the court system.

When Should You Hire a Lawyer?

Generally, you don’t need a lawyer just to file a consumer complaint. In most situations, you can go through the small claims court without a lawyer. However, if more money is involved or you suffered a serious injury, you may want to talk to a lawyer. A consumer protection lawyer can explain your legal options and help you recover compensation.

An experienced lawyer may help you get more favorable outcomes in a court case. They can also negotiate with the company directly for a settlement to pay for your losses. For more information about your legal rights, talk to a consumer protection lawyer.