Making an Effective Consumer Complaint

By Remar Sutton, DCU StreetWise Spokesperson

When you purchase a product that is defective or doesn't perform properly or perhaps you receive a service that is unsatisfactory, how do you make a consumer complaint that will get results? Experts recommend using the following steps and tips to resolve a problem.

Be prepared. For any purchase or service, keeping supporting documents is very important. Keep sales receipts, contracts, manuals, warranty information, and any other information that comes with the product or service. Users manuals, warranty paperwork and contracts may describe the process to be followed for complaints. If so, follow those steps. If not, the steps below will work.

Act quickly. Some companies may limit their responsibility for responding to complaints to a certain time period.

Always be polite but firm on the phone or in writing. Raising your voice, cursing, or being unpleasant in other ways won't help resolve the situation.

First contact the business that sold you the item or performed the service. You may wish to begin with a phone call to customer service or consumer affairs if available. If not, communicate with the manager, president, or owner. Make sure you keep a written record of your phone conversation: the person you spoke with, when the call was made, and what action was promised.

If talking in person or on the phone is not effective, then write a letter. Many experts actually recommend this as a first step. Be clear and concise. Include all of the facts. Include copies—not the originals—of any supporting documents such as sales receipts, warranties, canceled checks, contracts, and any previous correspondence. You may want to send your letter by certified mail, return receipt requested. This will give you a record of who received the letter and when. Some of the resources below provide sample complaint letters.

If the seller does not respond, take your complaint a level higher to the seller's corporate office or to the manufacturer. If you can't resolve the complaint with the business directly, then escalate the issue to the next level. Many retailers may have a regional or corporate office. In other cases, the seller may refer you to the manufacturer or you may choose to go to the manufacturer if you've had no response or an inadequate response from the seller.

You may find a phone number for the company or manufacturer on the packaging of a product. You may locate a toll-free number for the company by calling 1-800-555-1212 for directory assistance for toll-free numbers (there may be a charge for directory assistance). Or from the resources below, use the Consumer Protection Page from Consumer Reports, which lists contact information for manufacturers.

If the seller or manufacturer does not respond, seek help from consumer agencies. If your issue still hasn't been resolved, you may wish to seek assistance from a local or state consumer agency, such as the Better Business Bureau or the consumer protection office of your state attorney general. For example, you may wish to use a dispute resolution program such as that offered by the Better Business Bureau. Or you can work through other offices or agencies listed in the references below. You can also file a complaint with the Federal Trade Commission online or call toll-free 1-877-FTC-HELP or TTY 1-866-653-4261.

Take it to court. If your dispute still hasn't been resolved, then you may want to get legal advice to determine if you should take the issue to court.

For more information

These articles and sites provide more details about these steps and offer additional resources such as sample letters, and links to company information.

The Consumer Action Website has useful phone numbers, addresses, and websites for corporations, Better Business Bureaus, consumer organizations, and much more. The After You Buy section provides some general tips, steps, legal recourse, and a sample complaint letter.

Consumer Reports Consumer Protection page has phone numbers and other contact information for hundreds of manufacturers (under Manufacturers) and has links to federal, state, and local information sources and consumer agencies (under Product/Service complaints).

Solving Consumer Problems from the FTC
Describes actions you can take and organizations that can help and includes a sample complaint letter.

How to Right a Wrong from the FTC
Describes how to handle issues related to mail and telephone order shopping, unordered merchandise, and door-to-door sales.

Resolving Consumer Disputes: Mediation and Arbitration from the FTC
Describes finding and choosing an alternative dispute resolution program.

Massachusetts Office of Consumer Affairs & Business Regulation
Has consumer information organized by topic. For example, you can find: A Massachusetts Consumers Guide to Shopping Rights under Shopping Issues.

So, what do you think?

If you find this review helpful, please pass the word to your friends. Also email me with any comments or suggestions.

Remar Sutton

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