Complaining Effectively – Steps to Take

Who to complain to, what you should say.

• In some instances it will be best to contact the business that sold you the item or performed the service. In other cases, you may wish to go directly to the headquarters of the company or the manufacturer. Ask if they have a consumer affairs office and, if so, report the problem directly to them. Calmly and concisely describe the problem and what action you would like taken.

• Keep a record of your efforts to resolve the problem. When you write to the company, describe the problem, what you have done so far to resolve it and what solution you want. For example, do you want your money back or the product repaired or exchanged?

• Allow time for the person you contacted to resolve your problem. Keep notes of the name of the person you spoke with, the date, and what was done. Save copies of all letters to and from the company. Don't give up if you are not satisfied. There are third--party dispute resolution programs, trade associations, media programs, national consumer organizations, and legal assistance programs listed throughout this publication that may be able to assist you.

Writing A Complaint Letter

Whom To Contact and How To Find Them

• Address letters to the company consumer affairs department or to the president if there is no consumer affairs office.

• Call the company's toll free number. Look for it on any documents you have received from the company, in a directory of toll-free telephone numbers available at your public library, by calling toll-free directory assistance at 800-555-1212.

• Check the product label or warranty for the name and address of the manufacturer or parent company.

• Because the name of the manufacturer or parent company is often different than the brand name, check the following books in the reference section of your local library for contact information: Standard & Poor's Register of Corporations, Directors and Executives; Standard Directory of Advertisers; Trade Names Dictionary; Brands and Their Companies; and Dun & Bradstreet Directory.

What To Say

• Include in the letter your name, address, home or work telephone numbers, and account number, if any.

• Make your letter brief and to the point. Include the date and place you made the purchase, who performed the service, information about the product (such as the serial or model number, warranty terms), what went wrong, with whom you have tried to resolve the problem, and what you want done to correct the problem.

• Be reasonable, not angry or threatening. Type your letter, if possible, or make sure that your handwriting is neat and easy to read.

• Include copies, not originals, of all documents.

What To Do Next

• You might want to send your complaint letter with a return receipt requested. This will cost more, but it will give you proof that the letter was received and will tell you who signed for it.

• Keep a copy of your complaint letter, and all letters to and from the company.

• If you believe you have given the company enough time to resolve the problem, file a complaint with your state or local consumer protection office, the Better Business Bureau, or the regulatory agency that has jurisdiction over the business, e.g., banking, insurance and utilities commissions. Include information about what you have done so far to try to resolve your complaint. If you think a law has been broken, contact your local or state consumer protection agency right away.