Tuesday, September 26, 2023

Filing a Complaint with the BBB

Filing a Complaint with the BBB

In the world of business, not all transactions or experiences go smoothly. There may be instances when a product or service does not meet your expectations or when a company fails to resolve an issue to your satisfaction. In such cases, filing a complaint with the Better Business Bureau (BBB) can be an effective course of action. In this article, we’ll guide you through the process of filing a complaint with the BBB.

What is the Better Business Bureau (BBB)?

The Better Business Bureau is a private, nonprofit organization that aims to promote ethical business practices. It helps consumers identify trustworthy businesses and provides a platform for resolving disputes through its complaint resolution process. The BBB assigns ratings to businesses based on various criteria, including how they handle customer complaints.

When Should You File a Complaint with the BBB?

Before filing a complaint with the BBB, it’s essential to understand the kind of issues they can help with. BBB typically handles complaints related to customer service, billing, refunds, contracts, advertising, and sales practices. However, they do not handle complaints about employment issues, discrimination, or matters that are or have been in litigation.

Steps to File a Complaint with the BBB

Step 1: Try Resolving the Issue with the Business First

Before you escalate the matter to the BBB, it’s advisable to try to resolve the issue directly with the business in question. Contact their customer service department and clearly explain the issue. Keep records of your communication.

Step 2: Gather Relevant Information

Collect all pertinent information regarding your complaint. This includes receipts, contracts, emails, or any other documentation that supports your case.

Step 3: Check if the Business is BBB Accredited

Visit the BBB website and search for the business in question to see if it is BBB accredited. While the BBB accepts complaints about both accredited and non-accredited businesses, accredited businesses have a commitment to resolve complaints in accordance with BBB standards.

Step 4: File the Complaint

  • Go to the BBB website and navigate to the ‘File a Complaint’ section.
  • Choose the type of complaint you wish to file.
  • Fill in your contact information.
  • Provide details about the business.
  • Clearly explain the nature of your complaint and specify the resolution you are seeking (e.g., refund, apology, repair, etc.).
  • Attach any supporting documents.
  • Review and submit your complaint.

Step 5: Monitor Your Complaint

After submitting your complaint, the BBB will forward it to the business within two business days. The business is asked to respond within 14 days, and if no response is received, a follow-up notice will be sent. You can monitor the status of your complaint through the BBB website.

Step 6: Review the Business’s Response

Once the business responds, the BBB will notify you. Review the response and, if it resolves your issue satisfactorily, the complaint will be closed. If not, you may provide feedback or further information to the BBB.


Filing a complaint with the BBB can be an effective way to resolve disputes with businesses. Remember to be clear, concise, and factual in your complaint, and to keep realistic expectations. While the BBB cannot force a business to resolve a complaint in a particular manner, it facilitates communication and often helps in reaching a resolution.