How to File a Consumer Complaint Online

Last Updated: August 25, 2021 References

Have you had a bad experience with a company? Scams, misplaced orders, and other issues can be tricky territory to navigate, but you’re definitely not alone. Don’t worry—there are plenty of online resources that can help get to the bottom of your issue. We’ve answered all of your frequently asked questions to help you get started.

Question 1

Question 1 of 8:
Should I file a complaint immediately?

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No, you should try to speak with the seller first. Try to get in touch with a salesperson or customer service agent first, if possible. If you a salesperson or service rep can’t help, take your complaint to the company’s corporate office of consumer affairs department. If your issue still isn’t resolved at this point, file your complaint with a third-party group instead.^{[1]
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USA.GOV
Official website for the United States federal government
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- For instance, if you bought a faulty blender, you might call the official customer service number for the company. If had an issue with an eBay order, you’d reach out to the individual seller and eBay themselves before filing a complaint.

Question 2

Question 2 of 8:
What do I need when I speak to the seller or file a complaint?

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Assemble any receipts, warranties, or other paperwork related to your purchase. Also, print out any past emails or other communication you had with the seller, which can help you build your case. This paperwork will come in handy when you’re speaking with the seller, or when you’re getting ready to file a complaint.^{[2]
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USA.GOV
Official website for the United States federal government
Go to source}
- The actual paperwork will depend on whatever you’re filing a complaint about. For instance, you might have a work order, contract, or sales receipt to prove your purchase.

Question 3

Question 3 of 8:
Where can I file my complaint?

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Report issues with American or Canadian businesses to the Better Business Bureau (BBB). The BBB is a neutral, third-party group that will process your complaint about an American or Canadian company’s products or services. Fill out a complaint on their site, where you can share what your complaint is about, which company is involved, and other valuable details.^{[3]
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Trustworthy Source
Better Business Bureau
Nonprofit organization dedicated to promoting marketplace trustworthiness by educating consumers and reviewing businesses
Go to source} The BBB will process your complaint in about 2 days, and help you get in touch with the business in question. Generally, the average BBB complaint gets resolved in about a month.^{[4]
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Trustworthy Source
Better Business Bureau
Nonprofit organization dedicated to promoting marketplace trustworthiness by educating consumers and reviewing businesses
Go to source}
- Here’s a link to the BBB’s official site: https://www.bbb.org/consumer-complaints/file-a-complaint/get-started.
- The BBB only accepts and processes complaint related to a company’s services or products. If your complaint has to do with an employer or employee or some type of discrimination, the BBB won’t be able to help.^{[5]
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  Trustworthy Source
  Better Business Bureau
  Nonprofit organization dedicated to promoting marketplace trustworthiness by educating consumers and reviewing businesses
  Go to source}
- The BBB is a completely free service. However, if your complaint doesn’t get resolved, you can pay BBB a small fee to help officially mediate and arbitrate your issue with the company.^{[6]
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  Better Business Bureau
  Nonprofit organization dedicated to promoting marketplace trustworthiness by educating consumers and reviewing businesses
  Go to source}

Question 4

Question 4 of 8:
Is it worth filing a complaint with the BBB?

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Yes, it is. The BBB is a free service that helps you file your complaint in an efficient, productive way. Plus, your complaint gets anonymously posted to the BBB site afterward, and can help other customers further down the line.^{[7]
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Trustworthy Source
Better Business Bureau
Nonprofit organization dedicated to promoting marketplace trustworthiness by educating consumers and reviewing businesses
Go to source}

Question 5

Question 5 of 8:
What happens if a company doesn’t respond to a BBB complaint?

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Talk to your assigned counselor on the BBB site. The BBB acts as a mediator, and can’t force a business to reply. Ask your BBB for specific suggestions—they can recommend some referral agencies and walk you through your options.^{[8]
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Trustworthy Source
Better Business Bureau
Nonprofit organization dedicated to promoting marketplace trustworthiness by educating consumers and reviewing businesses
Go to source}

Question 6

Question 6 of 8:
Where else can I file my complaint?

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Resolve financial issues with the Consumer Financial Protection Bureau (CFPB). On the online form, pick the product or service that applies to your complaint, like a vehicle loan or mortgage. Then, answer the multiple choice follow-up questions. The CFPB will ask you about the specifics of your problem, what happened, which company is involved, and which people are involved. Then, the CFPB will send your complaint and any extra documents to the company in question, and get back to you in about 15 days.^{[9]
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US Consumer Financial Protection Bureau
U.S. government agency for protecting consumers in the financial sector
Go to source}
- You can reach the CFPB site here: https://www.consumerfinance.gov/complaint/getting-started/.
- The CFPB is a good option if you’re complaining about a major payment, like a mortgage, loan, money transfer, or credit card issue.
2
Report scams to the Federal Trade Commission (FTC). On the digital form, describe your problem and how you were defrauded. Once you’ve completed the form, the FTC will walk you through your possible options and send your report to thousands of law enforcement officials.^{[10]
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- You can access the FTC website here: https://reportfraud.ftc.gov/#/assistant
- If you already filed a complaint with the CFPB, you don’t need to submit anything to the FTC.^{[11]
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- If you’re a victim of identity theft, report it here: identitytheft.gov.
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Contact your state’s attorney general. Visit your state website’s consumer complaint webpage. This site will help you file a complaint with the attorney general office, who can help get your issue figured out.^{[12]
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Trustworthy Source
USA.GOV
Official website for the United States federal government
Go to source}
- Find your local attorney general here: https://www.naag.org/find-my-ag.
- Some states have online portals where you can file complaints with the attorney general’s office. On this form, describe your complaint, the company you’re complaining about, your own contact information, and how you’d like the complaint to be resolved.^{[13]
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  State of Massachusetts
  Official website for the State of Massachusetts
  Go to source}

Question 7

Question 7 of 8:
What if I’m dealing with an international business or seller?

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File complaints with international businesses on the EConsumer site. If you’re not from the U.S. or are having an issue with an international company, Econsumer.gov is your best bet. Using their online form, describe what kind of complaint you’re filing. EConsumer will record your complaint, and use the data to pinpoint patterns.^{[14]
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- File your complaint here: https://www.econsumer.gov/en/Home/FileAComplaint/1#crnt.
- Since EConsumer operates on such a wide scope, you may not resolve your complaint.

Question 8

Question 8 of 8:
How do I report a telemarketing scam?

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File a complaint on the DoNotCall site. List the scam number that called you, as well as the date and time that you received the call. Using this information, the FTC will investigate the call on your behalf.^{[15]
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- You can find the DoNotCall site here: https://www.donotcall.gov/report.html.