How to File A Complaint Against a Business (50-State Guide)

Did a business do you wrong? For example, did a business fail to give you a refund, fail to deliver an item you bought, or did not provide the service you thought you would be receiving?

In this article, we cover several ways you can file a complaint against a business:

1. Contact the business directly.

2. Reach out to the company via Twitter or other social media.

3. File a complaint with the government entity that regulates the industry the business is in.

4. File a complaint against the business with the Better Business Bureau ("BBB").

5. File a small claims court lawsuit.

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Contact the Business Directly

Your first step should always be to try and resolve the problem directly with the business. Directly resolving the complaint with the business will save you time, money, and stress down the road.

Informal communication: Call, Text, Email

Start by communicating your concerns through email or phone. Make sure you keep copies of the emails and texts and also write down dates and times of every phone call with notes for each call (for example, “On June 22, 2024, at 11:00 am, spoke with Cynthia Johnson, a customer service representative, and she said they would get back to me within ten days”).

Formal Communication: Try a Demand Letter

A demand letter is a useful tool when dealing with a complaint against a company. A demand letter is a letter you can send to the business outlining a set of requests you would like the business to fulfill.

Here are some reasons to consider sending a demand letter to a company:

• A demand letter signals to the company that you are serious about the complaint and willing to take action to resolve the problem. Demand letters are an effective means of getting a company’s attention after your previous efforts to communicate your complaint directly with the company have failed.

• The judge in your case may ask you at your small claims hearing if you sent the company a demand letter. By sending a written demand letter, there is a record of your attempt to settle that you can demonstrate to the judge.

• The most important reason to send a demand letter is that it may lead to a resolution of your complaint without you having to take further action.

• If you decide to file a complaint with a government agency, they may require proof that you tried to resolve the problem on your own.

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Here is a video on how our demand letter tool works:

Reach Out to the Company on Social Media

One way to get your complaint against a business sorted out is to reach out to the business via Twitter or other social media platforms. Find the business on Twitter and see if they respond to customer complaints. If they don't, it may not be worth your time voicing your concerns on Twitter. Some companies even have a dedicated Twitter handle or username for customer complaints!

Government Complaints Against a Company

Did you know that there is almost always a government entity that regulates a business? This means that there are government departments that investigate complaints against businesses when they do something wrong. Each state has its own government regulators and the federal government also has regulators.

Below, we have linked several of our articles that go over how to file a complaint against a company in each of the following industries:

We also have created state-specific guides on how to file a complaint against a company for Arizona, California, New York, and Texas.

If a state does not have a government entity that regulates an industry, you can file a complaint against the company with the state attorney general. State attorney generals act as the primary enforcers of consumer protection laws in their states and are a good resource for consumers dealing with company complaints. The process of filing a complaint with the attorney general can be as easy as completing a complaint form online or calling a complaint hotline. Learn more in our 50-State Guide to Attorney General Complaints.

What happens after I file a government complaint against a business?

Will you get your issue resolved against a business after filing a complaint with a government agency? The answer to this question really depends on the government department you filed the complaint with. The state legislator (or federal legislators) set the requirements for each government department. This means that your elected officials determine with the government entity can or can't do when investigating a consumer complaint of a business.

Here are some examples of the authority of government entities:

• Some government departments have the authority to investigate consumer complaints and issue fines or take away a license required to do business.

• Some government departments can investigate consumer complaints but cannot require the business to issue you a refund.

• Some government departments can help enforce a court order or judgment if you win a lawsuit against the business.

After you file the complaint, the government agency will likely reach out to you letting you they have received your complaint. If they are unable to help you with your complaint they will let you know. They will also let you know the time frame and their process for handling the complaint against the business.

What types of complaints against a business can I file?

Each agency accepts different types of complaints, but here are some of the most common complaints against a business an agency can handle:

• When a business fails to refund you they should have refunded you.

• When you purchase an item or a service from a business they don't respond to you.

• When the law requires the business to do something, but the business is not following the law.

Many government agencies also publish consumer guides for common problems.

The government agency in charge of regulating a business knows common complaints or issues within its industry. They tend to publish consumer guides or consumer complaints so make sure you check out the agency's website to see if you have a common issue! 

Here are some common guides:

• The California Department of Insurance publishes guides for dealing with different types of insurance companies. Here are some quick links: Auto Insurance, Health Insurance, and Homeowners Insurance. The Department of Insurance also publishes common laws and regulations that apply to disputes with insurance companies.

• The U.S. Department of Transportation has published a Consumer Guide to Air Travel that outlines airline passenger's rights.

• The California Contractors State Licensing Board publishes guides on hiring contractors.

• The Bureau of Auto Repair has published guides on how to work with a mechanic.

How to file a complaint against a business with the government

Each government entity has a different process for filing a complaint against a business but in general, you are either able to file the complaint online or by mail. Go to the government entity's website that you want to file a complaint with to learn the steps.

File a Complaint Against the Business with the BBB

What is the Better Business Bureau ("BBB")?

The BBB is a non-profit that serves as an intermediary between companies and consumers. The BBB is not part of the government and cannot force the business to resolve your complaint.

Reasons why some businesses respond to BBB complaints:

• If the company is accredited with the BBB and they don't respond to a BBB complaint, their accreditation may be revoked and the complaint becomes part of their BBB profile.

• If the company is not accredited with the BBB, the complaint will become part of their BBB profile.

• BBB reviews provide other consumers with confidence when engaging with a company. Companies do not want negative BBB complaints.

Reasons why some businesses don't respond to BBB complaints:

• They have already received too many BBB complaints and another complaint won't affect them.

• The BBB is a non-profit that doesn't have regulatory power over them (the BBB can't stop them from doing business).

What types of complaints against businesses does the BBB handle?

The BBB handles a broad range of complaints against businesses. Here are some common types of complaints against businesses submitted to the BBB:

• Used and new car sales

• Disputes with phone companies (bills, overcharges, returns)

• Disputes against any business for their product or service

• Deceptive advertising

• Concerns with privacy policy or practices

• Disputes against a charity

Read More: How to file a complaint with the Better Business Bureau (BBB)

How to file a complaint against a business with the BBB

1. Click here to go to the Better Business Bureau website.

2. Scroll to the bottom of the page and click the button “Start Your  Complaint.”

What to Expect Once you Submit your Complaint to the BBB

• The BBB will forward your complaint to the company within 2 business days.

• The company will be asked to respond within 14 days, and if a response is not received, a second request will be made.

• You will be notified of the company’s response when the BBB receives it (or notified that they received no response).

• Complaints against companies are usually closed within 30 business days.

Sue in Small Claims Court

Small claims courts handle a variety of issues related to complaints against companies. Small Claims Court is often called the “People’s Court” because of its informal procedures, user-friendly processes, and affordable nature.

Here are some common reasons to file a small claims lawsuit against a company:

• A company won’t give you a refund.

• A company fails to provide products and services you paid for.

• A company provides faulty products or unsatisfactory services.

• A company engaged in deceptive practices or false advertising.

How much can you sue a company for in small claims court?

• Each state has a different small claims limit. Generally, this limit varies between $3,000 - $25,000.

• For example, in California small claims court, you can sue for $12,500, while in New York, the limit varies from county to county and can be between $3,000- $10,000.

• In general, if a company owes you more than the amount you can sue for, you can still sue for the maximum amount allowed, but you will need to waive any additional amount over the small claims limit.

How much does it cost to take a company to small claims court?

• The amount you will pay to file a small claims lawsuit against a company varies from state to state but generally is between $15- $75. If you cannot afford to pay court fees, the small claims court you are trying to file in may offer fee waivers.

• You may also need to pay to notify the company that you have filed a small claims lawsuit against them. This is called serving or service of process, and the amount you will need to pay to serve the company ranges from $0- $125.

• The rules around serving are very specific in each state, so make sure to review them as you go through the small claims process.

Learn more in our 50-State Guide to Small Claims.

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