In today’s world, dealing with businesses can sometimes be tricky. Maybe you ordered a product that never arrived, received poor service, or experienced billing issues. When these situations happen, you need a reliable way to resolve disputes professionally. That’s where the Better Business Bureau (BBB) comes in.
The BBB is an organization that helps consumers report problems with businesses, facilitates communication, and provides a platform for accountability. Filing a complaint with the BBB is free, straightforward, and can often lead to a resolution without needing legal action.
In this guide, we’ll walk you through everything you need to know about filing a BBB complaint, from gathering your documents to following up on a resolution.
What Is the Better Business Bureau (BBB)?
The Better Business Bureau is a nonprofit organization that promotes trust between consumers and businesses. Founded over a century ago, the BBB collects and provides information about businesses, including:
- Customer reviews and complaints
- Accreditation status
- Business reliability and ethical practices
While the BBB doesn’t have legal authority to enforce refunds or penalties, it mediates between consumers and businesses to encourage fair resolutions.
Why You Might File a BBB Complaint
Filing a BBB complaint is appropriate in several scenarios, including:
- Receiving defective products or services
- Not getting refunds for returned items
- Being overcharged or misbilled
- Poor customer service or unresponsive companies
- Misleading advertisements or false claims
Filing a complaint doesn’t just help you; it alerts other consumers and motivates businesses to resolve issues responsibly.
Step 1: Gather Your Information
Before filing, gather all relevant details. Being organized improves your chances of a successful resolution. You’ll need:
- Your contact information: Full name, address, phone number, and email.
- Business information: Name, address, website, and phone number.
- Transaction details: Dates, amounts paid, invoices, or order numbers.
- Supporting documentation: Emails, receipts, screenshots, contracts, or warranty information.
- Clear description of the issue: Summarize what happened factually, including attempts to resolve the problem directly with the business.
Having all this ready ensures your complaint is complete and credible, increasing the likelihood that the BBB and the business take it seriously.
Step 2: Visit the BBB Website
To file a complaint, head to the official BBB website: https://www.bbb.org
Here’s what to do next:
- Click “File a Complaint” (usually at the top menu).
- Enter your state or region so your complaint goes to the correct BBB office.
- The website may ask you to create an account or provide your email address to track the complaint
Step 3: Fill Out the Complaint Form
The complaint form is straightforward. You’ll typically need to provide:
- Your personal information
- Business information
- Complaint type (product issue, service complaint, billing, advertising, etc.)
- A factual, concise description of the problem
- Supporting documents (optional but highly recommended)
Tips for Filling Out the Form
- Stick to facts and dates, avoid emotional language.
- Be clear and concise, focusing on what happened and what resolution you’re seeking.
- Attach proof, like screenshots, invoices, or emails the more evidence, the stronger your case.
Step 4: Submit Your Complaint
After filling out the form:
- Review all the information to ensure it’s accurate.
- Click Submit.
- You’ll receive a confirmation email with a reference number to track your complaint.
This reference number is important to keep it safe in case you need to follow up.
Step 5: BBB Reviews and Contacts the Business
Once submitted, the BBB takes the following steps:
- Reviews the complaint for completeness
- Forwards it to the business
- Requests a response from the business within a specific timeframe (usually 14–30 days)
- Contacts you if additional information is needed
The business is encouraged to respond promptly, explaining their side and proposing a resolution.
Step 6: Resolution Process
After the business responds:
- The BBB shares the response with you.
- Sometimes the BBB mediates communication between you and the business.
- If a resolution is reached, the complaint is closed and the outcome is recorded.
- If the issue isn’t resolved, the BBB may publish the complaint and response online, helping other consumers make informed decisions.
Common Mistakes to Avoid When Filing a BBB Complaint
Filing a complaint is straightforward, but mistakes can slow down or weaken your case. Avoid these common errors:
- Being vague: Providing specific details vague complaints are harder to act on.
- Not providing documentation: Evidence strengthens your complaint.
- Missing deadlines: Submit the complaint promptly after the issue arises.
- Being emotional or confrontational: Stick to facts; emotional language can hurt credibility.
- Not following up: Respond to any BBB requests for more information promptly.
How Long Does a BBB Complaint Take?
Typically, businesses are given 14–30 days to respond, depending on the BBB office and the complexity of the complaint. If the business responds promptly, many complaints are resolved within a few weeks.
If the business doesn’t respond, the BBB may mark the complaint as unresolved, but it will still be visible online, warning future customers.
Example of a BBB Complaint
Let’s say you ordered a set of craft supplies from a retailer and only received part of your order. You contacted the company multiple times but received no response. Here’s how you’d report it to the BBB:
- Gather your information: order number, receipt, emails to customer support.
- Go to BBB.org and select File a Complaint.
- Fill in your contact info and the company’s info.
- Describe the issue: “I ordered a 10-piece craft set on January 5, 2026, but only received 6 pieces. I contacted customer service three times with no response. I request a full refund or replacement.”
- Submit and track your complaint using the reference number.
After this, the BBB contacts the retailer. They respond, offering a refund or replacement, and the case is resolved, all documented on BBB’s website.
Benefits of Filing a Complaint With the BBB
- Mediated resolution: Many businesses respond quickly when contacted by the BBB.
- Consumer protection: Complaints are publicly visible, helping other customers avoid similar issues.
- No cost: Filing a complaint is completely free.
- Documented record: The BBB keeps a record of the complaint, which can be helpful if further action is needed.
- Professional communication: The BBB provides a neutral, structured platform to resolve issues.
FAQs About BBB Complaints
Q: Can anyone file a BBB complaint?
A: Yes. Any consumer, client, or customer can file a complaint against a business listed with the BBB.
Q: Does it cost money to file a complaint?
A: No, filing a complaint with the BBB is completely free.
Q: Will the BBB guarantee a resolution?
A: Not always. While the BBB mediates, the business may choose not to resolve the issue. However, complaints are recorded publicly, which can pressure the business to respond.
Q: How do I follow up on a complaint?
A: Use the reference number provided in the confirmation email to check the status or provide additional information.
Q: Can BBB complaints help small businesses too?
A: Yes. Small businesses benefit from resolving complaints through the BBB because it helps build trust with customers.
Tips for a Successful BBB Complaint
- Be organized: Gather all relevant documents before submitting.
- Be factual: Avoid emotional language and stick to the issue.
- Be concise: Clearly summarize what happened, when, and what resolution you seek.
- Provide evidence: Attach receipts, emails, or screenshots.
- Communicate promptly: Respond to BBB requests for additional information.
Conclusion
Filing a complaint with the Better Business Bureau is a simple, professional way to resolve disputes with businesses. By being organized, factual, and thorough, you increase your chances of getting a fair resolution.
Whether you’re dealing with a missed order, a faulty product, billing issues, or poor service, the BBB provides a trusted platform for mediation and accountability. The process is free, accessible online, and helps both consumers and businesses maintain trust and transparency.
Next time you have a business dispute, follow this guide and file a BBB complaint confidently you might be surprised how quickly an issue can get resolved.
