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How to Complain Effectively

By: Source: AARP.org Date Posted: 2003-04-18 12:31:00-04:00

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If you have a problem with a business, you may be able to resolve it by returning the product or making a phone call. In some instances, you may have to write a letter of complaint. However, before you do anything, decide what you want the company to do: Refund your money, repair the product, or exchange it for a new one.

Making a Phone Call

• If the call is long distance, look at the product package for a toll-free customer service number, or call toll-free directory assistance (1-800-555-1212) to see if the company has a toll-free number.
  
  
• Ask to speak to the consumer affairs or customer relations department or the head of the company if there is no consumer affairs office.
  
  
• Calmly and concisely describe the problem and what action you would like the company to take.
  
  
• Keep notes detailing who you spoke with, what she or he said, the date, and time. Ask when you should expect a response.
  
  
• If the issue is not resolved, and you call again, ask for the name of the person's supervisor so that you can write a letter to him or her.
  
  

Sending a Letter, Fax or Email

• Type your letter and be specific. Be sure to include your name, address, phone number, and email address. Include your account number if you have an account with the company.
  
  
• Be reasonable and persistent, not angry or threatening.
  
  
• Include copies of any relevant documents and keep a copy of your complaint letter.
  
  
• File a complaint with your state or local consumer protection office, Better Business Bureau, or state agency that regulates the industry or product if the company doesn't resolve your problem in a reasonable time.
  
  

Additional Options

• Stop payment on a check.
  
  
• Dispute charges through your credit card company. You do not have to pay the charges while the bill is in dispute, but the interest will still accrue.
  
  

Additional Resources

Federal Consumer Information Center
The Federal Consumer Information Center provides a sample complaint letter as well as a handbook with consumer resources.

National Institute for Consumer Education
The National Institute for Consumer Education provides detailed information on how to complain.

Consumer Action Group
This non-profit, membership organization offers a wealth of information in several languages about how to complain.