Date Last Edited:  06/28/2008

Better Business Bureaus: When and How to Make a Consumer Complaint

If you have a complaint about a business, the BBB may be able to help you resolve your complaint without going to court.

If you do not have a complaint with a business, the BBB cannot help.

(See Before You Decide to Go to Small Claims and District Court  for other non-court options.)

What is the Better Business Bureau?

Better Business Bureaus (BBBs) are nonprofit organizations supported primarily by local business members. BBBs “promote an ethical marketplace by encouraging honest advertising and selling practices”. BBBs offer a variety of consumer services.

  • A BBB will act as an intermediary between consumers and businesses to help resolve complaints.
  • BBBs provide alternative dispute resolution. More on the mediation and arbitration rules used by BBBs
  • Many BBBs publish consumer education material.
  • BBBs provide information about charities and other organizations that are seeking public donations.

Companies carrying the BBB seal have been checked out by the BBB. They have agreed to work with the BBB to resolve customer concerns regarding goods or services.

What types of problems do BBBs handle?

BBBs can help you with certain types of consumer problems but not everything. BBBs can handle complaints relating to buying and selling goods and services in the marketplace, including advertising claims. BBBs will handle complaints involving all types of businesses - online, “bricks and mortar”, BBB members, non-members. They also accept complaints against charities and non-profit organizations.

Sample case types include: misleading advertising, complaint about a good or service, cell phone service, charity giving, complaint about how your private information collected online was used or a complaint about children’s advertising.

 A BBB is not the right place to start your complaint process if you have a complaint about:

  • debt collection practices;
  • the services of a health care professional or lawyer (although you can complain about billing practices); or
  • employer/employee wage disputes.

How do I file a complaint?

  • You can write your local BBB or file a complaint on-line.
  • Local information - You can find the address and phone number of the Better Business Bureau (BBB) that serves your area by entering your zip code in a Directory on BBB website.
  • You can file a complaint on-line

How does the BBB complaint process work?


They can help by contacting the local business and passing on your complaint. The business does not need to be a BBB member. Details on how the Better Business Bureau process works

Within a couple of days, your local BBB will then take the complaint to the company involved. Remember that the BBB does not represent you or take your side in the dispute. They will usually give the business 2 weeks to respond. BBBs report that they are able to resolve 70% of the complaints that they handle.

If the complaint cannot be satisfactorily resolved through contacting the business, the BBB may offer an alternative dispute settlement process, such as mediation or arbitration. Legal Terms Glossary.

Source: A special project of the Eastern Shore Regional Library under a Library Services Technology Act grant from the Division of Library Development Services/MD State Department of Education (author: Ayn H. Crawley).  Updated by the Maryland State Law Library (MSLL).

Date last reviewed (no legal content) – 6/28/08 (PLL/M.A.J.)