The first step in resolving a complaint is to speak directly to the business or service provider, either on the phone or in person.

Organize Your Information

Before approaching the business, take a few minutes to collect information you may need and to decide on what resolution would satisfy you.

1. First, organize all your documentation about the product or service, such as receipts, canceled checks, and warranty documents. Also, it is helpful to know the date of purchase and the product’s model number, and the name or the salesperson who sold you the item or performed the service.

2. If the product has a warranty, read the warranty card or pamphlet to see if the problem is covered.

3. Determine your ideal solution to the problem. Should the product be repaired or replaced or would you like a refund?   If the problem is with a service, should the work be redone? The business may offer a solution you had not thought of, so it is important to stay flexible.

Negotiating with the Business

The most effective way to negotiate a good resolution to a problem is to proceed with self-assured good manners rather than anger. When a product or service fail to live up to your expectations it is normal to feel upset and angry, but a positive attitude and pleasant demeanor will often get you better, faster results than showing your irritation.

Call the business where you purchased the product or service. Find out who is authorized to deal with customer problems. Many large retailers have a customer service department, which is a good place to start. If the business does not have a customer service department, find out the name of the person who has authority to help customers with their problems and write it down.

When negotiating in person or over the telephone make sure to:

1. Introduce yourself pleasantly to the person helping you with your problem. Make sure you record the name of the person with whom you are speaking and the date of your conversation.

2. Keep the tone of your voice controlled and be courteous. You may be upset, but the problem is probably not the fault of the person with whom you are speaking.

3. State your problem and state what  you want done as simply as possible.

4. The person assisting you may be authorized to offer you certain options. If these are consistent with what you want, then your problem has been successfully resolved.  If you do not wish to accept that offer, you may want to take your complaint to a higher level of authority.

5. If this person cannot help you, find out who can and write the person’s name down. Also find out how to contact him or her.

When a solution to the problem has been agreed upon, both you and the person assisting you need to be sure that you are clear on what that solution is. Repeat the agreed upon solution to the person exactly as you understand it, including dates by which work is to be completed and who is responsible for what costs.

If the plan is complex or involves more than one person to implement, it is a good idea to write out the agreement. Be sure that you write down the name of the person assisting you so that if the proposed solution is not carried out as planned, you can refer to the same person.

Writing a Complaint Letter

click here to see a sample complaint letter

If your attempts to negotiate in person or by phone have not solved your problem, you will probably want to take the next step of writing a complaint letter to the company. 

A complaint letter is important because it:

1. Lets the company know you are serious about pursuing your complaint (some businesses may ignore your complaint unless they see something in writing);

2. Makes a record of your complaint with the company;

3. Helps preserve any legal rights you may have in the situation;

4. Ensures that the company knows your side of the story;

5. Helps to get government agencies involved in your case, if it becomes necessary, and can alert the agencies to any questionable business practices that the company may have;

6. Can lay the foundation for any future legal case and help you in drafting later letters, if you need to write more than one. 

To find the company address, check the product label or warranty for the name and address of the manufacturer.  You may also be able to find the company contact information on the internet. If you cannot find information about the company from the label, warranty or the internet, try reference manuals like Standard & Poor’s Register of Corporations, Directors and Executives or Thomas Register of American Manufacturers at your local library.

You should direct your letter to the customer service department or to the company’s president. For a sample complaint letter, click below.

Sample Complaint Letter

If you are unsuccessful in getting your complaints resolved directly with the company and must contact other sources for assistance, refer to your letter. The next step is to contact a public or non-profit agency to get help with your problem.

This information is adapted from New Hampshire Department of Justice, The Consumer Protection and Antitrust Bureau