When a business has delivered a defective product, refused a refund you believe the policy supports, billed you incorrectly, or failed to provide a service, start with a short written request to the business. Say what happened, attach the key evidence, and ask for one specific remedy.

Filing a complaint doesn't automatically create a right to a refund or require a company to pay. The result may depend on the return policy, contract, warranty, payment method, state law, and the authority of the organization you contact. The steps below are for U.S. consumers; deadlines and complaint procedures vary by state.

Printable consumer complaint checklist

The Federal Trade Commission's guide to solving problems with a business recommends explaining both the problem and the requested solution to each person you contact, then keeping notes about your efforts.

Check what controls the dispute

Before choosing an outside agency, identify the rule or process that applies:

A refund request to the merchant and a payment dispute are separate steps. Likewise, reporting suspected fraud to a government agency is not the same as demanding a refund from the business. Don't wait for an agency to respond before checking another deadline that may apply.

Gather evidence before you write

Create one folder for the dispute. Give files clear names, such as receipt, warranty, photo-1, and support-email-May-3. Include:

Send copies, not irreplaceable originals. Remove passwords, full payment-card numbers, Social Security numbers, and unrelated medical or financial information unless the organization specifically requests it through a secure channel.

Some government complaint filings can become public records. Maryland's business complaint page, for example, says submitted complaints are public records subject to disclosure requests under state law, while certain confidential information remains protected. Read the privacy notice before uploading documents.

Write a complaint the recipient can act on

A useful complaint answers five questions:

  1. What did you buy or agree to?
  2. What went wrong, and when?
  3. What have you already done to resolve it?
  4. What evidence supports your account?
  5. What exact action do you want, and by what date?

State the remedy early. Avoid insults, speculation, unsupported accusations, and a long account of unrelated frustrations. The FTC's sample customer complaint letter recommends being polite and reasonable. It also advises saving a copy or screenshot of an online complaint before submitting it.

Consumer complaint letter template

Subject: Request for [refund, repair, replacement, or billing correction]

Dear [business or representative],

On [date], I purchased [product or service] under order or account number [number] for [$amount]. The problem is [brief, factual description]. It began on [date], and the effect has been [failed service, defective product, incorrect charge, or other measurable impact].

I contacted [department or representative] on [dates]. The response was [brief summary], but the issue remains unresolved.

Please [specific remedy] for [$amount, if applicable]. Please confirm how you will resolve this by [reasonable date]. I have attached copies of [key documents].

If you need additional information, contact me at [email or phone]. I prefer that further communication about this matter be in writing.

Sincerely,
[Name]
[Mailing address]
[Email or phone]

Pick a real calendar date rather than writing "ASAP." There isn't a universal 14-day response rule. Use the business's published timeline when it has one, and choose a date that fits the issue. Keep the request precise: name the refund amount, the item to be repaired, or the billing correction needed.

Submit the request and keep a record

Use the company's official website, customer-service address, secure account inbox, or other channel listed in its terms. If you mail a letter, retain the final version, attachments, and proof of mailing. For an online form, save a PDF or screenshot before leaving the page.

A simple contact log can prevent missed details:

Date Channel Person or department What you said Response or next step
[date] Email Customer support Requested [remedy] and attached [evidence] Ticket [number]
[date] Phone Billing or warranty team Asked for an update [Promised review or no resolution]
[date] Written follow-up [Department] Repeated the request and deadline [Response]

Keep the original message and every reply together. If the business calls, take notes and send a short email afterward confirming your understanding of what was promised.

Escalate through a route that fits

An outside filing can create a record or prompt a response, but it doesn't necessarily decide who is legally right. Match the route to the problem.

The seller, manufacturer, or warranty administrator

The seller is usually the first stop because it has the order and may have authority to refund, repair, replace, or correct the bill. For a product covered by a separate manufacturer warranty, follow the warranty's required process as well.

If front-line customer service cannot help, ask for a supervisor, billing team, warranty department, or formal complaint address. Follow the written procedure rather than sending the same message to several unrelated departments.

Better Business Bureau

The BBB can be useful when you want a business to respond to a documented dispute. According to the BBB complaint process, everything submitted is forwarded to the business within two business days. The consumer is then notified of the business's response or told that no response was received.

The BBB is not a government agency or court. Its process doesn't guarantee a refund, determine legal liability, or replace a payment dispute or lawsuit. Keep the narrative short and attach only documents needed to support it. Don't include information you wouldn't want shared with the business.

Federal Trade Commission

Use ReportFraud.ftc.gov when the facts suggest fraud, a scam, or another illegal business practice. The FTC's contact page directs consumers to that reporting route. Include the company name, dates, amount involved, relevant advertising or messages, and supporting records.

A fraud report has a different purpose from a refund demand. Send the business a separate request for the remedy you want. An ordinary service disagreement shouldn't be described as fraud unless the evidence supports that description.

State attorney general

A state attorney general may accept complaints about consumer fraud and other matters, but each office sets its own process. An office may forward the complaint to the business or offer informal resolution; it generally isn't your lawyer and may not act as a private collection service.

For example, the Washington State Attorney General's complaint page says the office requests a business response within 30 days. It also says the complaint may be closed if the business doesn't respond or the response isn't satisfactory. Some issues are directed to a more specialized agency.

Check the office's jurisdiction and instructions before filing. The Pennsylvania Attorney General's consumer complaint page illustrates why a complaint form may ask for transaction details and supporting documents. Keep your expectations realistic: an agency review may produce a response without producing payment.

Payment provider or small claims court

For an unauthorized transaction, billing error, or card-funded purchase, contact the bank, card issuer, or payment service promptly through its official channel. Ask which dispute process applies and what deadline and documents it requires. Do not assume that asking the merchant for a refund also starts the provider's dispute process.

Small claims court may be available when the amount is within the applicable state limit and you can prove the claim. The FTC's consumer guidance notes that claim limits vary by state, with some states setting the limit as high as $25,000. Check the court's current limit, filing fee, service rules, and filing deadline before relying on this option.

Specialized complaints

Follow up without weakening your case

Wait until the response date in your letter or the business's stated service timeline. If there's no answer, send one short follow-up containing:

If the company offers a solution, get the details in writing. Confirm the refund amount, repair or replacement terms, expected completion date, and return instructions. Keep the dispute open until the promised action is complete.

An incomplete response needs a specific reply, not another long narrative. Explain exactly what remains unresolved, such as a proposed replacement that doesn't address a separately documented shipping charge.

Common mistakes

  1. Making a vague demand: "Please fix this" is weaker than "Please refund $184.20 to the original payment method."
  2. Sending an unorganized evidence dump: Start with the key documents and label each attachment.
  3. Relying only on phone calls: Use email or a letter to create a dated record.
  4. Assuming one deadline applies everywhere: A merchant, BBB, state agency, court, warranty administrator, and payment provider may use different timelines.
  5. Sharing sensitive information publicly: Redact account credentials and unnecessary personal data.
  6. Threatening employees or agencies: State the facts and your next step without making accusations you can't support.
  7. Waiting indefinitely: Check return, warranty, payment-dispute, contract, and court deadlines separately.
  8. Treating a verbal promise as completion: Get the proposed resolution and completion date in writing.

Frequently asked questions

Does filing a complaint guarantee a refund?

No. A complaint documents the dispute and may prompt a response. The result depends on the business's policy, contract, warranty, payment process, applicable law, and the authority of the organization reviewing it.

Should I contact the BBB or the FTC first?

Choose the route that matches the facts. The BBB is a private business-response and dispute channel. The FTC is a reporting route for suspected fraud or deception. You can use both when appropriate, but neither replaces a direct request to the business or a separate payment dispute.

How long should I give a business to respond?

Use the company's published timeline when one exists and put a reasonable date in your letter. Don't assume 14 days applies to every dispute. Government programs set their own schedules; Washington's attorney general, for example, requests a business response within 30 days.

What if the business never responds?

Send one documented follow-up, then review the route that fits the issue. That might be a state attorney general, specialized regulator, payment provider, BBB, or small claims court. Check separate deadlines before waiting for an agency response.

Can I submit original receipts or documents?

Keep the originals. Send copies or use secure uploads, redact unnecessary personal information, and save a record of everything you submit.

What should I do first?

Write down the dates and amount, identify the policy or payment process that may control the dispute, and send the business a specific written request. Save the submission and mark any separate warranty, payment, contract, or court deadline on your calendar.