Consumer Complaints—What are They?

This is a report from a consumer, providing the necessary documentation about a problem they are having with a service provider or product. When a consumer files this form, it usually represents an escalation in the complaint process. Many times consumers manage to resolve the problem by persistently complaining to the offending company or service provider. If the company or service problem does not solve the problem, the consumer can file a consumer complaint form with a third party. The third party will register a grievance with the company or service provider that failed to resolve the complaint internally.

To file a complaint the third party will have the consumer draft and send them a letter that has to follow very specific guidelines or have them file an online complaint. The consumer must provide:

• Contact information, including the name, for themselves and the company or service provider they are registering the complaint against
• The complaint described in detail

The consumer may also need to provide documentation of all the steps they previously took to try and resolve the issue with the company or service provider. Once the third party receives the information, they will review the complaint form to determine if they can take any action. They will also advise the consumer on the next step they need to take. When the consumer files an electronic complaint or sends a detailed letter this will enter the complaint into a record kept by the third party. When there are enough complaints about the company or service provider, it can trigger an investigation. It can also cause the company’s rating to downgrade and possible other penalties.

There are many reasons that a consumer might file a complaint against a company or service provider such as:

• Issues with warranties, returns and repairs
• Disclosures of information that were unauthorized
• Violations of consumer protection laws like the do-not-call list.

If you have file a complaint with the company or service provider they need to provide the consumer with the reason they reached the decision they did so the consumer can re-file or appeal their decision if not in the consumer’s favor. When the problem has been resolved, it can be in the form of replacing the product, refunds, another form of compensation, or fixing the problem to the consumer’s satisfaction.

After filing an online complaint form, make sure that you keep copies of any correspondence with the third party investigating your claim. When choosing a third party read their guidelines to make sure that they can handle your particular complaint.