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About Consumer Action This guide offers suggestions to help you get results when you have a problem with the purchase of goods or services. It explains the proper way to make a complaint, and also discusses using government agencies, consumer groups, lawyers, and small claims court. A sample complaint letter and a list of complaint handling agencies are included.
Why should you complain? Everyone has consumer rights. You have the right to know what you will receive before you pay for a product or service, obtain what you pay for, complain when you are not satisfied, and get your money back when you have a legitimate complaint.
There are no magical ways to get action on a complaint, but nothing will happen unless you complain and demand action. This publication offers suggestions to help you get results when you have a problem with the purchase of goods or services.
First, ask yourself if your complaint is legitimate. Why are you dissatisfied?
Is it a question of losing money because goods or services you received were not what was promised, or was there even outright fraud? Or, did a representative of the company treat you rudely? Taking the time to consider whether you have a valid and timely complaint will save you time and effort.
But, be sure to check to see if there is a deadline for making your complaint. The first step should be to take your complaint directly to the business before you take other action. Ask politely if you could be transferred to someone with the authority to help resolve your complaint.
If it is a small company, ask to speak with the owner. However, you should let the appropriate authorities know when you have been a victim of fraud.
There is a chance that they could recover your money, and at the very least you will help prevent other consumers from falling victim to the same scam. Complaints overview Here are some of the concepts for complaining that are explained in this guide: Complain in a timely fashion.
Prepare a folder or file to keep documents and notes about your complaint. Write out three or four sentences that describe your complaint clearly and concisely. Be clear about what you want.
Seek assistance from a third party. Consider going to court.
Before complaining Review what happened and think about your options and rights. Consider the facts of the case and what you want to happen. If you are not sure what your rights are or how to proceed, do an Internet search to learn more, or contact a consumer group and discuss the situation.
Talking with a qualified organization may help you decide how to handle the problem, and many agencies have publications that explain consumer rights and how to resolve complaints. You can consult the Consumer Action Handbooka free guide that includes information about your consumer rights and lists many consumer protection agencies.
From this page you can order a printed copy or download the PDF version. Review all printed information you have about the case, such as: The contract or warranty may limit your options or provide you with certain rights. Make sure you have done everything that you were supposed to do to live up to your part of the agreement.
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