CONSUMER COMPLAINT FILING GUIDE

A Step-by-Step Guide to Protecting Your Rights as a Consumer

WHAT IS THIS GUIDE FOR?

This guide helps you file complaints against businesses that have treated you unfairly. It covers:
- Which agency to contact for different problems
- How to file effective complaints
- What documentation you need
- How to escalate your complaint

CHOOSING THE RIGHT AGENCY

Different agencies handle different types of complaints. File with the right one to get results.

CFPB (Consumer Financial Protection Bureau)

File with CFPB for:
☐ Credit card problems
☐ Mortgage issues
☐ Bank account problems
☐ Debt collection harassment
☐ Credit reporting errors
☐ Student loan problems
☐ Payday loans
☐ Vehicle loans
☐ Money transfers

Website: www.consumerfinance.gov/complaint
Phone: 855-411-2372

FTC (Federal Trade Commission)

File with FTC for:
☐ Scams and fraud
☐ Identity theft
☐ Deceptive advertising
☐ Telemarketing fraud
☐ Do Not Call violations
☐ Unfair business practices
☐ Online shopping problems
☐ Product safety issues

Website: www.reportfraud.ftc.gov
Phone: 877-382-4357

State Attorney General

File with your State AG for:
☐ Local business fraud
☐ Consumer protection violations
☐ Price gouging
☐ Charity fraud
☐ Auto dealer problems
☐ Home improvement scams
☐ State law violations

Find yours: www.naag.org/find-my-ag

Better Business Bureau (BBB)

File with BBB for:
☐ Business disputes
☐ Product/service complaints
☐ Warranty issues
☐ Contract disputes
☐ Customer service problems

Website: www.bbb.org/file-a-complaint

Other Specialized Agencies

BEFORE YOU FILE: DOCUMENT EVERYTHING

Gather These Documents

☐ Receipts and invoices
☐ Contracts and agreements
☐ Email correspondence
☐ Screenshots of online transactions
☐ Text messages
☐ Recorded phone calls (if legal in your state)
☐ Photos or videos of problems
☐ Bank and credit card statements
☐ Shipping/tracking information
☐ Product packaging and labels
☐ Warranty information

Create a Timeline

Document each interaction:

Calculate Your Losses

STEP 1: CONTACT THE COMPANY FIRST

Before filing a government complaint, try to resolve the issue directly. This also creates documentation.

Send a Written Complaint

Complaint Letter Template:

Date: [__/__/____]

To: [Company Name]
[Address]
[City, State, ZIP]

Re: Complaint - Account/Order Number: [________________________________]

Dear Customer Service Manager:

The Problem:
On [__/__/____], I [purchased/signed up for/was charged for] [________________________________]. The problem is: [________________________________].

What I Have Done:
I contacted your company on [__/__/____] and spoke with [________________________________]. I was told [________________________________], but the problem has not been resolved.

What I Want:
I request that you [refund/replace/repair/cancel] [________________________________] within 15 days of receiving this letter.

Documentation Enclosed:
☐ Copy of receipt/invoice
☐ Copy of contract
☐ Photos of problem
☐ Previous correspondence

I expect a response by [__/__/____]. If I do not hear from you, I will file complaints with the appropriate government agencies and consider legal action.

Sincerely,

[Your Signature]
[Your Name]
[Your Address]
[Your Phone]
[Your Email]

Keep Proof of Delivery

☐ Send by certified mail with return receipt
☐ Keep copy of letter
☐ Save tracking number: [________________________________]
☐ Date delivered: [__/__/____]

STEP 2: FILE A CFPB COMPLAINT (Financial Issues)

How to File Online

1. Go to www.consumerfinance.gov/complaint
2. Select the product type (credit card, mortgage, etc.)
3. Answer questions about your issue
4. Describe what happened (see tips below)
5. Upload supporting documents
6. Submit and save your confirmation number

What to Include in Your Complaint

Be Specific:
- Exact dates of events
- Names of people you spoke with
- Reference numbers for calls/transactions
- Dollar amounts involved
- What the company told you

State What You Want:
- Full refund
- Account correction
- Written apology
- Policy change
- Other specific resolution

After You File

Timeline:
- Company has 15 days to respond
- Most companies respond within 60 days
- CFPB will notify you when they respond
- You can review and dispute the response

Track Your Complaint:
- Log in to the CFPB portal
- Check status updates
- Review company response
- Add additional information if needed

STEP 3: FILE AN FTC REPORT (Fraud/Scams)

How to Report

1. Go to www.reportfraud.ftc.gov
2. Select the type of fraud
3. Provide details about the scam
4. Include contact information

Types of Reports

For General Fraud:
- Use ReportFraud.ftc.gov

For Identity Theft:
- Use IdentityTheft.gov
- Get a personal recovery plan
- Get pre-filled letters to send to companies

For Do Not Call Violations:
- Use donotcall.gov
- Report illegal robocalls
- Report telemarketing violations

What Happens After Filing

The FTC collects reports to:
- Identify patterns
- Build cases against scammers
- Share data with law enforcement
- Help protect other consumers

Important: The FTC does not resolve individual complaints but uses reports to take action against companies.

STEP 4: FILE WITH YOUR STATE ATTORNEY GENERAL

Find Your State AG

Visit www.naag.org/find-my-ag or search "[Your State] Attorney General consumer complaint"

Information to Include

☐ Your contact information
☐ Business name and address
☐ Description of the problem
☐ Dates of events
☐ Amount of money involved
☐ Steps you've taken to resolve it
☐ Copies of all documentation

What to Expect

• AG office reviews complaint
• May contact company on your behalf
• May mediate a resolution
• Patterns of complaints can lead to investigations

STEP 5: OTHER ESCALATION OPTIONS

Credit Card Chargeback

If you paid by credit card and didn't receive goods/services as promised:

1. Contact your credit card company
2. Dispute the charge in writing within 60 days
3. Provide documentation
4. Company must investigate
5. If you win, charge is reversed

Your Rights: Fair Credit Billing Act (15 U.S.C. § 1666)

Small Claims Court

For smaller dollar amounts, consider small claims court:
- No lawyer needed
- Low filing fees
- Quick resolution
- Limits vary by state ($2,500-$25,000)

Private Lawsuit

For larger losses, consult a consumer protection attorney:
- Many work on contingency
- You may recover attorney fees under consumer protection laws
- Class actions may be available

COMPLAINT WRITING TIPS

Do:

☐ Be factual and specific
☐ Include dates, names, amounts
☐ State what you want
☐ Keep it professional
☐ Attach documentation
☐ Keep copies of everything

Don't:

☐ Use emotional language
☐ Make threats
☐ Exaggerate
☐ Include irrelevant information
☐ Send originals (only copies)

Sample Complaint Statement

Weak: "The company ripped me off and their customer service is terrible."

Strong: "On January 15, 2026, I ordered a laptop (Order #12345) for $899 from XYZ Company. The product arrived damaged on January 22. I called customer service on January 23 (ref #67890) and was promised a replacement within 7 days. As of February 1, I have not received the replacement and my emails on January 28 and 30 have gone unanswered. I am requesting either a replacement laptop or a full refund of $899."

TRACKING YOUR COMPLAINTS

CFPB Complaint

Complaint ID: [________________________________]
Date filed: [__/__/____]
Company responded: ☐ Yes ☐ No
Resolution: [________________________________]
Satisfied? ☐ Yes ☐ No

FTC Report

Report number: [________________________________]
Date filed: [__/__/____]

State AG Complaint

Case number: [________________________________]
Date filed: [__/__/____]
Response received: [__/__/____]
Resolution: [________________________________]

BBB Complaint

Complaint ID: [________________________________]
Date filed: [__/__/____]
Company responded: ☐ Yes ☐ No
Resolution: [________________________________]

Credit Card Dispute

Date filed: [__/__/____]
Amount disputed: $[________________________________]
Outcome: ☐ Won ☐ Lost
Date resolved: [__/__/____]

KNOW YOUR RIGHTS

Key Consumer Protection Laws

Fair Debt Collection Practices Act (FDCPA)
- Prohibits harassment by debt collectors
- Limits when and how collectors can contact you
- Requires debt validation upon request

Fair Credit Reporting Act (FCRA)
- Right to free credit reports
- Right to dispute inaccurate information
- Limits who can access your credit

Truth in Lending Act (TILA)
- Requires clear disclosure of loan terms
- Right to cancel certain loans within 3 days
- Protects against unfair credit practices

FTC Act
- Prohibits unfair or deceptive practices
- Covers advertising, marketing, sales

SOURCES AND REFERENCES

• Consumer Financial Protection Bureau: www.consumerfinance.gov
• Federal Trade Commission: www.ftc.gov
• National Association of Attorneys General: www.naag.org
• Better Business Bureau: www.bbb.org
• USA.gov Consumer Complaints: www.usa.gov/consumer-complaints

This guide is for informational purposes only and does not constitute legal advice. For significant financial losses or complex situations, consider consulting with a consumer protection attorney.