Resolving Disputes 101:
How to Resolve a Complaint with any Business or Professional
Found something wrong with a product you bought? Unhappy with services you paid for? It happens to all of us. There's no reason to let these common annoyances go unresolved.But many people just aren't sure how to go about getting their consumer complaints taken care of.
Fortunately, with the right preparation and approach many customer complaints can be resolved simply and effectively between the parties—without lawsuits, mediators, or other intervention. Why? Because most businesses realize the value of earning your goodwill, retaining you as a customer, and protecting their good name.
This How-to offers guidelines for resolving your own disputes with businesses or
professionals, and shows how PeopleClaim's online dispute resolution system can
help you get the results you're looking for.
Common Problems
- Overcharges and billing errors
- Disputes about a contract or agreement
- Product defects
- Poor value for money
- Unprofessional behavior
- Rude or unhelpful customer support
- Warranty or rebate hassles
- False or misleading marketing
Step One: Know your rights.
Your rights as a consumer are established by federal and state legislation as well
as case law. Some businesses and professions are closely regulated, with industry-specific
consumer guarantees spelled out. You can generally get detailed information through
your state attorney general's office or department of consumer protection, or the
Federal Trade Commission. In addition, the federal guidelines known as the Consumer
Bill of Rights outlines these fundamentals:
The U.S. Consumer Bill of Rights
- The right to safety in products and services
- The right to adequate information for making purchase decisions
- The right to be able to choose from more than one provider; or to receive satisfactory
service and fair treatment where regulated monopolies exist
- The right to be able to voice complaints (The United Nations consumer bill of
rights goes farther, upholding a right to compensation for misrepresentation, shoddy
products, and unsatisfactory services.)
- The right to courtesy and responsiveness in addressing consumer problems
For detailed information about consumer rights for any product or service contact
your state's attorney general or department of consumer protection, or the
FTC.
Tell the business about your problem.
Many complaints can be resolved directly with the product or service provider. Connecting
with the other party is an essential step: if you don't give them a chance to make
it right first, you'll get less sympathy during any subsequent resolution attempts.
(FYI: government agencies and dispute resolution services usually insist you take
up your problem with the other party before asking for assistance.) Make contact
in person, by phone, and/or in writing. A written complaint is good because it establishes
a tangible record and tends to get more attention.
How PeopleClaim can help: As a first point of contact, filing your complaint
online at PeopleClaim.com is an effective way to put it in writing and get
it to the other party immediately. The company can respond using the PeopleClaim
system and you'll avoid customer service delays.
If you've already contacted the service provider but are not making progress, filing
a PeopleClaim can add some extra pressure and urgency.
Do's and Don'ts
Do:
- Keep a record. Save receipts, cancelled checks, warranties; make a note of the
salesperson's name; write down names, dates, and details of phone calls; save all
emails.
- Read terms and conditions carefully. Also examine billing statements.
- Put your complaint in writing. This gets attention, establishes a record, communicates
your side of the story. Proofread before sending.
- Make it clear that you know your rights.
- Be specific about what you want (e.g., refund, repair, replacement, etc.) and
make your demands reasonable.
- Set a deadline for resolution.
- Keep your mind open: you may be offered something you hadn't considered, and it
may suit your purposes.
How PeopleClaim can help: PeopleClaim's online process helps you state your
complaint and assemble all relevant facts: you can attach text documents or photos,
and even have the system make a timeline for you.
Above: Stating your complaint clearly
Don't:
- Do not exaggerate. Stick to the facts. Untrue statements weaken your position.
- Do not threaten. Especially, don't threaten legal action unless you're serious.
Tip: There are businesses that will use a consumer's idle threat of a lawsuit
to close off possible involvement by the Better Business Bureau: the BBB will not
file a report of the complaint if litigation is being planned by either side.
- Do not defame the other party. Be truthful and stay calm. Avoid inflammatory words
like "liar," "crook," "cheat," or other words that aren't necessary to your complaint.
- Don't take No for an answer. If you're not satisfied with the response you're
getting, keep moving your complaint up the ladder until it reaches a decision maker.
Tip: Complaints filed through PeopleClaim get through to the right people,
and the system offers powerful incentives for resolving your problem. See below.
Add some extra oomph to your complaint
Choosing these options when you file your complaint with PeopleClaim gets the other
party's attention and lets them know you're serious:
- Make it public. PeopleClaims public posting option lets you set
a deadline and have your complaint post on the Internet if the other party does
not resolve it to your satisfaction. Note: your personal information is kept
private.
- Copy your claim to relevant government regulators, independent watchdogs, and
media. This option tells the other party your case could escalate if it's not
resolved, and it makes relevant agencies aware of you. Note: Filing a claim
through a government agency will require a separate process, which you'll need to
initiate on your own if you're not contacted by the agency directly.
- Invite a free consultation from lawyers through PeopleClaim. (This is voluntary,
and any further engagement would be between you and the lawyer. PeopleClaim does
not participate in any fees you may agree to.)
- Talk with others about your complaint. Share information and ideas with
people who have had similar problems. When people get together with the same complaint
it's a step forward for you, and a step the other party may want to avoid.
If the other party doesn't settle with you by your deadline, these incentives continue
to work after the posting date to get your problem resolved.
Above: CC your complaint to the bar association.