Deborah Norville
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At some point in time, everyone experiences unsatisfactory service or finds that they have purchased a product that fails to live up to its claims. Whether you've been bumped from a flight by an airline, or you've purchased a car you believe is a "lemon," it's up to you to fight back to get what you deserve. Many people find it difficult to speak-up and complain. Others have no problem complaining, but often do it in a way that can inflame rather than resolve the situation. On this page you will find tips on how to effectively complain when you believe you've been wronged. So before you start screaming on the phone, or sending that nasty letter, take a look at the following tips. We've also provided links to government and consumer agencies in your state to help you complain to the most appropriate authority. And don't forget to take a look at the streaming video of reports INSIDE EDITION has aired on fighting back - you'll see some of these tips in action.

DO
Go back to the Seller First - Most consumer affairs problems can be resolved by talking to a customer service representative. If this doesn't work, take it higher up to a supervisor, or the consumer affairs division of the company.
Complain in Writing - If you are not satisfied with the initial response on the telephone, send a letter to the manager or appropriate executive. (In writing your letter, be sure to heed the "Don'ts" listed below.)
Keep Records - Keep copies of all receipts and correspondence. Make sure you take notes on every conversation you have, including date, who you talked to, what you talked about, etc.
Send Complaint to Consumer Agency - If the company does not respond, complain to the appropriate government agency and/or consumer watchdog group like the Better Business Bureau.
DON'T
Don't Forget Your Rights - Know the law, and what companies can and can't do. Read the fine print on all warranties.
Don't say too much - Be concise and to the point. Boil your story down to its essential elements, state exactly what you want done about the problem and how long you are willing to wait for a response. Remember long, rambling letters will not help your case.
Don't get angry - Keep your cool, be polite, and be assertive without being aggressive. Keep in mind that the person you are dealing with may just doing their job.
Don't give up - Be persistent, and be prepared to devote some time to getting what you want. Remember that they may be hoping you get frustrated with excessive hold times, slow responses, etc. and just give up.
USEFUL LINKS

Government Agencies

FirstGov For Consumers
Federal Trade Commission
Consumeraction.gov
Consumer Product Safety Commission

Other Groups

Better Business Bureau
Rip-off Report
Consumeraffairs.com

How to Complain in a Restaurant
When you go out to a restaurant you expect good food and good service, but how can you prevent a lousy waiter from turning your night-out into a nightmare? Inside Edition's Matt Meagher used hidden cameras to turn the table on a few diners and shows you how to effectively complain in a restaurant.
More archived Inside Edition Reports:

If you have been unsuccessful in filing your complaint directly with the company, then you have some options. One is to contact your local consumer protection division through your state's Attorney General's office. If laws have been broken that affect the public interest, authorities may take legal action. You may also contact your local Better Business Bureau where they can work to initiate communication between you and the company and help both sides come to a satisfactory resolution to the complaint.

Select your state for information on the appropriate agencies and, if available, direct links to where you can file your complaint online.

California
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