Bought something new and realized it wasn’t what you expected? Your order was never delivered or arrived broken? Customer service didn't provide a satisfactory resolution? Consumer issues with companies happen, but you don’t have to stay unhappy. Most companies want their customers happy – it’s how they build their reputation. Companies tend to take consumer complaints very seriously. That means you just need to take the right steps to help the company make things right again. This guide provides a clear, actionable path to help you navigate the complaint process, from understanding your rights to escalating your issue when necessary. No matter how big or small the problem, we’ll help you turn frustration into resolution. Key Insights To avoid consumer issues, always review written documents and contracts before signing. Read online reviews before buying or working with a company to know what to expect. When problems arise, refer to your documents and reviews to know best how to resolve the issue. Understand Your Consumer Rights Before making any complaints or threatening legal action, it's essential to first understand your consumer rights. What rights do consumers have when dealing with faulty products or poor service? Do you even have grounds to stand on when you lodge customer complaints? The most important elements of consumer rights protection include the following essential elements. Right to safety: Customers have a fundamental right to safety. They should be able to trust that the items they purchase are safe and will not harm them when used for their intended purpose. Right to make informed decisions: Customers have the right to make informed decisions. While laws protect against blatant lies and deception in advertising, it is still the consumer's responsibility to conduct research to verify what is truly accurate versus what might be misleading. Reading other customer reviews can be a valuable resource for gathering this information. Right to choices: Consumers have the right to choose. Monopolies and coercion are illegal (to certain degrees) in the United States, so you are free to choose what and when you make purchases. Consumer insights can be a powerful tool in determining your best choice. Right to be heard: Customers have the right to be heard. Companies and government agencies cannot silence you about your experiences, though there are laws against false allegations or defamation. Knowing your rights is a crucial step in resolving customer issues effectively. What Are the Key Steps to Fill a Complaint? Millions of customer service complaints are made annually. You don’t want to be one of the frustrated masses, however. You want to be heard and have your issue resolved. Here’s how to file a complaint against a company effectively. Document the issue Consider yourself the investigator in your own complaint and start building your case. Gather all the evidence of the issue, including emails, documents, contracts, images, the offending item, dates, times, and names. The more records you have in writing, the higher the chances of successfully resolving the complaint. Contact the company Once you have your documentation ready, it's time to contact the company. Successfully reaching out can involve several key steps: Find the correct contact information: Use the company’s website to locate the best phone number, or consider using online chat or email if those options are available. Calling provides an opportunity for live conversation, but email and chat offer written documentation with time stamps and dates, which can be useful. You might start with a call, then follow up with an email or chat for additional documentation if no resolution is reached during the conversation. Document every conversation: Each time you contact the company, keep a detailed record of who you spoke with, the time and date, and the content of the conversation. Written communication serves as proof in the complaint process, but don't forget to document phone calls as well. Call for solutions, not complaints: You may feel frustrated, but try to remain calm when calling the company. Remember, the goal is to collaborate on finding a solution. Approaching the conversation professionally will likely make the customer service representative more inclined to help. If you contact customer service in an angry or aggressive way, the representative might become defensive, which can make finding a resolution more difficult. Don’t be afraid to escalate the issue: If the first person you speak with is unable to help, politely request to speak with their supervisor. If that individual cannot resolve your issue, continue to escalate until you reach the appropriate level of authority, or ask for the correct address to send a formal letter. The higher you escalate, the more likely you are to find a solution. Write a complaint letter or email If initial conversations with customer service aren’t successful, it may be time to escalate your complaint in writing. A formal complaint letter should be concise and direct, including all relevant information. Attach photocopies (never the originals) of warranties, contracts, and other supporting documents to your letter. It is highly recommended that you send your letter through certified mail so there is a record of when it was sent and received. Alternatively, you can send the letter via email, which will timestamp it but may not carry the same level of formality. Leave an online review Up to this point, your conversation has been a private one with the company while you provided them a chance to make things right. But if things still aren’t resolved, share your story with others by leaving a review. Companies monitor many complaint platforms as part of their marketing and customer service strategy, and effective customer reviews can spur companies into action to avoid negative publicity. What Steps to Take if The Company Fails to Solve Your Issue? When a company isn’t able to address your concerns, it’s time to take additional steps. Consider making your issue public through online reviews or social media, joining consumer-focused communities for collective support, contacting official authorities for assistance, or consulting with a lawyer to explore legal options. Seek publicity In some cases, simply making the issue public can bring attention to the issue and help you resolve your complaint. Online review boards, social media, and even local news organizations can bring publicity and attention to the issues you're facing with a particular company. Companies are often quick to do damage control – and resolve issues quickly – to avoid being shamed in the public eye. Join the PissedConsumer Club PissedConsumer Club offers exclusive support for consumers facing unresolved issues with businesses. Members receive expert guidance, customized strategies, and the collective power of a supportive community to help resolve complaints. Whether you’re struggling with an unresolved complaint or need expert assistance, the Club provides the support you need. Explore resolved cases to see how we’ve helped members turn their complaints into solutions. Contact Official Authorities If you feel the need to involve government agencies and authorities, you do have options and support. You might contact: Your state’s consumer protection offices. The Federal Trade Commission (FTC). The Consumer Financial Protection Bureau (CFPB). Your state’s attorney general. These offices provide legal oversight to businesses operating in your state or across the country. You have additional options for agencies to contact, such as: Consumer action hotlines, which may be offered by local media or legal offices, can draw attention to your issue. Trade associations may be helpful if you are dealing with a specific industry. Insurance companies may become powerful advocates if a product causes enough harm to warrant their involvement. Explore legal options Consulting with an attorney might be a powerful step in the complaint process. Speak with a lawyer to see what legal options may exist in your unique situation. You may discover grounds for a class action lawsuit or at least have an advocate on your site to send additional letters and even sue or force a settlement. Proceed with caution when you explore legal avenues, however, as your own costs can quickly escalate, and there is no guarantee of legal success or payout to offset your own costs. Make Complaints Count In a perfect world, everything we buy works just as we want it to. We have time to research our purchases, check out reviews, and buy exactly what we need. But in the real world, things break, we end up with subpar deals, and sometimes companies don’t make an effort to resolve consumer issues. That’s why it’s important to advocate for yourself, work with companies to resolve issues, and share your experiences with others to provide guidance. Had a recent issue with a company? Why not let others know by leaving a review or commenting below? Share your experience