Process of Complaints & Reviews

Your consumer experiences matter to Better Business Bureau, other consumers and businesses! Consumers have told us that additional information such as complaints and reviews from other customers helps them choose a trustworthy business.

BBB makes it easy for people to file complaints. BBB handles complaints regarding any business, whether or not the business is a BBB Accredited Business. BBB also accepts complaints against charities and non-profit organizations. BBB primarily handles complaints relating to marketplace transactions for customers who want a resolution, such as a refund, a repair, or a replacement. This process is free to consumers and businesses. More about how complaints are handled.

BBB customer reviews allow customers to rate their marketplace experiences with businesses using a star scale. Just like our complaints, reviews are sent to the business before they are published online. Consumers, upon request of BBB and businesses, must be able to provide substantiation of the marketplace interactions. More about the review process.

Angry mad african-american businessman talking on cellphone looking at laptop in office. Shocked manager received bad news discussing failing profit statistics with coworker, solving problem distantly
BBB Customer Complaint
  • Can affect BBB letter grade
  • Reportable on Business Profile for 36 months
  • Processed in 30 days or less on average
  • Consumer desires a resolution
customer feedback - woman using phone to give 5 star rating for good service
BBB Customer Review
  • No impact on BBB letter grade
  • Reportable on Business Profile for 36 months
  • Processed in 10 days or less on average
  • Resolution not requested

How to file a complaint on BBB.org

What happens after you submit your complaint - what does BBB do next? 

Learn how the process works!