Handling BBB Complaints: Procedures and Protocols

Handling Better Business Bureau (BBB) complaints typically involves a set of procedures and protocols that aim to address consumer concerns and resolve disputes between businesses and their customers. Here's an overview of how BBB complaints are typically handled:

1. Filing a Complaint:

   • Consumers who have a dispute with a business can file a complaint with the BBB. They can do this through the BBB's website or by contacting their local BBB office.

2. Complaint Review:

   • After receiving a complaint, the BBB reviews it to ensure that it falls within their scope of jurisdiction. Not all types of complaints are accepted, and the BBB may refer the consumer to the appropriate agency or organization if necessary.

3. Notification to the Business:

   • The BBB notifies the business about the complaint and requests a response. Businesses are usually given a specific timeframe to respond to the complaint, typically within 30 days.

4. Business Response:

   • The business is expected to provide a response to the BBB that addresses the consumer's concerns. This response should include any actions the business is willing to take to resolve the dispute.

5. Consumer Review:

   • The BBB shares the business's response with the consumer and asks them to review it. The consumer can accept the proposed resolution or provide feedback.

6. Mediation and Resolution:

   • If the consumer and business do not agree on a resolution, the BBB may offer mediation services to help both parties come to a mutually acceptable solution.

7. Case Closure:

   • Once a resolution is reached and agreed upon by both parties or if the BBB determines that the complaint cannot be resolved, the case is closed. The BBB provides a summary of the case and its resolution on its website.

8. Monitoring and Reporting:

   • The BBB monitors businesses and their complaint handling practices. Consumer feedback, complaint data, and any patterns of unresolved issues are tracked and reported.

9. Business Accreditation and Ratings:

   • The BBB assigns ratings and accreditations to businesses based on their complaint history, responsiveness, and other factors. Businesses that consistently resolve complaints satisfactorily may receive higher ratings.

10. Legal Action and Enforcement:

    • In some cases, if a business does not cooperate with the BBB's complaint resolution process or if there are legal violations involved, the matter may be referred to appropriate authorities or legal entities for further action.

It's important to note that the BBB does not have legal authority to enforce resolutions, and its services are typically voluntary. However, many businesses choose to participate in the BBB's complaint resolution process to maintain a positive reputation and address consumer concerns.

Consumers who are dissatisfied with a business's response to a BBB complaint can also leave reviews and comments on the BBB website, which can serve as a resource for others researching the business.

Overall, the BBB's goal is to provide a platform for consumers and businesses to resolve disputes in a fair and transparent manner and to promote ethical business practices in the marketplace.