Complaint Handling Process

After the Consumers' Bureau receives a complaint, an officer contacts the business and asks for a response. The officer then advises the consumer of that response. The process continues until an agreement is reached or until the parties reach an impasse. Dispute resolution can take place  only when all parties are willing. The Bureau cannot impose a settlement or guarantee the results. If an agreement cannot be reached, either party may take the matter to court.

Why Dispute Resolution / Mediation?

• Informal
• Confidential
• Individuals affected are involved in finding a solution
• May resolve complaints more quickly than a more formal process