Where to file a complaint depends on what the company did and what you want as an outcome
You have several places to file a complaint, and the right one depends on the industry and the problem. A complaint to the company itself is fastest if you want a refund or replacement. A complaint to a government agency creates an official record and can trigger an investigation, but takes longer. Small claims court lets you recover money if the company won't respond, but requires you to file paperwork and possibly appear in person.
Start by identifying what went wrong: Did you receive a defective product? Were you overcharged? Did a service not happen as promised? Was your personal information mishandled? The answer determines which agency has authority. A bank complaint goes to your state's banking regulator or the Consumer Financial Protection Bureau. A health insurance complaint goes to your state's insurance commissioner. A data breach goes to your state's attorney general. A product safety issue goes to the Consumer Product Safety Commission.
Most people file multiple complaints at once: one to the company for a fast resolution, and one to a government agency to create a record. This approach protects you if the company ignores you and gives regulators data about patterns of harm.
Key Takeaways
- Complaints to the company itself usually get the fastest response, but complaints to government agencies create official records that can trigger investigations.
- The right agency depends on the industry: banks answer to the Consumer Financial Protection Bureau, insurance to your state's insurance commissioner, products to the Consumer Product Safety Commission.
- You will need documentation: receipts, emails, photos of defects, billing statements, and a clear description of what happened and when.
- Small claims court is an option if the company refuses to respond and you are owed less than your state's small claims limit, usually $5,000 to $10,000.
Filing a complaint directly with the company
Start here if you want a refund, replacement, or service fix. Most companies have a formal complaint process, and going through it first shows good faith if you later need to involve a regulator or court.
Find the complaint process on the company's website, usually under "Contact Us" or "Customer Service." Look for a specific complaints department or escalation process, not just a general customer service email. Send a written complaint—email or certified mail—not a phone call. Include your account number or order number, the date of the transaction, what you purchased or the service you received, what went wrong, and what you want (refund, replacement, credit). Keep copies of everything: receipts, photos, emails, billing statements, and your complaint itself.
Give the company 30 days to respond. If they do not, or if they refuse your request, move to a government agency or small claims court. Document the date you sent the complaint and how you sent it (email with read receipt, certified mail with tracking number).
Filing a complaint with a government agency
Government agencies investigate complaints and can force companies to refund money, change practices, or pay penalties. The process is free and creates an official record, but it usually takes weeks or months.
The Consumer Financial Protection Bureau (CFPB) handles complaints about banks, credit card companies, mortgage lenders, and other financial services. You file online at consumerfinance.gov/complaint. The CFPB sends your complaint to the company and gives them 15 days to respond. You can see their response and dispute it if it is inaccurate.
Your state's attorney general handles complaints about most other businesses: retailers, contractors, online sellers, and service providers. Find your state attorney general at naag.org and look for their consumer complaint form. Some states also have a separate consumer protection agency. The Federal Trade Commission (FTC) at reportfraud.ftc.gov takes complaints about scams, identity theft, and deceptive advertising, though it does not resolve individual disputes—it uses complaints to identify patterns and take action against bad actors.
For industry-specific complaints: contact your state's insurance commissioner for insurance companies, your state's health department for medical providers, your state's labor department for wage theft, and the Consumer Product Safety Commission at saferproducts.gov for dangerous products.
What documentation you need before filing
Gather everything related to the transaction and the problem before you file. Agencies and courts need proof of what happened, and the more complete your file, the faster your complaint moves.
Collect: the original receipt or order confirmation with the date and amount; any emails or messages with the company about the purchase or the problem; photos or video of a defective product, showing the damage clearly; billing statements if you were overcharged; a timeline of events (when you bought it, when the problem appeared, when you contacted the company, what they said); and the company's response to your initial complaint, if you filed one.
Write a clear, factual summary of what happened. Include dates, names of employees you spoke to, what they said, and what you asked for. Stick to what you can prove. Do not include opinions or insults, even if you are angry—agencies and courts respond better to factual, calm complaints.
Small claims court if the company will not respond
Small claims court is an option if the company ignores your complaint or refuses to refund you and you are owed less than your state's limit. Most states allow claims up to $5,000 to $10,000, though a few go higher. You do not need a lawyer, and the process is designed for people without legal training.
File at your local district court or small claims court. Bring your documentation, your complaint letter, and proof that you tried to resolve it with the company. You will pay a filing fee, usually $50 to $200 depending on the amount you are claiming. The court will set a hearing date, usually 4 to 8 weeks out. You or the company can appear in person or by video, depending on your state's rules.
If you win, the court issues a judgment. The company then has a deadline to pay, usually 30 days. If they do not pay, you can ask the court to enforce the judgment, which may involve garnishing their bank account or placing a lien on their property. Enforcement varies by state and is not automatic—you may need to hire a collection agency or pursue it yourself.
Complaints about online sellers and marketplaces
If you bought something on Amazon, eBay, Etsy, or another marketplace, file a complaint with the platform first. These sites have their own dispute resolution systems and often refund you directly if the seller does not respond.
On Amazon, go to "Your Orders," find the item, and select "Return or Replace Items" or "Problem with Order." On eBay, click "Resolution Center" and open a case. On Etsy, go to "Purchases and Reviews" and select "Contact Shop." Give the seller a chance to respond—usually 3 to 5 days. If they do not, the platform will often refund you automatically.
If the platform does not help, file a complaint with your credit card company or payment service (PayPal, Stripe, etc.). They can reverse the charge if you did not receive the item or it was not as described. This is called a chargeback. Your card company will investigate and usually refund you within 30 to 60 days if the seller cannot prove they delivered what you paid for.
Complaints about data breaches and privacy violations
If a company lost your personal information or used your data without permission, file a complaint with your state's attorney general and the FTC. Some states also have a separate data privacy office.
Report the breach to the FTC at reportidentitytheft.gov if your information was exposed. The FTC will create an identity theft report, which you can use to dispute fraudulent charges with your bank or credit card company. Report it to your state's attorney general if the company is based in your state or if you live in a state with strong privacy laws like California, Virginia, or Colorado.
You may also be part of a class action lawsuit if many people were affected. Check the company's website or search for "[company name] class action" to see if one has been filed. Class actions can recover money for you without any effort on your part, though the payout per person is often small.
What happens after you file
If you filed with the company, expect a response within 30 days. If you filed with a government agency, expect 30 to 90 days for an initial response, though complex cases take longer. If you filed in small claims court, you will receive a hearing date within 4 to 8 weeks.
Agencies will ask the company to respond to your complaint. The company may refund you, dispute your claim, or offer a partial refund. You will have a chance to reply to their response. The agency then decides whether to investigate further, close the case, or refer it to enforcement.
Keep records of everything: complaint numbers, dates you filed, responses you received, and any money the company refunded. If you file multiple complaints (with the company, an agency, and small claims court), tell each one about the others so they do not duplicate work.
Frequently Asked Questions
Can I file a complaint if I am not the person who made the purchase?
Yes, if you are the account holder or authorized user. If you are filing on behalf of someone else—a family member or elderly parent—bring proof of authorization, like a power of attorney or a letter from them. Agencies and courts need to know you have the right to act on their behalf.
What if the company is in a different state or country?
File with your state's attorney general or the FTC. They have authority over companies that do business in your state, even if they are based elsewhere. If the company is in another country, the FTC can still take action if they target U.S. consumers, but enforcement is harder. Small claims court is usually not an option for out-of-country companies.
How long do I have to file a complaint?
There is no federal time limit, but most states have a statute of limitations of 3 to 6 years for contract disputes and consumer fraud. File sooner rather than later—fresh complaints are easier to investigate, and evidence is easier to find. If you are owed money, filing within a year gives you the best chance of recovery.
Will filing a complaint hurt my credit score?
No. Filing a complaint with an agency or in small claims court does not appear on your credit report. A chargeback with your credit card company also does not hurt your score, though the company may report you to a merchant database if they dispute it. Your credit score is based on payment history and debt levels, not complaints.
What if I win in small claims court but the company does not pay?
You have a judgment, which is a legal order to pay. You can ask the court to enforce it by garnishing the company's bank account, placing a lien on their property, or sending a collection agency after them. Enforcement takes time and may cost money, but a judgment is valid for 10 to 20 years depending on your state, so you have time to collect.