Dispute Handling and Resolution

When people think about trust, they think about BBB.    

There is a good reason consumers, businesses and regulators respect BBB. We have earned the trust of the marketplace by working cooperatively with all parties to reinforce good business practices and assist people in finding solutions.  

BBB has been helping resolve disputes for almost 100 years and whether your company is a small local firm or large national corporation, we are here to share our expertise and experience with you and your customers. BBB is a recognized leader in the design, development and implementation of dispute resolution programs.  

Our network of BBBs permit the delivery of service at convenient locations whether programs are national, regional or local.  Acknowledged experts in dispute resolution direct the development and delivery of programs and employ cutting edge technology to manage programs and services.  

The customer takes complaint to the business, if they are unable to resolve it, the customer or business can go to BBB. BBB tries to resolve the problem using the following procedures:

Conciliation is an informal process designed to create an environment where negotiations can take place. BBB facilitates the process and assists businesses and consumers to resolve the complaint. If the parties fail to reach an agreement, the case may be referred to mediation.

Mediation is a voluntary and confidential process where a neutral third party assists negotiation. The parties are responsible for reaching an agreement and the mediator can not impose a settlement. The mediator's role is to facilitate communication, promote understanding and use problem solving techniques with the goal of assisting the parties to reach their own agreement. Should the mediation fail to reach agreement, the case may be referred to arbitration.

Arbitration is a form of private adjudication where a mutually acceptable third party hears arguments from either side in a dispute, and renders a judgement. The judgement, known as an award, is confidential and binding.


  • Quick
  • Inexpensive
  • Confidential
  • Parties create their own solutions
  • Voluntary
  • Accessible
  • Parties retain ownership of the dispute
  • BBB is experienced in resolving business-consumer disputes.


CONSUMERS AND BUSINESSES SHARE FEES TO COVER ADMINISTRATIVE COSTS. The Fees apply only to mediation or arbitration services. There is no cost for filing a complaint with BBB.