How To file A Complaint

  
     

Your BBB is a not-for-profit organization dedicated to promoting integrity in the marketplace. BBB assists in the resolution of disputes between businesses and consumers who have a marketplace relationship. BBB is an impartial party in the process, and BBB professionals facilitate and foster civil and ethical communications between the parties. The BBB conciliation process is free to consumers and businesses.

A complaint can be filed, via one of the following three methods:

Via Better Business Bureau’s website – File a Complaint.

Email to disputeresolution@ap.bbb.org

Or by submitting a written letter of complaint to

Better Business Bureau
1888 Brunswick Street, Suite 303.
Halifax, NS B3J 3J8

If you are submitting your complaint in writing or by email, you must include the following:

  1. Your name and complete mailing address
  2. Name and complete mailing address of the business you are complaining about
  3. A clear description of the nature of the dispute
  4. Information on how you have tried to resolve the issue with the business
  5. What outcome you are seeking
  6. Copies of any documentation to help substantiate your claim

Everything you submit will be forwarded to the business within two business days. The business will be asked to respond within 10 days, and if a response is not received, a second request will be made. You will be notified of the business’s response when we receive it (or notified that we received no response). Complaints are generally closed within 30 business days.

Process Summary/Timeline

  • Complaint opened
  • Complaint will be sent to the business within 2 business days from the date we receive the complaint
  • Business will be asked to respond in 10 calendar days from the date you filed the complaint
  • If the business fails to respond to the initial letter, a second notice is issued requesting a response within 10 calendar days
  • If a response is still not received then a final notice is issued within 5 business days
  • Consumer will be notified of the business response when the BBB receives it
  • The consumer will then have 7 calendar days to review and rebut the response
  • The consumer rebuttal will be forwarded to the business for further response
  • If the business fails to respond, the consumer and the business will be notified
  • Complaints are usually closed within 30 calendar days from the date you filed the complaint

Important Notices

  1. BBB does not accept verbal or anonymous complaints
  2. BBB does not process third party complaints unless written authorization is provided by the appropropriate party.
  3. BBB cannot process a complaint where the consumer is not seeking a specific resolution.
  4. BBB does not accept complaints containing abusive language.
  5. BBB cannot issue fines, seek monetary penalty, or shut down a business.
  6. Complaints that go through the conciliation process are reportable (with complaint details posted on our website) for 36 months.
  7. Once a  complaint has been closed the text of the complaint may be publicly posted on the Better Business Bureau's website. Please do not include any personally identifiable information. By submitting your complaint you are representing that it is a truthful account of your experience with the business. The BBB may edit your complaint to remove any personally identifiable information and/or inappropriate language or statements, but ultimately it is your responsibility to remove this information.

Below is a list of complaints that are beyond the purview of the BBB:

    • Employee/employer disputes
    • Discrimination or human rights claims
    • Allegations of criminal acts including robbery, assault, extortion, vandalism, trespassing or harassment.
    • Claims already tried in a court of law, or which are in the process of going to court
    • Claims against government agencies
    • Complaints seeking compensation for personal injury, bodily injury or emotional distress
    • Complaints regarding competency of doctors, dentists, lawyers, veterinarians, accountants, engineers and licensed therapists.
    • Complaints against companies that are out of business
    • Complaints regarding the collection of a debt (the BBB cannot act as a collection agency)
    • Complaints based solely on dissatisfaction about price
    • Buyer's remorse
    • Complaints against an individual not acting on behalf of a business
    • Change of store policy
    • Tenant/landlord disputes