Lower cost
DR services generally cost less than more formal options. The customer usually pays nothing or a small fee.
How it works
Ways BBB can help you resolve a dispute
We can work with you and the business to reach a solution to your problem using various dispute resolution (DR) processes. These processes are an alternative to going to court, they are informal and user-friendly, and they help resolve thousands of complaints each year.
Most BBB locations offer several DR methods. They range from the lightest, fastest option to the most formal. Your BBB contact will tell you which methods apply to your case.
Conciliation: BBB staff collect factual information from both parties and encourage open communication between them. Staff may promote discussion and the exchange of offers but will not discuss the merits of either side's position.
Mediation: A professionally trained mediator talks with the parties and guides them in working out their own mutually agreeable solution. The mediator does not decide who is right or wrong.
Informal dispute resolution: A professionally trained hearing officer listens to both sides and makes a non-binding decision on how to resolve the dispute.
Conditionally-binding arbitration: A professionally trained arbitrator listens to both sides and makes a decision that is binding on the parties only if the customer accepts it.
Binding arbitration: A professionally trained arbitrator listens to both sides, weighs the evidence, and makes a decision that is binding on all parties.
You are free to have a lawyer assist you, but most people do not use one. Hearings are held in a relaxed setting and courtroom rules of evidence do not apply.
Why dispute resolution
Advantages of dispute resolution
Speedy
Conciliation can settle a problem in a couple of weeks, sometimes in a day or two. Mediation, IDS, and arbitration generally take less than 40 days start to finish.
Informal
You can have a lawyer assist you, but most people do not. Hearings are relaxed and courtroom rules of evidence do not apply.
Empowering
DR gives you a chance to state your own case. In conciliation and mediation, you create your own agreements.
Convenient
BBBs try to schedule mediation sessions and arbitration hearings at the parties' convenience.
get started
Filing a complaint with BBB
If you have a complaint, get in touch with your local BBB and briefly outline the problem, or use the online complaint system. Your BBB contact will tell you what to do next.
If you have not contacted the business directly, your local BBB will encourage you to call the business first, but it is not required that you work with the business before filing. Your local BBB may have the name and number of a person at the business for you to contact.
Vehicle manufacturer dispute? Contact BBB AUTO LINE and select "For consumers."
rules and documents
Dispute resolution rules
The full rules for each binding and non-binding process. Availability depends on your local BBB and, for some processes, on your contract.
rules page
Rules of conditionally-binding arbitration
Binding on the parties only if the customer accepts the decision.
rules page
Rules for informal dispute settlement
A hearing office makes a non-binding decision.
rules page
Dispute resolution mediation rules and guide
How BBB mediation works, step by step.
rules page
Moving and storage rules of binding arbitration
For interstate household goods and moves.
BBB rules of arbitration
Review BBB's rules of arbitration before and after a dispute.
Rules of arbitration: pre-dispute
Binding arbitration under a contract's arbitration clause.
Rules of arbitration: post-dispute
Binding arbitration after a dispute arises.
reference
Glossary of dispute resolution terms
A process in which two or more persons agree to let an impartial person or panel make a decision to resolve their dispute.
The individual or panel selected to conduct an arbitration and make a decision.
A process in which an impartial person acts as an intermediary to open communication between parties to resolve their dispute.
The written document in an arbitration that is signed by the arbitrator and mailed to the parties.
A process in which an impartial third party assists parties in working out a mutually acceptable solution to their disagreement.
The individual selected to conduct a mediation conference.
Not sure where to start?
Your local BBB can tell you which dispute resolution programs are available and what to do next.