How Our Complaint Process Works


BBB has made it fast and easy for people to file complaints. We handle complaints against any business whether BBB Accredited or not. We also accept complaints against charities and non-profit organizations (though our BBB doesn't handle those complaints; they should be filed directly at Primarily, we handle complaints relating to marketplace transactions, including advertising claims. This process is free to customers and businesses.

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

  1. Complaint opened
  2. Complaint will be sent to the business in 1-5 calendar days from the date we receive the complaint
  3. Business will be asked to respond in 10 calendar days from the date you filed the complaint
  4. Consumer will be notified of the business response when the BBB receives it
  5. 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

A complaint can be filed, by completing a complaint form, via one of the following two methods:

  1. Via the Better Business Bureau’s website – File a Complaint.
  2. Or by submitting a written letter of complaint (please include a brief summary of events and your desired outcome, as well as your and the company’s contact information – name, address, phone number) to:
    Better Business Bureau
    220 S. River Ridge Cir.
    Burnsville, MN 55337

The following criteria should apply before proceeding with the complaint process:

  1. The consumer should have contacted the business at least once to resolve the issue.
  2. The complaint should be filed with the BBB that handles the service area where the business is headquartered. (Which BBB handles your complaint?)
  3. The complaint must meet BBB National Complaint Acceptance Guidelines.
    Below is a list of complaints that are beyond the purview of the BBB:
    • Employee/business disputes
    • Discrimination or harassment claims
    • Allegations of criminal acts
    • Claims already tried in a court of law
    • Cases that are already in litigation
    • Civil rights claims
    • Regarding care provided by a medical professional
    • Against companies that are out of business
    • Regarding the collection of a debt (the BBB cannot act as a collection agency)
    • Issues based solely on dissatisfaction of price
    • Buyers remorse
    • Complaints against an individual
    • Complaints seeking compensation or damages
    • Third-party complaints
    • When complainants are not seeking a resolution
    • Anonymous complaints

Note: The BBB handles complaints against charities, but the BBB of Minnesota & North Dakota does not process those complaints.

Important Notice

  1. Your complaint cannot be changed, edited or deleted once it has been submitted.
  2. An exact copy of your complaint will be sent to the business.
  3. 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, but ultimately it is your responsibility to remove this information.