How to Write a Consumer Complaint Letter
How to write an effective consumer complaint letter to a company, what to attach, and where to escalate: CFPB, FTC ReportFraud and your state consumer protection office.
- Best for
- Shoppers · Customers with a billing or service problem · Scam victims
- When to use
- When a company hasn't fixed a problem after a phone call or chat, or you want a written record.
On this page
Key Takeaways
- Write to the company first with facts, dates and the specific fix you want.
- Attach copies of receipts and messages, never originals.
- Escalate to the CFPB for financial products or the FTC for fraud if needed.
- Your state consumer protection office can also help.
General information, not legal advice. Rules vary by state and can change; check the official sources linked in this guide.
Most consumer problems, such as a wrong charge, a product that broke, or a service that was never delivered, get resolved fastest by the company itself. A written complaint helps: it is clear about what you want, it gives the company a chance to fix things, and it creates a record you can use if you need to escalate.
Step 1: Gather the facts and documents
- What you bought or signed up for, the date, and the price.
- Order numbers, account numbers (only the last few digits in anything you share), receipts and contracts.
- Emails, chat transcripts and notes of phone calls, including dates and names of the people you spoke with.
- Photos of damaged items, screenshots of ads or offers.
The free evidence checklist and log helps you organize these.
Step 2: Write the complaint
Keep it to one page if you can. Include:
- Who you are and how to reach you.
- What happened: the purchase, the problem, and the dates, in order.
- What you already tried: calls, chats, returns, with dates.
- The specific fix you want: a refund, a repair, a replacement, a corrected bill or a canceled charge.
- A reasonable deadline for a response.
- A list of copies you are attaching. Send copies, never your originals.
Step 3: Send it to the right place
Look for a customer service or complaints address on the company's website, your contract or your bill. Send it in a way you can prove, such as email, the company's message center or tracked mail, and keep a copy.
Step 4: Escalate if the company does not fix it
If the company does not respond or refuses a reasonable fix, government agencies and other organizations may be able to help. Which one depends on the problem:
- Banks, credit cards, loans, credit reports and debt collection: the Consumer Financial Protection Bureau (CFPB) accepts complaints and forwards them to the company for a response.
- Fraud, scams and bad business practices: report to the Federal Trade Commission at ReportFraud.ftc.gov. The FTC uses reports to investigate and build cases, but generally does not resolve individual complaints.
- Your state's consumer protection office or attorney general: find yours through USAGov's state consumer protection offices directory.
- Other problems: USAGov's consumer complaints page lists where to complain about specific issues.
Step 5: Consider small claims court
If money is owed and other steps fail, small claims court may be an option. Dollar limits, filing fees and procedures differ by state, so check your state court's self-help pages. Our guide on how to find official court forms explains where to look.
Protect yourself while you wait
- Never send full card numbers, passwords or Social Security numbers in a complaint.
- Be wary of anyone who contacts you offering to recover money for a fee. Recovery scams target people who have already lost money.
- If a card charge is wrong, contact your card issuer promptly; card issuers have dispute processes with time limits.
Sources: Consumer Financial Protection Bureau, Submit a complaint; Federal Trade Commission, ReportFraud.ftc.gov; USAGov, Where to file a consumer complaint and State consumer protection offices.
Frequently Asked Questions
Where do I complain about a bank or credit card company?
The Consumer Financial Protection Bureau accepts complaints about financial products and services and forwards them to the company for a response.
Will the FTC resolve my individual complaint?
Generally no. The FTC uses reports to investigate and build cases. For help with your own problem, contact the company, your state consumer protection office or, for financial products, the CFPB.
What if the company still won't pay?
Small claims court may be an option. Limits, fees and procedures differ by state, so check your state court's self-help pages.