Quick answer

File a complaint after you’ve tried to resolve the issue directly and gathered clear evidence showing harm, repeated errors, or refusal to remediate. Complaints are most effective when they include dates, receipts, correspondence, screenshots, and any contract terms that were violated.

Why timing and evidence matter

In my 15 years helping clients with disputes and consumer problems, timing plus documentation makes the difference between a quick fix and a dead-end. Agencies and companies prioritize cases with clear, verifiable facts. Submitting a complaint too early (without attempting a reasonable resolution) or too late (beyond warranty or statute limitations) can reduce your chances of success.

Authoritative resources to consult before filing:

Step-by-step: When to escalate and file

  1. Immediate action (day 0–7): Contact the company first
  • Call customer service or use the company’s online dispute form. Keep the representative’s name, date, time, and a short note of what was said.
  • If the issue is billing, request immediate reversal or temporary credit. For shipping/damaged goods, ask for return instructions.

When to skip this step: if the company is the perpetrator of fraud, has ignored multiple prior repair requests, or communication is impossible (no working support channels).

  1. Collect evidence while you attempt resolution (day 0–7)
  • Receipts, invoices, contracts, warranties, and order numbers.
  • Screenshots of web pages, error messages, and Terms of Service. Save full-page screenshots and confirm timestamped file metadata when possible.
  • Photographs of defective items with a ruler or other scale. Capture serial numbers.
  • Phone logs, call recordings (subject to local law), and saved emails or chat transcripts.
  • Bank or credit card statements showing disputed charges.
  • If your credit report is affected, pull reports from the three bureaus and save copies. See my guide: What Your Credit Report Really Says About You.
  1. Give the company a reasonable chance to fix it (day 7–30)
  • Send a short, dated written complaint to the company’s customer service or disputes email. Use certified mail for important financial disputes and keep the tracking receipt.
  • State the outcome you want (refund, correction, replacement, removal of negative credit item) and attach your evidence.
  • If you get a promised timeline, calendar it and follow up on the day after the deadline.
  1. File with third-party agencies (day 14–60)
    File a complaint when the company fails to act within its promised timeframe or provides an unsatisfactory response.
  • For banks, mortgage companies, credit reporting errors, debt collection: file with the Consumer Financial Protection Bureau (CFPB) at https://www.consumerfinance.gov/complaint. The CFPB forwards complaints to companies and posts status updates publicly. Response times vary by company and issue category; many cases see an initial reply within 15–60 days, but timelines are not guaranteed. [CFPB]
  • For fraud, identity theft, or deceptive marketing: report to the Federal Trade Commission (FTC) at https://reportfraud.ftc.gov or https://identitytheft.gov (for identity theft). [FTC]
  • For general consumer problems or scams: file with your state attorney general or consumer protection office (search via USA.gov). [USA.gov]
  • For business reputation and informal mediation: file with the Better Business Bureau (https://www.bbb.org).

Related FinHelp articles: see How to File a Complaint Against a Financial Service Provider and Escalating Consumer Complaints: Using the CFPB Effectively.

  1. Escalate when necessary (30–120 days)
  • If administrative complaints don’t resolve the problem, escalate to your state attorney general, an industry regulator (for utilities, insurance, securities), or consider arbitration or small-claims court.
  • Preserving a clear timeline and documented attempts to resolve is crucial if you later need legal remedies.

Evidence checklist you can use today

  • Chronological timeline: dates, times, names of everyone you spoke with.
  • Original receipts, invoices, contracts, warranty cards.
  • Full-page screenshots, saved HTML or PDF copies of web pages and terms.
  • Photographs (defects, packaging) with context and timestamps.
  • Bank/credit card statements and cancelled checks showing payments.
  • Credit reports (Equifax, Experian, TransUnion) for disputes affecting credit.
  • Proof of return shipping (tracking number, carrier receipt).
  • Certified mail tracking for any mailed dispute letters.
  • Any prior settlement offers or acknowledgement from the company.

Keep originals when possible and create two backups (cloud + offline). For sensitive documents, redact Social Security numbers before sharing with public complaint portals.

Practical templates (short)

Complaint subject line: Billing error on account 12345 — request for refund
Message (short): I purchased [product/service] on [date]. I was charged $[amount] on [date] and the item/service was [describe issue: defective/never delivered/incorrect]. I contacted customer support on [date] and was told [summary]. I’m requesting [refund/replacement/credit] and attaching: receipt, photos, and chat transcript. Please respond within 14 business days.

Evidence list (attach): receipt.pdf; photos.zip; chat-transcript.pdf; bank-statement.pdf

What agencies expect and typical response timelines

  • CFPB: forwards complaints to companies and displays company response and status; response timing varies by company and complaint category. Use the CFPB complaint portal to track your case. [CFPB]
  • FTC: does not resolve individual consumer disputes but uses reports to build enforcement cases and refer matters to other agencies. For identity theft, the FTC’s IdentityTheft.gov provides recovery plans. [FTC]
  • State AG or consumer protection office: may mediate, investigate fraud, or bring enforcement actions. Each state has different processes and timelines — check your state’s consumer protection site via USA.gov. [USA.gov]

When not to file (and better alternatives)

  • Minor disagreements or very small amounts where the administrative effort outweighs the likely remedy. Consider chargebacks through your card issuer (follow bank dispute rules) or return/refund policies first.
  • If you haven’t tried the company’s stated dispute resolution process (unless it’s fraudulent or non-existent).
  • If the issue is better handled through small-claims court or arbitration right away (check contract terms for mandatory arbitration clauses).

Handling sensitive cases: identity theft and credit errors

If you suspect identity theft, take these immediate steps:

  • Report to the FTC at IdentityTheft.gov and follow the recovery plan. [FTC]
  • Place a fraud alert or credit freeze with the three major bureaus.
  • File a police report if accounts were opened or funds stolen.
  • If credit report errors persist after the company’s response, file a CFPB complaint to escalate. [CFPB]

Follow-up and persistence

  • Keep a running log of every contact and save dates and responses.
  • If a company offers a partial remedy, get it in writing before accepting it.
  • Use public channels (BBB, social media) cautiously; some companies respond faster when complaints are public, but always attach verifiable proof.

Escalation options beyond complaints

  • Arbitration or small-claims court: useful for recoveries under state small-claims limits; preserves attorney fees in some statutes.
  • Class action: unlikely for one-off consumer problems unless a pattern affects many consumers; check resources like https://www.consumerfinance.gov/complaint/ for related filings. [CFPB]
  • Private attorney: consider when losses are large, statutory damages exist, or legal advice is needed.

Common mistakes to avoid

  • Filing without documentation or a clear desired outcome.
  • Sharing unredacted personal data publicly.
  • Missing state or contract deadlines (warranties, chargeback windows, statute of limitations).

Final checklist before you click “submit”

  • Have you tried the company’s dispute process? If yes, did you document the interaction?
  • Do you have copies of all supporting documents saved in two places?
  • Is your desired remedy clearly stated and realistic?
  • Have you chosen the most relevant agency (CFPB for consumer financial, FTC for fraud/identity, state AG for general consumer law)?

Professional disclaimer
This article is educational and reflects standard consumer processes and my professional experience. It is not legal advice. For complex disputes, large financial losses, or cases involving regulated industries (securities, insurance, healthcare), consult a licensed attorney or your state consumer protection office.

Authoritative sources

Related FinHelp resources

If you want, I can provide an editable complaint template (Word or PDF) tailored to banking, credit-report disputes, or merchant chargebacks.