What to do if a company ignores your complaint

If a company ignores your complaint, put it in writing with a deadline, then escalate to someone the company has to answer: the Consumer Financial Protection Bureau, your state attorney general and the regulator that licenses or supervises the company. If you are owed money, a final demand letter and small claims court are often the next step. Keep a record of every contact, and watch the legal deadlines that apply to your type of problem.

The escalation ladder

Work up the steps in order. Skip ahead if the problem is urgent, such as a foreclosure sale date, frozen wages or ongoing fraud.

1. Follow up in writing. If you only phoned, send a written complaint now. If you already wrote, send a short follow-up that refers to your first letter, repeats what you want and sets a new deadline of 10 to 14 days. Our complaint letter template works for both.
2. Ask for a supervisor or the executive office. Many companies have an executive response or "office of the president" team. Ask for its address or email, or look for it on the company's website.
3. Use the formal dispute process. For credit report errors, card billing errors, bank transfer errors, mortgage servicing errors and debt collection, the law gives you specific written dispute rights with deadlines the company has to meet. See the table below.
4. File with the CFPB. At consumerfinance.gov/complaint. The company is expected to respond, generally within 15 days. See what happens after you file a complaint.
5. File with your state. Contact your state attorney general's consumer protection office (find it at usa.gov) and your state financial regulator. Many attorney general offices offer free mediation.
6. Add the company's bank regulator. For banks and credit unions, the OCC, FDIC, Federal Reserve or NCUA. Our guide on how to file a complaint shows which one applies.
7. Send a final demand letter. State the amount owed, give a last deadline and say you will file in small claims court if it is not paid.
8. Go to small claims court or get legal help. See the sections below.

Keep records like you might need them in court

You probably will not end up in court. But keeping records as if you might is what makes every other step work. Agencies, attorneys and judges all want the same thing: a clear story backed by documents.

• a running timeline: date, time, how you contacted the company, who you spoke to, what was said, reference numbers
• copies of every letter and email you sent, and proof of when it was sent or delivered
• every reply from the company, even form letters
• statements showing the charges, fees or errors
• screenshots of the app or website, with the date visible
• complaint numbers and responses from any agency
• receipts for costs the problem caused you, such as late fees elsewhere or bank charges

Write call notes right after each call while you remember. Store everything in one folder, paper or digital.

Deadlines to know

Some protections only apply if you act in time. These are common federal rules. State law can add more, and rules vary by state.

Small claims court

Small claims court is designed for people without lawyers. It can be a practical way to recover a refund, a fee or money lost because of a company's mistake.

• Limits. Each state sets a maximum amount you can sue for, commonly somewhere from a few thousand dollars up to about $25,000. Check your state court's website.
• Cost. Filing fees are usually modest, and in many places you can ask to have them waived if you have a low income.
• Where to file. Usually in the county where you live or where the company does business. Find the company's registered agent for service through your state's business registry.
• What to bring. Your timeline, letters, statements and proof of what you lost. Organize it so a judge can follow it in a few minutes.

Companies sometimes settle once they are served with a small claims case, because sending someone to court costs more than the refund. You can find your state court's self-help pages through usa.gov.

Arbitration clauses, briefly

Many bank account, credit card, loan and app agreements include an arbitration clause. This usually means disputes must go to a private arbitrator instead of court, and often bars class actions. A few things to know:

• many clauses still let you use small claims court, so read the clause before assuming you cannot sue
• some agreements let you opt out of arbitration within a short time after opening the account
• arbitration clauses do not stop you from complaining to regulators or your attorney general
• in arbitration, the company often pays most of the fees for consumer claims, but terms differ

Whether a clause applies to your situation is a legal question. A consumer attorney or legal aid office can tell you.

When to get legal help

Consider talking to a consumer attorney or legal aid if:

• you are facing foreclosure, repossession, eviction or wage garnishment
• you have been sued over a debt, even if you think it is wrong
• a debt collector or credit bureau keeps breaking the rules after you disputed
• a lot of money is at stake
• you think you are being discriminated against

Some consumer protection laws let you recover attorney fees if you win, so many consumer attorneys offer free consultations. Legal aid offices help people with lower incomes for free. Search for legal aid in your state through usa.gov.

If the company is not just ignoring you

Sometimes a company goes silent because it is not a real company. If you cannot find a license, an address or any genuine contact details, or if it pushed you to pay by gift card, crypto or wire, you may be dealing with a scam. See how to spot financial scams and report it at reportfraud.ftc.gov.

Questions and answers