The federal, state and city governments have each established agencies to handle consumer complaints. If you are having a problem with a business or product, or you believe you have been cheated, defrauded or harassed by a business, you can file a complaint.

Before You File a Complaint

How do I file a consumer complaint?

• Federal
• State
• County

Federal

The Federal Trade Commission’s (FTC) Consumer Protection section can provide some assistance. While the FTC does not resolve individual consumer disputes, your complaint, comment, or inquiry may help them spot a pattern of law violations requiring law enforcement action. It can also help them recognize and tell people about larger trends affecting consumers.

In the Consumer Protection section of their website, you can find a variety of publications on subjects such as credit, health and fitness, buying and working at home, investments, telemarketing, and other products and services. You'll also find business information such as guides to complying with the Mail Order Rule, Telemarketing Sales Rule, Used Car Rule, and other rules and regulations enforced by the FTC.

There are three ways you can contact the FTC: by telephone, toll-free 1-877-FTC-HELP (382-4357); or by regular mail, at:

Or electronically:

If you have a complaint about a particular company or organization, use the FTC’s secure complaint form.

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By law, the state Attorney General's Bureau of Consumer Protection is authorized to perform the following duties:

• Investigate commercial and trade practices in the distribution, financing and furnishing of goods and services for the use of consumers;
• Conduct studies, investigations and research into matters affecting consumer interests and make such information available to the public;
• Advise the Legislature on matters affecting consumer interests, including the development of policies and the proposal of programs to protect consumers;
• Investigate fraud and deception in the sale, servicing and furnishing of goods and products, and strive to eliminate such illegal actions;
• Promote consumer education and publicize matters relating to consumer fraud, deception and misrepresentation.

Based upon consumer complaints or investigations, the Bureau is authorized to take formal legal action against persons and organizations who engage in unfair and deceptive conduct in the advertisement or sale of goods or services within the Commonwealth. However, in response to numerous consumer complaints received each year, the Bureau has also developed a statewide mediation program which seeks restitution, refund or other relief for consumers and affected businesses in a fair and impartial manner.

Upon receipt of a consumer complaint, the Bureau will generally attempt mediation by sending a copy of the complaint to the business involved in an attempt to reach a resolution of the dispute. The Bureau does not act as a judge in these disputes or order any payment or action. In the majority of cases received by the Bureau, Consumer Protection Agents serve as mediators who work to resolve disputes using the mail, telephone and/or personal contacts.

In general, the Bureau is only authorized to file formal legal action where it has reason to believe that a business is engaged in illegal practices and it is in the public interest to do so. "The public interest" may include a pattern or practice of fraud, an important question of law, a significant number of consumer victims, a significant amount of money at risk or a variety of other things.

In addition, the Bureau responds to Consumer Protection Hotline inquiries by telephone and in writing. Further, in keeping with its mandate to educate consumers, the Bureau makes available agents and attorneys to conduct public demonstrations and programs and provides a variety of consumer education brochures and materials to schools, consumer groups and other interested organizations.

The Health Care Section Operating within the Bureau of Consumer Protection, the Health Care Section focuses on protecting the public from unfair health care practices and helping shape Pennsylvania's policies in favor of the consumer. Those who believe they are unfairly denied medical treatment by Health Maintenance Organizations, managed care or other health insurers can receive help by filing a complaint with the Attorney General's Health Care Section. Among the first of its kind in the nation, the Health Care Section helps Pennsylvanians get around the barriers to secure the treatment they need.

Filing a Complaint

The Bureau of Consumer Protection recommends that you contact the business directly and attempt to remedy the situation immediately, prior to filling out a formal complaint. Most reputable businesses will try to find a solution to a bona fide problem. When writing to the company, put your complaint to the company in a neat and organized manner. You can also contact the company by phone and ask to speak to a person who has the authority to resolve your issue. Always be polite and non-threatening. Explain the problem with the product and be specific as to what you want the company to do in order to resolve your complaint. Be certain to write down the date, time and name of the person to whom you spoke at the company so that you can refer to this information in the future, if necessary.

or electronically by filling out the complaint form available on the Bureau Website. Choose "File a Consumer Complaint." This section will also provide you with a brief description of their consumer complaint process.

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The Bucks County Office of Consumer Protection works to maintain a fair and equitable marketplace for consumers and businesses. They conduct mediation of all consumer complaints against businesses or individuals, whether in or out of Bucks County. The department also performs investigation and coordination of complaints with other enforcement agencies for possible criminal action.

If you have a problem, the Office of Consumer Protection can help you. A preliminary phone call to their office can help you decide how best to proceed with your case.

You can also file a complaint using their online form.

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