Complaint Process and Dispute Resolution Services
- When a complaint is received, BBB staff will review it to ensure that the complaint falls within the scope of matters handled by the BBB.
- BBB notifies the business of dispute with a response due date of (14 days), if no response is received BBB will submit a reminder notice for a response within (10 days).
- Upon receipt of business response, BBB reviews and forwards the response to the consumer. The consumer has an option to accept the response, which will close the complaint as resolved or submit a rebuttal for further assistance.
- If no business response is received, BBB will make a courtesy telephone call requesting a reply within the next four days. An email will also follow the telephone call.
- Without a business response to the allegation(s) made in the complaint, BBB will close the complaint as unanswered which will reflect the business’ accreditation and rating.
- BBB will typically only process two rebuttals, if consumer remains dissatisfied; the complaint is transferred to the arbitration phase which requires a signature from the consumer to accept. If the consumer does not accept, BBB will close the complaint as Administratively Closed.
- BBB remains a neutral third party which does not judge complaints on its merits or validity.
Dispute Resolution Services
- As a neutral party, BBB hopes to create an agreeable outcome between both the consumer and the business.
- It is best to respond to a complaint promptly. Trade Practices Specialists receives a high volume of complaints on a daily basis. We encourage you to respond before the last minute so that way we can review the response more thoroughly.
- If neither party can find a middle ground through the complaint process, BBB offers dispute resolution services.
- Conciliation begins with the exchange of offers between the business and consumer. A BBB staff member acts as a neutral third party to relay information to and from each party.
- Conciliation allows for both parties to create their own agreements and desired outcomes to the dispute.
- When the conciliation process is unsuccessful, BBB recommends mediation between the disputing parties.
- A professionally trained mediator brings the two parties together in a confidential mediation session.
- The mediator’s role is not to determine who is right or wrong, but help the two parties find mutually agreeable solutions.
- Arbitration is the last step BBB takes to settle a dispute.
- In an arbitration session, both parties state their views and provide evidence for an impartial third party from Better Business Bureau’s group of certified arbitrators, who makes a decision that ends the dispute.
- The arbitrator is trained to listen to both parties and determine an appropriate outcome of the dispute.
- Arbitration is a quick way to settle disputes without going to court, and one a free arbitration is provided to BBB Accredited Businesses.
- This service is provided for our Accredited Business with a complaint against another Accredited Business over a collection dispute. BBB does not count the dispute as a complaint if it is resolved through this program.
- To file a dispute through money matters, login to the Accredited Business Services section of www.denver.bbb.org.