If dealing with a company rep about a problem with a product or service has you feeling like you are running on a hamster wheel, it is probably time to take your complaint elsewhere. But figuring out where to go can be a frustrating experience. Dozens of local, state, and federal agencies; watchdog groups; private regulators; trade associations; and other sources of help have overlapping jurisdictions.

And once you determine which organization handles your type of complaint, it might be unwilling to do anything unless it detects a pattern of gripes against a certain business. Or it may lack the power to do much, or simply keep you waiting forever to resolve your issue.

To guide you, we have compiled a list of government agencies and private organizations that might be able to help you, along with some practical advice on how to complain effectively.



Speak to the boss

Before you take your complaint to an outside organization, do everything possible to resolve your problem within the company. That's where you're most likely to get satisfaction. Ask to speak to a supervisor. If you don't get help there, go right to the top. If it's a small firm, you might be able to reach the top dog in person. At large companies, you'll probably have to write or e-mail the CEO. Scour the firm's Web site to find the high-level honchos. One trick for finding hard-to-locate executives is checking the annual report or other financial filings, which public companies often post online.

Describe your problem briefly and clearly, and let the company know that you're eager to remain a loyal customer. Chances are that your complaint will be handed to an underling anyway, but when it comes from the CEO's office, it's likely to get more attention.


File multiple complaints

If you're not satisfied, go elsewhere. File complaints with several organizations, if possible, so you won't wait in vain if one group can't or won't help. If you aren't able to find the right group or agency on our list, do a Web search to find others.

At a minimum, it is usually a good idea to file your complaint with both the state attorney general where you live and where the company is located, if elsewhere. The National Association of Attorneys General (www.naag.org) can help you locate the right office. Also contact city, county, or state consumer-protection agencies; to find them, go to www.consumeraction.gov/state.shtml.

Check your state's government Web sites to see if your issue is handled by any specific agencies. For example, banking and insurance complaints should go to the agencies that regulate those areas. States also have occupational licensing boards that can suspend or revoke the license of professionals, such as electricians or heating contractors, who don't meet ethical or quality standards. Some also have guaranty funds to compensate victims of certain types of businesses, such as licensed home-improvement contractors.


Call in the feds

Also look for the appropriate federal agency. The Federal Trade Commission usually is the lead agency for consumer issues. But like the states, the federal government has agencies that specialize in certain areas. The U.S. Consumer Product Safety Commission investigates complaints about many types of unsafe products. Go to www.pueblo.gsa.gov/complaintresources.htm for a list of federal agency jurisdictions by topic. Another resource is the CPSC's list of federal agencies and the areas they cover at www.cpsc.gov/federal.html.


Try business groups

Many business-supported organizations may be able to help, including the Better Business Bureau (www.bbb.org). With its dispute-resolution services and complaint-driven business reports, the bureau carries a lot of clout, even with companies that are not members. Member companies that enroll in the BBB Care program agree to participate in the organization's dispute-resolution process and even binding arbitration. The BBB also operates the Wise Giving Alliance, which evaluates nonprofit organizations and accepts complaints against them.

Many industry associations, such as the American Moving and Storage Association and the National Funeral Directors Association, provide dispute-resolution services as well. Some of the groups will arbitrate or attempt to resolve issues only with their members.


Get a lawyer

One sure way to have your complaint taken seriously is to file a lawsuit. For small problems, there's little point in hiring an attorney. Even if one were willing to take the case, the legal fees could easily amount to more than the court's award. That's why there are state small-claims courts, which normally handle cases involving $1,500 to $25,000, depending on the state. The court Web sites usually have instructions on how to file a case. Sometimes simply sending a company a "letter of demand" threatening a lawsuit will motivate the firm to resolve the issue.

For major cases, you can find a lawyer by going to the American Bar Association at www.abanet.org.