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Tips on Resolving a Dispute

DISCLAIMER: This information is not intended to serve as legal advice nor is it meant to be a substitute for the advice of a private attorney selected by you. Furthermore, this information is not meant to address every aspect of your situation, as every complaint and situation varies. Please use this information only as a guide to understanding the options available to you in resolving your dispute.

  1. Inform the business about the problem you have with their product or service as soon as possible. Be specific and focus on your problem.
  2. Be polite, patient, and keep your tone of voice calm and pleasant.
  3. Gather any documents, receipts, and guarantee or warranty information before you call. If you cannot bring in the product, or if you are complaining by mail, make sure to provide the brand name, model, serial number or any other information that will help identify the product. If you are complaining about a service, describe what was promised and what was received and take a picture if possible. It is also helpful to know who sold you the product or who performed the service and the date the transaction or service took place.
  4. Before you begin to negotiate, figure out what needs to be done to resolve your problem. Be open to the businesses’ suggestions; they may offer an acceptable, new solution.
  5. Do not demand to speak with the manager immediately. Instead, see if the first person whom you made contact with can help you. If they cannot resolve your complaint, then ask to speak with a manager. If the business you are dealing with has a customer service desk, begin there.
  6. If the business representative is unable to help you, remain calm and ask to speak with someone who can help you.
  7. Inform the business representative you are referred to what your needs are and have them offer suggestions. Work with each other to find a solution that fits your needs.

If at this point you are unable to resolve your problem, please file a formal complaint with the Attorney General’s Consumer Protection Division.