BBB Dispute Resolution Services


Your Better Business Bureau is available to assist when you have a dispute.

Complaints against businesses usually are first address through our conciliation process, where we work to open lines of communication to allow both parties to resolve the dispute themselves. If conciliation is not successful, or if the parties wish to use a more formal process, they can choose to use the BBB’s mediation and arbitration services.

In mediation, the BBB appoints a mediator to work with both parties to try and create a settlement on which both can agree. Mediation permits the parties to have control over the outcome.

In arbitration, the BBB appoints an arbitrator who will listen as both parties present their case and will make a ruling based on that evidence and testimony. Arbitration guarantees that there will be a final resolution, but the arbitrator controls the decision itself.

    There are many advantages to using the BBB’s dispute resolution options instead of filing a lawsuit:
  • It is more flexible. BBB dispute resolution can be done in person, over the phone, through written correspondence, or even online.
  • It is often more cost-effective and efficient. BBB dispute resolution does not require either party to hire an attorney and, in general, the costs of using the BBB will be less than going to court. BBB mediation and arbitration hearings are scheduled at your convenience and are usually completed much more quickly than court cases.
  • It is fair and private. The mediators and arbitrators selected by the BBB are independent practitioners who are professional and impartial. The mediation or arbitration process itself is confidential.

    Most businesses recognize the BBB as a liaison for customer initiated complaints. However, it does not stop there. The BBB provides services to the business community as well. Issues with vendors, suppliers, employees and other concerns that may arise, are matters the BBB can resolve. Through mediation and arbitration, the BBB can handle a variety of disputes, including:
  • Business-to-Business disputes
  • Employer-Employee disputes
  • Landlord-Tenant disputes

Additionally, you can ensure that your disputes are handled through the BBB instead of costly court proceedings by including a binding dispute resolution clause in your contracts. This is an agreement by both parties to take any disagreements to the BBB instead of filing in court. Contact the BBB for more information and to get a copy of our model dispute resolution clause.

Special programs
The BBB can work with your company to develop a dispute resolution program to supplement your in-house customer relations efforts. These tailor-made programs can operate through both in-person meetings or online, via the BBB’s secure ResolutionCentral platform.

Through this special program, customer complaints that come to you directly and internally can have the BBB’s arbitration or mediation service available to augment your efforts. By contracting with the BBB as a third party, you can take matters in which you have exhausted your efforts and have them formally adjudicated by the BBB. This independently contracted program demonstrates to your customers that they will receive fair consideration. In addition, it helps settle matters that can become protracted, expensive and resource intense.

For more information about ResolutionCentral and other special programs, contact the BBB at: 202-783-1356