The BBB offers three major dispute resolution options:

BBB Conciliation

The BBB helps the customer and business communicate so they can resolve their dispute informally. BBB staff will provide information about the complaint to the company and pass along offers made by either side to solve the problem. The BBB can effectively present the customer's views to the business and offer the business' viewpoint to the customer in a neutral way.

Conciliation usually occurs by telephone or mail and frequently settles the matter simply and quickly.

BBB Mediation

A professionally trained mediator meets with the parties and guides them in working out their own mutually agreeable solutions. During the confidential mediation session, the BBB mediator clarifies and reframes problems and helps the two sides talk with each other and discuss solutions.

Mediators don't decide who is right or wrong. Instead, they help people reach a solution on their own -one that works for them.

Advantages of Mediation:

Voluntary

Settlement in a mediation is entirely voluntary. The mediator will assist the parties in trying to reach a resolution to their dispute by identifying issues and trying to find solutions they both agree upon. No one is forced to do anything they are not completely comfortable with.

Control

The parties retain complete control over the process and the outcome. The parties have the flexibility to resolve the dispute under whatever terms and conditions work for them. There is no rigid structure in the settlement process, it is completely up to them.

Efficiency

A hearing is scheduled within two to three weeks of making the decision to go to mediation. This is much quicker than the court system. Oftentimes when you go to court you will find that the judge will order you to mediation as a first step anyway. A typical mediation session will last two to three hours, but most issues can be resolved in half a day.

Cost

BBB mediation is provided at no cost to either party when the complaint is between a consumer and member company. If the complaint involves a non-member company, then there is a nominal fee for both parties.

BBB Arbitration

The parties state their views at an arbitration hearing, offer evidence, and let an impartial third party from the Bureau's pool of certified arbitrators make the decision that will end the dispute.

The arbitrator is trained to listen to both sides and weigh the evidence presented at the hearing. The arbitrator will render a decision.

If you are interested in becoming a volunteer arbitrator, please contact BBB ADR.

The Better Business Bureau does not endorse, recommend, or disapprove any product, service or organization.