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Business Frequently Asked Questions

Getting Started

What is ComplaintsBoard.com?
ComplaintsBoard.com is one of the oldest consumer complaint websites on the Internet, established in 2004 and is completely free, safe, and easy to use for everyone. By saying free, we mean it's absolutely free. No beta, no cut versions.
 
ComplaintsBoard.com acts as a platform for customers worldwide to forward their complaints to the respective companies to resolve whatever issues they have.
Why should we care about the posted complaints anyway? Can't we just ignore them?
First of all, ComplaintsBoard.com is the most popular and influential complaint resolution platform on the Internet. There are lots of potential consumers worldwide seeking information about a company before engaging in any interaction with it.

Second, it's rather unusual for a business not to care about those thanks to whom it exists in the first place. A lot of companies flopped due to a lack of care towards their customers, nearly non-existent feedback, and negative "word of mouth" spreading around.

Our years of experience show that customers generally have more trust towards a business that can admit its mistakes and works on resolving them, rather than towards the one that simply ignores everything.

Additionally, the majority of consumers nowadays are Generation X and Generation Y: both of them are tech and Internet savvy (especially Generation Y), therefore in their eyes, a business with a crystal clear reputation on the Internet looks suspicious and untrustworthy. And the numbers of such customers only increase every day.

It gets even worse if a company doesn't have any reviews whatsoever, be they positive or negative, as customers are unwilling to gamble by spending their money on a completely unknown service.
How do we even use your website?
First of all, you need to log into an account at ComplantsBoard.com.
 
If you discovered our website after receiving an email from us, it means we have already created an account for your convenience and granted it additional features that normally aren't accessible to a regular user.
 
These features include, but are not limited to:
  • easy tracking of complaints (and their updates) against your business;
  • seal of approval of being a verified representative;
  • ability to see user contact details and their sensitive information and many more.
We strongly recommend using an account we've provided you with, as it will differentiate you from other users and will erase any doubts of your customers that you're indeed a legitimate, verified representative of the respected business.
 
If you have stumbled on ComplaintsBoard.com while browsing the Internet and/or found your company's profile on the website, then you can either:
 
1) Create an account on your own AND notify us by email [email protected], so we could grant you these additional features, or
 
2) Contact us by email [email protected] and make a request to provide you with a business account.
 
Afterward, you can either use a complaint tracker to check new/updated complaints against your company or visit your business account to find a complaint you wish to respond to and post your reply.
Is ComplaintsBoard.com held liable for content posted on the platform?
At ComplaintsBoard.com we aim to keep our community’s content helpful and relevant. However, it is the users who are responsible for their posts and reviews on our website.
If you have issues with some posts, you can report them to our team for assessment or you might contact the person who left the post.  
 
Do we have to pay anything?
No, our website is absolutely free, easy, and safe to use for everyone.
We have an internal ticketing system and we do not use complaint platforms.
Fair enough, lots of companies do. However, your customer may simply be unaware of it or may find it uncomfortable to use, or any other reason as to why they decided to contact you through us. You can simply inform them about it in your response. It's neither hard nor it takes long.

Business Account

Can we create an account on our own?
Yes, but in general it's not advised. A self-made account doesn’t have special features such as:
  • complaint tracker and the ability to see sensitive information that is hidden from other users;
  • it is marked as a legitimate, verified representative of the respected company;
  • it stands out of a crowd and will receive recognition from your customers.
If you have already created an account and want it to be verified, please contact us at [email protected]
Who has created our company's profile on your website?
Your business account has been created by our editors; the information has been taken from publicly available sources.
How do we remove our Business Account?
Customers are not to be denied the right to leave complaints on any website they visit, so we do not delete Business Accounts.

We don't remove business information either, as it's publicly accessible. If you think your company's information is incorrect, please contact us and we will take care of this matter.

Try to derive maximum benefit from these reviews to improve your service or whatever your customers complain about.
Listen to them carefully, make concessions, resolve their issues, and you will surely succeed.
What does "Customer contacted" mean?
It means that a company has reached out to a customer directly using our internal messaging system to find out more information about the complaint or other details that would help resolve the issue faster. 
 
Who can contact a customer directly?
A customer can be contacted by a business that has a claimed Business Account on ComplaintsBoard.com.

Claiming

What is a claimed business account?
It means that this account has been claimed by business customer service/representative through our verification process.
How can we claim our Business Account?
To join us as a business, contact us at [email protected] and submit a request for verification.
Why should we claim our Business Account?
In short: it gives you more control over your Business Account on ComplaintsBoard.​com.​
 
If you claim your business, you can:​
  • Directly interact and engage with your customers by using our internal messaging system;
  • See customers' sensitive information such as phone number, order number, email address, etc.;
  • Use the Questions and Answers feature based on customers' concerns mentioned in their complaints;
  • Leave official public responses;
  • Ask customers to provide specific information such as their reference or booking number;
  • Track complaints and customer replies;
  • Receive a “claimed’’ checkmark.
Is claiming free?
Absolutely! Your Business Account can be claimed and managed at no cost.
What if we don’t claim our Business Account?
Claiming is not a necessary option, but the above-mentioned features will not be available. However, we will always be there for you and continue supporting you all the way.​
How does the Questions and Answers feature work?
We've created this feature for you because you know your customers' inquiries much better and can answer all of their questions. Just look through reviews to figure out what your customers are worried about the most. 

How does it work?
You can provide the answers to the most frequently asked questions and we will publish them on our website. The answers should be based on concerns that are mentioned in the customers' complaints and don't necessarily have to be the same as they are on your website.

Do they want a refund? Explain how they could get it.
Or maybe they want to make a return? Provide a return address or describe this process.
Anything.
Who knows, maybe after finding an answer, the customer will not raise a complaint.

To provide the answers to the frequently asked questions, please shoot us an email at [email protected]board.com
 

Rating

How is the rating calculated?
Customer satisfaction rating is a complicated algorithm that indicates customer experience with a company. It measures a brand’s responsiveness and complaint resolution success on a scale from 1 to 5 stars per complaint that then is combined for the overall score. When a new complaint appears, the formula takes into account the following four main variables and one additional variable:

1. Resolution: eventually, it all comes down to resolving complaints successfully. The facts of whether the complaint was marked as resolved and the time it took to resolve it directly impact the score. Ultimately, the more complaints are resolved, the better the rating is.

2. Reply time: naturally, waiting time matters greatly. Long response time can significantly harm the way customers feel about your business resulting in poor customer experience and, ultimately, lower score. Yet on the bright side, the algorithm excludes weekends and holidays from calculating the response speed as we understand that customer support also has their days off.

3. Quality of response: personalized responses have an advantage over generic templates. In this way, the algorithm generally favors companies that address customers by their names and approach their problems individually.

4. Response frequency: this metric indicates the company’s regularity and consistency in responding to all incoming complaints. The frequency of a response to new complaints contributes to a better score meaning the more complaints are addressed, the higher the company is rated.

5. Pending complaints: these refer to complaints a company has responded to, but there has been no further communication from the users. We understand that this situation is not the company’s fault. To eliminate any negative effect it can have on the score, these complaints are marked with the status “pending” that in our formula translates as “started, but not resolved yet”. A pending complaint does help improve the rating, but not as a fully resolved complaint.
How does the resolution process work?
To put it simply:
 
1) A customer leaves a negative review for your company;
2) You receive a notification about it;
3) Go to the complaint page and post your response;
4) The customer will receive an almost immediate notification that the business owner has replied;
5) If the complainant does not respond within 30 days after your comment, we consider that either the issue has been resolved or the consumer is no longer interested in the complaint. In this case, the complaint will be marked as "resolved".
Can our ratings on ComplaintBoard.com be improved by reputation management companies?
Reputation management companies claim to be able to remove your business listings from any website for a fee, however, these claims are false and do not influence your ratings or reputation on ComplaintsBoard.com.
We provide our services free of charge and we do not offer any business listing or complaint removals.
Should you be contacted and offered reputation management services, let us know by sending an email to [email protected] so we can prevent them from approaching and taking advantage of other companies.
 

Complaints

How do we remove a complaint from your website?
We do not remove complaints unless we receive an officially signed court order.
How do we remove a complaint that we consider to be false from your website?
At ComplaintsBoard we let our users share their experiences, and we do not remove reviews solely based on the business’s claim that they are false.

If you suspect a review to be fake, you can consider taking the following steps:
  • Any reviews that do not comply with the ComplaintsBoard’s Complaint Guidelines should be reported. Usually, this kind of content consists of personal attacks and verbal assaults, personal data of employees, sharing other people’s experiences, conflicts of interest, and reviews meant for other websites.
  • Aim at resolving complaints from real customers. The more complaints you have resolved, the lesser is the impact of the fake complaints on your business.
  • Publicly express in a comment or a private message why you find a review to be inaccurate. This will diminish the effect these reviews might have by showing your customers the whole picture of the situation. Moreover, responding to complaints and interacting with your customers brings a higher value to the companies.
  • If you believe our moderators have missed a suspicious review, you can report it with supporting evidence and the complaint will be further investigated. Often these removal requests are not successful, so we advise you to try alternative options. 
Can I openly make a statement that a review on ComplaintsBoard.com is fake or incorrect?
Yes, you can say that the reviews are false, however, in our experience, trying to resolve the complaints through direct messages or public responses has a better impact on your company’s reputation.
If you find it necessary and you can justify your claim, you can leave a comment with a polite message and in no way attack or verbally assault the reviewer.
Keep in mind that the comment you leave is public and will make a positive or negative impression of your customer service and your business in general on other potential customers.
 
We resolved the complaint. Can it be removed now?
No, we do not remove resolved complaints.
Can we pay to have some of our complaints removed?

Absolutely not. Businesses cannot pay to have reviews removed.
ComplaintsBoard.com has a very strict policy of removing reviews only if they violate ComplaintsBoard’s Complaint Guidelines or are considered by our moderators to be suspicious.
We apply these guidelines to all reviews across our website.

Can I offer the reviewer something in exchange for complaint removal?
No.
First of all, we do not remove complaints.
Second, it is forbidden to promise to resolve complaints in exchange for their removal.
Once a complaint has been resolved, you can contact the customer to ask them to consider updating their review describing the assistance you provided.
Your choices of resolving complaints cannot be driven or solely depend on the editing or removal of a complaint by the reviewer.
 
What can I do if a reviewer is blackmailing for payment to remove the review?

Any kind of blackmail is against our Complaint Guidelines. It is forbidden to threaten a business to write a negative review or promising to remove a negative review in exchange for money or free gifts. If you are aware of such a situation, let us know about it.

Keep in mind that we will be able to take action only when you provide evidence of what happened. Please reach out to our Customer Support with the details of the situation and we will solve it in your name.
We will only take action if someone has expressed their intentions to take down a review in exchange for a financial incentive or blackmail to write a negative review if they don’t pay them.

We do not get involved in disputes between the customers and businesses if customers are requesting a refund or compensation for the disappointing items and experience.

 
Please ask our customers to directly email us instead of posting complaints
In theory, we could do that, but that is very likely to have a long-term negative effect on the customers in general.
 
Why do customers even begin to take their complaints to the public? Why do they prefer to post it on our website instead of sending it directly to you?
Because there are/were a lot of companies that simply ignore(d) complaints as long as they are/were private.
 
We're more than positive that you have heard of at least one incident when the business owners began resolving issues only after the word got out and spread like a wildfire on the Internet, news, and/or TV. Yes, it's unpleasant, but that's how the world functions nowadays.
And that is why people come to us: they believe that by voicing their concern in public they're more likely to draw some attention to the issue.
 
Besides, we notify you by email each time a complaint is posted or an already existing complaint is updated. We also provide a live tracking system.
 

Legal Questions

Are users sued for complaints at ComplaintsBoard.com?
Consumers are entitled to free speech offline and online, hence, reviewers on our platform exercise their right to share their experience and their opinion about products and services. 

If businesses want to interact with the reviewers, they can register a free Business account on ComplaintsBoard.com.
You can use your Business account to publicly address reviews and send direct messages to complainants. It positively impacts the business to show genuine interest in what customers have to say. Your Business account also allows you to report reviews that you think violate our Complaint Guidelines.

Occasionally, businesses try to sue the reviewers for negative comments.
However, attempts to solve this issue in court have barely been successful. It usually appears more harmful to the reputation of the company as the media highlights the negative review the company wished to remove from the public.

If a business threatens to sue you, we strongly suggest checking your review for accuracy and making sure you can support your claims with evidence. In case of a lawsuit, we encourage you to contact an attorney.

Other Questions

Our IP got banned and we can't post anymore.
Please contact us at  [email protected] and we'll be more than happy to unban you and whitelist your IP.
What are ComplaintsBoard.com's contact details?
Address: Mediolex Ltd, Darzauglu 1, Riga, Latvia
Phone: +1 240 764 4863 (please note that we don't accept complaints by phone).

For business support-related inquiries, please use our email instead: [email protected].
I did not find the answer to my question here.
If you can't find the answer to your inquiry or if you have general comments or feedback, you can always contact us directly at [email protected].

IN THE NEWS

Unhappy consumers gather online at Complaintsboard.com and have already logged thousands of complaints.
If you see dozens of complaints about a certain company on ComplaintsBoard, walk away.
One of the largest consumer sites online. Posting here your concerns means good exposure for your issues.
A consumer site aimed at exposing unethical companies and business practices.
ComplaintsBoard is a good source for product and company gripes from especially dissatisfied people.
You'll definitely get some directions on how customer service can best solve your problem.
Do a little research on the seller. Visit consumer complaint websites like ComplaintsBoard.