BBB Dispute Handling and Resolution

Most BBB locations offer several DR methods to help you resolve your dispute.

In conciliation, BBB staff collect factual information from both parties to a dispute and work to encourage open communication between them. BBB staff may promote discussion and the exchange of offers but will not discuss the merits of either side's position.

In mediation, BBB will provide a professionally trained mediator to talk with the parties and guide them in working out their own mutually agreeable solutions.

In informal dispute resolution (IDS), BBB will provide a professionally trained hearing officer who will listen to both sides and make a non-binding decision on how to resolve the dispute.

In conditionally-binding arbitration, BBB will provide a professionally trained arbitrator who will listen to both sides and make a decision on how to resolve the dispute that is binding on the parties only if the customer accepts the decision.

In binding arbitration, BBB will provide a professionally- trained arbitrator who will listen to both sides, weigh the evidence presented and make a decision on how to resolve the dispute that is binding on all parties.