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Consumer Assistance - Where to File Complaints

 

Business operating in Virginia?
The Virginia Office of Consumer Affairs (OCA), within the Virginia Department of Agriculture and Consumer Services, provides protection to consumers against fraudulent, deceptive, and illegal practices in the marketplace. It serves as the central clearinghouse for the collection, evaluation, investigation or referral of consumer complaints.

Office of Consumer Affairs
(804) 786-2042
Toll Free in VA ONLY: 1-800-552-9963

Business operating outside of Virginia?
Your state Attorney General or other local consumer protection office in the state where the company is based has the greatest chance of obtaining a satisfactory result against a company doing business outside of Virginia. To obtain contact information for other states Attorneys General, visit the National Association of Attorneys General web site

A business owner and complaint concerning a transaction with another business?
The resolution of certain complaints may only be pursued through the courts. These complaints typically arise from transactions between private individuals where no business or merchant is involved, or from transactions involving businesses where the products or services involved are intended for business or commercial use. The Better Business Bureau (“BBB”) accepts complaints made by one business against another. In many cases, dispute resolution, including mediation and arbitration, may be available through the BBB to help resolve the dispute. Better Business Bureau (“BBB”)

Insurance company
The State Corporation Commission’s Bureau of Insurance (Bureau) regulates insurance companies and investigates insurance complaints. The Bureau’s web site contains information about the Bureau, instructions for filing a consumer complaint, and instructions for downloading consumer publications. Contact information for the Bureau is below:

Bureau of Insurance Web Site
Bureau of Insurance toll free in Virginia: 1-800-552-7945
Bureau’s Life & Health Consumer Services: (804) 371-9691
Bureau’s Property & Casualty Consumer Services: (804) 371-9185

Banks
Banks and other regulated financial institutions are exempt from the Virginia Consumer Protection Act, which this Office enforces.  The Bureau of Financial Institutions (BFI) is a division within the Virginia State Corporation Commission. The BFI has jurisdiction over Virginia state-chartered financial institutions and certain out-of-state entities that have been granted authority to do business in the Commonwealth.

It is important to remember that the BFI does not act as the complainant's attorney. It also does not have the power to adjudicate complaints. If a dispute turns on facts that do not involve a supervised entity's violation of a specific law or regulation (such as a matter concerning internal policies or guidelines) the BFI will advise the complainant about other ways to pursue the complaint, such as through consulting a private attorney and/or initiating a court proceeding.

Bureau of Financial Institutions Web Site
The BFI does not have the authority to resolve complaints involving entities that are not under Virginia jurisdiction. Some institutions are regulated by federal government agencies. For example:

Commercial banks having the word "National" or using the title "N.A." (national association) in their title, are organized under and subject to federal law. Requests for information or complaints concerning these national banks should be directed to:

Office of the Comptroller of the Currency
1-800-613-6743 (nationwide toll free number)

Savings banks and savings and loan associations having the word "Federal" in their name or which uses the initials "FSB" (federal savings bank), "FSA" (federal savings association), "FA" (federal association) or "FSLA" (federal savings and loan association) are regulated by the Office of Thrift Supervision, a federal agency. Inquiries or complaints should be directed to:

Office of Thrift Supervision
1-800-842-6929 (nationwide toll free number)

Federally regulated credit unions are similarly identified by the word "federal" in their name. Inquiries and complaints concerning federal credit unions should be directed to:National Credit Union Admin.
(703) 518-6300

Sweepstakes/Lottery from a U.S. Company

Office of Consumer Affairs
(804) 786-2042
Toll Free in VA: 1-800-552-9963
You may also file a complaint with:
United States Postal Inspector's Office
Federal Trade Commission

(Although the FTC cannot resolve individual disputes, the information you provide may help indicate a pattern of possible law violations requiring action by the FTC or other law enforcement agency.)

Sweepstakes/Lottery from a Canadian company
Complaints about Canadian sweepstakes and lotteries may be filed with the Canadian Royal Mounted Police. If the sweepstakes or lottery offer was initiated through a telemarketing call, your complaint can be filed with Phonebusters. Phonebusters is the national deceptive telemarketing call center, operated by the Ontario Provincial Police. They educate the public about specific fraudulent telemarketing pitches as well as collect and disseminate evidence to outside investigations.

Charity
The Office of Consumer Affairs (OCA) is responsible for the administration of the Virginia Solicitation of Contributions Law.

The law requires any organization soliciting in Virginia to file with OCA. Registration does not imply endorsement of a public solicitation for contributions. Before contributing it is always advisable to determine if the group has filed with OCA and to review financial information on the organization to determine how they intend to spend your contribution.

Call to number on National Do Not Call Registry.
If you have registered for the National Do Not Call Registry administered by the Federal Trade Commission (FTC), please note that it will take 31 days from the date of registration before telemarketers subject to the Registry must stop calling you. If you receive a telemarketing call 31 days after you register, you may file a complaint. Complaints regarding telemarketing calls made to consumers who registered for the National Do Not Call Registry can be filed with the FTC.

Complaints filed online with the FTC are routinely reviewed by law enforcement agencies to determine whether a pattern or practice of violations of the National Do Not Call Registry is occurring. The National Do Not Call Registry can be enforced by the FTC, the Federal Communications Commission (FCC), and the Virginia Attorney General’s Office among other governmental entities.

Call from company you asked not to call you and other telemarketing complaints not involving the National Do Not Call Registry.
If you have requested to be placed on a company's own "Do Not Call" list and that company calls you again, you may file a complaint with the Virginia Office of Consumer Affairs (OCA). OCA serves as a central clearinghouse in Virginia for the collection, evaluation, investigation or referral of consumer complaints. If OCA has reason to believe a pattern or practice of deception, or other wrongdoing, in violation of our consumer protection statutes -- including the Virginia Telephone Privacy Protection Act -- is occurring, OCA has authority to investigate and refer its findings to this Office or other appropriate governmental offices for a potential enforcement action. Before it can initiate an inquiry on your behalf, OCA must receive a completed complaint form from you.
 

Local or long distance telephone service provider
The State Corporation Commission’s Division of Communications (Division) regulates local and long distance (intra-state) telecommunications service provided within Virginia. The Division also investigates consumer complaints about telecommunications service. Information about the Division, as well as instructions for downloading the Division’s consumer complaint form and filing complaints is available online.

The Division does not regulate interstate long distance service or resellers of long distance service. Complaints about interstate service and resellers should be addressed to the Federal Communications Commission (FCC) Consumer & Governmental Affairs Bureau.

If you are not a Virginia resident, you should file your complaint with your state utility commission, which regulates utility companies doing business in your state. Locate your state utility commission at the National Association of Regulatory Commissioners.

Cellular/Wireless Phone Service
Although the State Corporation Commission does not regulate wireless telephone providers, as a service to Virginia's wireless consumers, its Division of Communications will work with the following wireless providers to try to resolve wireless complaints: Alltel Wireless, Appalachian Wireless, Cingular Wireless, Ntelos Wireless, Sprint Nextel, T-Mobile, US Cellular Corporation, and Verizon Wireless.  Complaints can be filed with the SCC Division of Communications.

If you are not a Virginia resident, you should file your complaint with your state utility commission, which regulates utility companies doing business in your state. Locate your state utility commission at the National Association of Regulatory Commissioners.

The Federal Communications Commission (FCC) regulates and oversees cellular/wireless phones and pagers and investigates such consumer complaints. For complaints about wireless service from other providers, you can file your complaint by writing, calling or e-mailing the FCC's Consumer & Governmental Affairs Bureau.

Electric, gas or water company
The State Corporation Commission’s Division of Energy Regulation (Division) regulates electric, gas and water utility companies and responds to utility complaints. The Division’s web site contains information about the Division, as well as consumer information. The Division can also be reached by calling:  Toll free in VA: 1-800-552-7945 OR (804) 371-9611.

The Division does not regulate municipal utilities. For complaints about municipal utilities, you should contact your local government.

Propane Gas
If you have a complaint about bottled or tank propane gas, you may file a complaint with the Virginia Office of Consumer Affairs (“OCA”).  Va. OCA Web Site & Complaint Form.

A Landlord/Tenant

To file a complaint or seek resolution of a landlord-tenant dispute, visit the Virginia Department of Housing and Community Development online

Timeshare or Timeshare Reseller

The Timeshare Administration of the Real Estate Board, an agency of the Department of Professional and Occupational Regulation (DPOR) handles complaints concerning timeshares. The Compliance and Investigations Division of DPOR receives and reviews all complaints to determine the agency's authority to investigate.

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