If you’re having a problem with a company that sold you a product or provided a service, Consumer Affairs recommends addressing the issue as soon as possible. Most businesses can resolve problems quickly once they know something has gone wrong.

Contact the Business Directly

Use the company’s website, invoice, or bill to find their contact details. When you reach out:

• Explain what happened and what you want them to do (refund, repair, inspection, etc.).

• Ask for a customer service representative if the issue requires review or a home visit (e.g., construction or appliance issues).

• Note the:

  • Date and time of your call

  • Name of the representative

  • Reference or case number, if provided
    

If the issue isn’t resolved during the call, send a follow-up email or letter summarizing the conversation. Written communication provides a record you can rely on later.

Gather Your Evidence

Before filing a formal complaint, collect any documents that support your claim, such as:

• Photos of faulty goods or poor workmanship

• Bills, invoices, or receipts

• Notes of conversations with staff

• Copies of service agreements or contracts

• Customer account or reference numbers
  

This information helps the provider and Consumer Affairs, if needed, properly investigate your complaint.

Follow the Company’s Complaints Procedure

Most businesses publish their complaints procedure on their website. When submitting your complaint:

If you call:

• Clearly explain the issue and when it began

• State how you want it resolved

• Ask:

  • How long it will take to respond

  • For the representative’s name

  • For a reference number

• If you write provide the following information:

  • What the problem is and when it started

  • How you want it resolved
    

Keep a copy of everything you send or receive.

If mailing a letter, ask the Post Office for proof of postage.

A provider must respond within 60 days, giving you a decision letter explaining their findings and next steps.

If the Business Does Not Resolve the Issue

You can file a complaint with Consumer Affairs if:

• You disagree with the provider’s decision; or

• You did not receive a decision within 60 days

How Consumer Affairs Can Help. Under Bermuda law, Consumer Affairs can:

• Require the provider to re-examine or respond to your complaint

• Determine whether the provider acted appropriately

• Conduct inspections of the business

• Issue cease-and-desist orders for unfair trade practices

• Impose financial penalties on providers who fail to meet legal obligations
  

Consumer Affairs is here to ensure that businesses handle complaints fairly, transparently, and in accordance with Bermuda’s consumer protection laws.