Business Investigation
Unit
The Owner Bureau Consumer Division investigates serious consumer complaints against businesses. Our AI-powered algorithm evaluates every case for severity before it reaches our investigators.
AI
Severity Screening
L4
Cases Accepted
100%
Reviewed
Case Priority System
Four Levels of Priority
Not every complaint requires our direct involvement. We focus exclusively on Level 4 cases — the most severe consumer issues that demand a formal investigation.
Minor Dispute
Small misunderstandings, billing errors, or service delays. Best resolved directly with the business.
Moderate Complaint
Repeated service failures, unresolved refund requests, or minor deceptive practices.
Serious Violation
Pattern of misconduct, significant financial harm, or breach of contract. Refer to BBB or your state consumer protection agency.
Severe — We Investigate
Systemic fraud, predatory practices, or significant harm to multiple consumers. Our AI algorithm screens every submission for Level 4 severity before our investigators engage.
The Process
How It Works
Every complaint goes through a structured, AI-assisted review process before human investigators are engaged.
Submit Your Complaint
Fill out our secure complaint form with details about the business, the incident, and any supporting documentation you have available.
AI Severity Screening
Our proprietary algorithm analyzes your submission against our severity standards. Only cases that meet Level 4 criteria are escalated to our investigation team.
Investigation Initiated
A qualified investigator is assigned to your case. We gather evidence, contact the business, and document findings according to our standards framework.
Resolution & Action
We issue a formal finding. Depending on the outcome, the business may face accreditation review, public notation, or referral to the appropriate regulatory authority.
Complaint Handling
Members vs. Non-Members
How we handle complaints depends on whether the business holds Owner Bureau accreditation.
Higher Standard, Faster Resolution
Our accredited members operate under a rigorous standards framework. As a result, consumer complaints against them are rare. When a complaint does arise, it is first reviewed by our Customer Resolution Center, which makes a formal recommendation before any investigation is opened.
- Complaint reviewed by Customer Resolution Center first
- Business is given opportunity to respond and resolve
- Resolution Center issues a formal recommendation
- Only unresolved Level 4 cases escalate to investigation
- Accreditation status reviewed if pattern of complaints exists
"Accredited companies rarely have a complaint that reaches us — but when it does, we take it seriously."
AI-Screened, Severity-Based
Complaints against non-member businesses go directly through our AI severity algorithm. The system evaluates the case against our Level 4 criteria. Only submissions that meet the threshold are accepted for investigation.
- Submission screened by AI algorithm immediately
- Case evaluated against Level 4 severity standards
- Cases below Level 4 are not accepted — see guidance below
- Qualifying cases assigned to an investigator
- Findings documented and action taken per our framework
⚠ If your case does not meet Level 4 severity, we will direct you to the appropriate resource.
Not a Level 4 Case?
We'll Point You in the Right Direction
If your complaint does not meet our Level 4 severity threshold, we encourage you to use one of the following trusted resources. They are well-equipped to handle Level 1 through Level 3 consumer issues.
Better Business Bureau (BBB)
The BBB handles a wide range of consumer complaints including billing disputes, service failures, and advertising issues. File a complaint at bbb.org.
Visit BBBState Consumer Protection Agency
Each state has a consumer protection office that handles fraud, deceptive trade practices, and other violations under state law.
Find Your State AgencyFederal Trade Commission (FTC)
The FTC investigates unfair or deceptive business practices at the federal level. Report at reportfraud.ftc.gov.
Report to FTCDirect Business Resolution
For minor disputes, contacting the business directly through their customer service channel is often the fastest path to resolution.
Believe Your Case Is Level 4?
If you believe your complaint involves systemic fraud, predatory practices, or significant harm to multiple consumers, submit it for AI screening. Our algorithm will determine if it qualifies.
Submit a Complaint for Screening