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Complaint Process 

The South Carolina Department of Consumer Affairs (SCDCA) is the state consumer protection agency and has the role of receiving and mediating consumer complaints.  SCDCA encourages consumers to contact the business first to try and resolve a complaint.  If you would like to file a complaint with SCDCA, please read the following information so we can better assist you.

 
Step One
Your complaint will be given a number and assigned to a complaint analyst who will evaluate it to determine if the Department can assist you.
 

Note: If your complaint falls within the jurisdiction of another agency, South Carolina law requires that we forward your complaint to that agency and you will be notified. If you are represented by an attorney or if legal action has been taken, the Department cannot intercede or interfere in that process. The Department does not have jurisdiction in business to business complaints, complaints between two individuals, or against any governmental entity.

  
Step Two
Once an analyst determines that you have a complaint that can be handled by the Department, the business you are complaining against will be contacted in writing for a response or suggested resolution.
 
Step Three
Several letters will be sent to the business in an effort to obtain a reply. We will send a card to you in approximately 30 days if we have not heard from the business. Often the business will contact you immediately with an offer of a goodwill resolution to the complaint. Please contact the Department if your complaint is resolved before you hear from us.
  
Step Four
After a reply is received from the business, the analyst will compare the facts presented in your complaint and the facts given by the business. Please let your analyst know if your complaint is resolved before you hear from us.
  
Step Five
We will contact you if we do not receive a response from the business. If the business does not respond to our letters, the analyst will evaluate the complaint to determine if additional efforts are needed, such as Department enforcement, referral to another source or close the file.
 
Please be reminded that:
 
  • The Department cannot always resolve complaints to the satisfaction of the consumer; however, we will try to determine the obligation of the business based on these facts and advise you. Our complaint analysts are knowledgeable about consumer rights and have access to attorneys who provide legal guidance to them. Staff attorneys represent the state and cannot give personal legal advice.  To preserve any legal rights you may have, you may wish to consult a private attorney.
  • The Department resolves a large number of complaints which require varying lengths of time to resolve. Your patience is appreciated and we will contact you as soon as possible.
 
Complaint Filing Tips:
  

Give enough details for us to understand the issue. Be businesslike. Your complaint will not be processed if you make degrading remarks or use profanity or vulgar language. 

 Provide the business name, address and name(s) of persons involved. Also, submit two copies of your supporting documents such as any contract, warranty, cancelled checks, receipts, bill of sale or other relevant information. These items must be received for SCDCA to process your complaint.  Do not send original documents.  

 

Click here to file your complaint online.

Click here to download a complaint form.

  Questions?

Please contact us at:

Phone: 803-734-4200
1-800-922-1594
Toll free in S.C.
Fax: 803-734-4286

scdca@scconsumer.gov 

Mailing Address:
PO Box 5757
Columbia SC  29250-5246

Physical Address:
2221 Devine St., Ste. 200
Columbia SC 29205