Resolve a Complaint

This page explains how businesses can respond to and resolve complaints submitted on the IBBF platform. It is intended for guidance and awareness only.

When a complaint is filed against a business:

• IBBF notifies the business via the registered email address
• A response timeframe is provided — 3 working days to respond, then 7 calendar days to report the matter resolved
• The complaint remains under review until a response is received or timelines are completed

To respond to a complaint, a business must:

• Sign in to the IBBF Business Dashboard
• Open the specific complaint using the reference ID
• Submit a professional response — one public response is allowed
• Upload relevant documents, if required
• Update the complaint status (e.g., In Progress, Resolved)

All responses are reviewed for policy and language compliance before publication. Further private discussion may take place via IBBF's moderated back-channel.

A typical resolution flow includes:

Resolution depends on documentation and cooperation of the involved parties.

If a business does not respond within the specified timeframe:

• The complaint status is updated to "No Response Received"
• Public visibility reflects non-participation on the business profile
• The platform records participation status only
• The record shows that no response was received, IBBF does not infer why

IBBF does not enforce responses or outcomes.

Businesses are encouraged to:

• Respond clearly and respectfully
• Avoid personal remarks or defensive language
• Focus on facts and documentation
• Communicate resolution steps transparently

• IBBF does not act as an agent or representative for either party
• IBBF does not decide disputes or enforce resolutions
• Verification status does not affect complaint outcomes
• Public status reflects participation, not fault or liability
• All complaint records are permanently maintained on the backend — content may be archived from public view but is never deleted

To respond to a complaint or manage its status, businesses must create or access their Business Account and use the Business Dashboard.