About

Who We Are

The MetroWest Local Consumer Program is designed to effectively resolve consumer complaints with businesses. We are a part of a state-wide network of organizations who work in cooperation with the Massachusetts Attorney General’s Office.

What We Do

We provide free and voluntary resolution services on behalf of consumers when they have a dispute or problem with a business. We’ll reach out to the business and serve as a third party to assist you in getting the resolution you want. We also provide consumer protection information and resources to enrich the community.

Who We Serve

Our service area includes: Acton, Ashland, Bedford, Carlisle, Concord, Framingham, Holliston, Hopkinton, Hudson, Lexington, Lincoln, Marlborough, Maynard, Natick, Sherborn, Stow, Sudbury, and Wayland. If the consumer or business is in our service area, we may be referred the case from the Attorney General’s Office.

Please Note the Following Important Information:

  • The Local Consumer Program cannot provide legal advice or representation.

  • We can only work on cases before a legal proceeding is filed. We cannot accept a case if legal proceedings have been initiated, or if the consumer has engaged the services of an attorney.

  • We can only work on a case from a consumer against a business. If the complaint is against a government agency, charity or private individual, we cannot work on it and you may want to consider mediation services.

  • Please be aware that this service is voluntary for the business; a business has the option to refuse to participate in the process. If LCP staff are unable to resolve a complaint, consumers are advised on other options, including how to file in Small Claims Court or how to contact the local Bar Association to find a private attorney.

Types of Cases Handled

  • Defective products;

  • Car sales and financing;

  • Auto repossession issues;

  • Debt collection;

  • Warranties;

  • Retail Sales;

  • Credit

  • Contracts;

  • Identity Theft

  • Mortgage servicing and loan modification;

  • Home improvement contract issues;

  • Utility bill disputes;

  • Shut off of unregulated utilities; and

  • Issues specific to immigrants, veterans, homeless and elder residents.

How do I get started?

First, the individual needs to file with the Attorney General’s Office (AGO):

File a complaint online: https://www.mass.gov/how-to/file-a-consumer-complaint

OR

Print out a copy of the consumer complaint form and mail it to:

Office of the Attorney General
Consumer Advocacy & Response Division
One Ashburton Place, 18th Floor
Boston, MA 02108

Complaint forms can also be requested by calling the AGO’s Consumer Hotline at
(617) 727-8400 between 10AM - 4PM on Monday - Friday. 

Second, the AGO will send and refer the complaint to a local consumer program, which we may receive if the individual or entity (resident, consumer or business) is within the Metrowest area. However, there is no guarantee we will receive it.

Third, once we receive the complaint from the AGO we will reach out to the respective individual or entity directly to begin intake on the case.