Frequently asked questions about this site

Here are some of the most frequently asked questions about this site. You can find more FAQs here.

What’s Elliott?
Who are you?
How do you advocate?
I’d like to help. How can I become part of the team?
Is the customer always right?
What’s your comments policy?
I’m the subject of one of your stories. My case was resolved months ago. Why the delay?
You wrote about my case and named me. I demand that you remove my name from the story.


What’s Elliott?

Elliott is an advocacy website founded by by consumer advocate and journalist Christopher Elliott. Its goal is to empower consumers to solve their problems and to help those who can’t. If you’re having trouble with a business — any business — and you’ve reached a dead end, we’ll try to help. Send us a help request and we’ll investigate.

Who are you?

Elliott is run by a group of volunteer advocates, researchers and writers — we call them team members — who are dedicated to helping make a difference. Here are more details about the people behind Elliott.

How do you advocate?
I’m honored to work with an incredible team of volunteer advocates. We process hundreds of requests for help every month through our site and resolve most of our cases in a consumer’s favor. Here are a few frequently asked questions on how we advocate.

I’d like to help. How can I become part of the team?

We’d love to work with you. Just fill out this form and we’ll be in touch.

Is the customer always right?

No. But the most common reason for turning down a case isn’t the rightness — or wrongness — of a customer, but insufficient documentation. Please get everything in writing.

What’s your comments policy?

Our comments section is the voice of our readers. We strive to create an open, engaging and friendly environment. Here’s our policy.

What does “OP” mean?

Original poster. In discussions, it refers to the person with the grievance. Sometimes also referred to as “LW” or letter writer.

I’m the subject of one of your stories. My case was resolved months ago. Why the delay?

We have a backlog of cases. That means if your case is resolved today, it might not be published until next month — or next year. We’d love to post something sooner, but our frequency is limited by the publications that run our stories.

You wrote about my case and named me. I demand that you remove my name from the story.

You gave us permission to use your name and city and to publish the details of your case when you filled out our help form.

Here are the terms to which you agreed when you asked for help:

By submitting this form, I authorize representatives of this site and its affiliates to disclose information I have provided in this form to a third party. I also authorize the disclosure of any information I may have provided in the past or in the future related to my request for assistance, including but not limited to the contents of emails, social media posts or telephone calls.

The information I provide, including my name and other information that specifically identifies me, such as my city and daytime occupation, is considered “on the record” and I authorize its use in any media, including but not limited to a syndicated news article, a published story on this website, or a post on our social media channels. I release and hold harmless this site and its affiliates from any liability and/or claims in connection with the disclosure of the information.

I recognize one of the stories on your site from another media outlet. Are you stealing stories?

Nope. Many of the articles you see here are syndicated. That means I write them for a newspaper or online syndicate and give them permission to publish the columns. I also retain the right to publish the articles on this site.

Got a question you’d like us to answer in the FAQ? Please send us an email.

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