The report urges that every seller review, and where necessary modernize, his internal complaint-handling procedures and his methods for resolving disputes in the light of the following recommendations: (1) The handling of consumer complaints should be swift, personalized, courteous, and as effectively managed as any other function of prime importance to the company, including increased personnel training in the handling of consumer communications, complaints follow-up, and appropriate involvement by senior management; (2) the money-back policy should be fully explored by companies not now offering it, and should be adopted wherever feasible as a means to resolve directly disputes with consumers; and (3) where refunds are not a practical course of action, the feasibility of third party complaint settlement procedures such as mediation and arbitration should be considered by sellers as an alternative form of redress. In addition to expanding on these recommendations, the report includes two case studies designed to illustrate the every-day application of these suggested approaches to consumer redress. (WL)