What is the complaint process and how does being Accredited help me in that regard?

Responding to complaints is a good business practice and the right thing to do whether or not a business is a BBB Member Accredited Business.

A majority of non-Accredited Businesses cooperate with BBB by responding to complaints from their customers. Cooperation by non-Accredited Businesses is voluntary. Unlike BBB Member Accredited Businesses, non-Accredited Businesses have not made a commitment to respond to BBB complaints.

BBB is committed to dealing fairly and evenhandedly with all businesses in the manner in which we handle, close and report customer complaints.

You can read the full complaint process here.