How to File a Moving Complaint
This page explains how to submit a consumer complaint related to interstate household goods moves through the U.S. Moving Protection Organization.
Before You File
USMPO's complaint process is designed for consumers who have experienced issues with interstate household goods moving companies. Before submitting, please review whether your situation is appropriate for this process.
Appropriate For
- Interstate household goods moves (across state lines)
- Pricing disputes, overcharges, or bait-and-switch estimates
- Damaged, lost, or stolen property
- Hostage loads (carrier holding goods for additional payment)
- Delivery delays or no-shows
- Communication failures or misrepresentation
Not Intended For
- Local or intrastate moves (within same state)
- Self-service / DIY moves (rental trucks)
- Freight, auto transport, or non-household goods
- Disputes between businesses (B2B)
- Issues older than 12 months
- Matters currently in litigation
What to Prepare
Gather the following documents and information before starting your complaint. The more evidence you provide, the stronger your case.
Original written or binding estimate, bill of lading, order for service
Damaged items, condition at pickup and delivery, truck/equipment photos
Emails, text messages, call logs with the moving company
Final charges, additional fees, payment receipts
Original inventory sheets, missing item documentation
Evidence Reference
| Document Type | Description |
|---|---|
| Contracts / Estimates | Original written or binding estimate, bill of lading, order for service |
| Photos / Videos | Damaged items, condition at pickup and delivery, truck/equipment photos |
| Communication Records | Emails, text messages, call logs with the moving company |
| Receipts / Invoices | Final charges, additional fees, payment receipts |
| Inventory Lists | Original inventory sheets, missing item documentation |
What Happens After You File
Acknowledgment
USMPO acknowledges receipt of your complaint within 48 hours.
Review
Our team reviews the complaint details, supporting evidence, and carrier records.
Carrier Notification
The carrier is notified and given an opportunity to respond to the complaint.
Mediation
USMPO facilitates communication and works toward a fair resolution for both parties.
Publication
Findings and carrier responses are published on the carrier's public profile, subject to publication rules.
Publication Rules
USMPO publishes complaint information to promote industry transparency. The following rules apply:
- Your personal contact information (phone, email, address) is never published.
- Complaint details, issue category, and resolution status are published on the carrier's profile.
- Carriers are given the opportunity to respond before publication.
- Published complaints include badges indicating whether a company response, USMPO update, or both have been received.
- Complaints may be updated as new information becomes available.
Company Responses & Updates
After a complaint is published, carriers may submit a formal response. USMPO reviews all responses and publishes them alongside the original complaint. This creates a balanced, transparent record.
View recent responses and updates on the Recent Complaint Updates & Responses page.
Submit Your Complaint
Form USMPO-1001, Rev. 02/2026