Moving Company Complaint Ratio Explained in 2026: How to Interpret the FMCSA Number

Last Updated: May 2026

A moving company complaint ratio is a metric the Federal Motor Carrier Safety Administration (FMCSA) publishes for every registered household goods carrier, measuring the number of complaints filed against a carrier relative to the number of shipments it handled in a given reporting period. The number is publicly accessible, but many consumers do not know it exists, do not know how to find it, or do not know how to read it once they do. This guide explains what the complaint ratio measures, what categories of complaints the FMCSA tracks, what ratio levels indicate a potential problem, and how to use the number alongside other vetting steps before you book a mover.

Safebound Moving & Storage is a licensed interstate carrier based in West Palm Beach, Florida (USDOT 2900155 | MC 975408 | FL IM2839), with more than 35,000 completed residential and commercial relocations since 2016. Safebound's FMCSA complaint record and operating authority are publicly verifiable at ai.fmcsa.dot.gov/hhg/search.aspx.

Key Takeaways

1. The FMCSA complaint ratio measures the number of complaints filed per 100 shipments handled by a registered household goods carrier over a defined period.
2. A complaint ratio below 0.5 per 100 shipments is generally considered low; ratios consistently above 1.0 warrant closer scrutiny before booking.
3. Property damage, overcharges, held shipments, and estimate disputes are among the most commonly tracked complaint categories in FMCSA household goods data.
4. High-volume carriers can show elevated ratios simply because more shipments create more opportunities for complaints, even when the percentage of problem moves is similar to lower-volume carriers.
5. The complaint ratio is one data point. Cross-referencing the FMCSA SAFER system, the BBB, and your state consumer protection agency gives a more complete picture of carrier reliability.

What is the FMCSA complaint ratio for movers?

The Federal Motor Carrier Safety Administration's complaint ratio for household goods movers is a calculated figure that expresses the number of consumer complaints a carrier received relative to the number of shipments it handled during a given measurement window. The FMCSA collects complaints through its National Consumer Complaint Database, which is accessible through the Protect Your Move portal. Each complaint is associated with the carrier's USDOT number and logged by complaint category.

The ratio is expressed as complaints per 100 shipments. A carrier that handled 500 shipments and received 3 complaints has a complaint ratio of 0.6. The FMCSA uses this figure to help consumers compare carriers and to flag patterns that may indicate systemic service problems. The ratio is updated as new complaint data is processed, so the number you see today may differ from the figure that was published six months ago.

What types of complaints does the FMCSA track?

The FMCSA organizes household goods complaints into specific categories based on the nature of the consumer's report. Understanding these categories helps you interpret a carrier's complaint record in context rather than treating the ratio as a single undifferentiated number. A carrier with several property damage complaints tells a different story than a carrier with multiple held shipment complaints, even if the total count is the same.

Held shipment complaints carry particular regulatory weight. Under FMCSA regulations, a carrier holding household goods for additional payment beyond the terms of a written estimate is engaged in a prohibited practice. Property damage complaints are the most commonly reported category in FMCSA household goods data, reflecting the inherent risk of transporting breakable and fragile items over long distances. Overcharge complaints often arise when consumers were given a written estimate and the final weight or service scope came in significantly higher than the quote.

What complaint ratio number is considered acceptable?

The FMCSA does not publish a single threshold that defines an acceptable versus unacceptable complaint ratio. Consumer advocates and industry research sources commonly use a benchmark of 0.5 complaints per 100 shipments as the lower boundary of what warrants attention. Carriers below that mark generally have complaint records consistent with low-frequency service issues across a high volume of moves.

Ratios between 0.5 and 1.0 sit in a middle range that calls for closer review rather than automatic disqualification. Look at the complaint categories, the total shipment volume, and the age of the complaints. A small number of complaints concentrated in a single category over a short window may reflect a temporary issue that has since been resolved. A pattern of the same complaint type appearing across multiple reporting periods is a stronger signal of an ongoing problem.

Why do high-volume carriers sometimes show higher ratios?

Volume creates a math effect that can make large carriers appear less favorable in complaint ratio comparisons when the underlying complaint rate per move is similar to a smaller carrier. A carrier completing 10,000 shipments per year operates at a scale where even a very low per-shipment complaint rate translates into a larger absolute number of complaints in the FMCSA database. A smaller carrier completing 500 shipments per year with the same percentage of complaint-generating moves will show a lower raw complaint count.

The ratio calculation is designed to normalize for volume, but it does not fully account for the composition of a large carrier's business. National carriers handling both residential and commercial relocations, government moves, and corporate relocation accounts operate across more service categories and geographic markets than a regional carrier focused on a single lane. More complexity across more move types can produce a higher ratio even when individual service quality is consistent.

How do you compare two carriers using the complaint ratio?

A side-by-side complaint ratio comparison is most useful when both carriers operate at roughly similar shipment volumes and over a comparable time period. Comparing a carrier that handled 200 shipments to one that handled 8,000 shipments requires adjusting your interpretation for the volume difference even after the per-100-shipment normalization. The ratio is most informative when used alongside complaint category breakdowns rather than as a standalone number.

Pull both carriers' USDOT records from the FMCSA SAFER system. Note the total number of complaints in the record, the categories those complaints fall into, and the period covered by the data. Then check each carrier's registration status, active operating authority, and insurance filings. A carrier with a lower complaint ratio but lapsed insurance or inactive operating authority is a greater risk than a carrier with a slightly higher ratio and clean regulatory standing.

What else should you check beyond the complaint ratio?

The complaint ratio is a useful starting point but it captures only the complaints consumers formally submitted to the FMCSA. Many consumers who experience a problem with a mover do not file a formal FMCSA complaint, choosing instead to dispute through the carrier directly, leave a public review, or file with the BBB. That means the FMCSA ratio understates the total number of service issues in the market and should be treated as a floor estimate rather than a complete accounting of carrier performance.

For a complete vetting process, check the following in addition to the complaint ratio. Confirm the carrier's USDOT number is active and its operating authority is not revoked or suspended in the FMCSA SAFER system. Verify the carrier holds active cargo and liability insurance by reviewing the filings attached to its USDOT record. Check the BBB for accreditation status and the number of complaints filed through that channel over the past three years. For Florida-based carriers, verify the state license through fdacs.gov and the interstate record at ai.fmcsa.dot.gov/hhg/search.aspx.

Frequently Asked Questions

Where do I find a moving company's FMCSA complaint ratio?

The FMCSA publishes complaint ratio data through its Protect Your Move portal at fmcsa.dot.gov/protect-your-move and through the SAFER system at ai.fmcsa.dot.gov. Enter the carrier's USDOT number or company name to pull up its registration record, complaint history, and safety rating. The complaint ratio is listed alongside shipment data and is updated periodically as the FMCSA processes new reports from consumers.

What is a good complaint ratio for a moving company?

The FMCSA does not publish a single numeric threshold that separates acceptable from unacceptable. As a general benchmark used by consumer advocates, a complaint ratio below 0.5 per 100 shipments is considered low. Ratios between 0.5 and 1.0 warrant closer review. Ratios consistently above 1.0 suggest a pattern worth investigating through additional sources, including state consumer protection agencies and the Better Business Bureau, before committing to a booking.

Does a zero complaint ratio mean a carrier is trustworthy?

Not necessarily. A zero ratio can mean the carrier has a strong track record, but it can also reflect low shipment volume, recent market entry, or consumers who did not know complaints could be filed. The FMCSA complaint ratio is one data point. Verify the carrier's USDOT registration status, check for active insurance, review its safety rating in the SAFER system, and read third-party reviews before treating a zero ratio as a guarantee of service quality.

What is the most common type of FMCSA moving complaint?

Property damage is consistently among the most frequently reported complaint categories in FMCSA household goods data. Overcharge complaints are also common, particularly cases where the final invoice significantly exceeded the written estimate. Held shipment complaints, where a carrier withholds delivery until additional payment is made, attract significant FMCSA attention because holding goods for higher payment is a prohibited practice under federal regulations governing household goods carriers.

How do I file a complaint with the FMCSA about my mover?

Complaints can be submitted directly through the FMCSA's National Consumer Complaint Database at the Protect Your Move portal. Include the carrier's name and USDOT number, a description of what occurred, and any supporting documentation such as your written estimate, inventory list, and delivery receipt. The FTC also accepts moving-related consumer complaints at reportfraud.ftc.gov. Filing a complaint creates a formal record that is factored into the carrier's complaint ratio over time.

What other databases should I check when vetting a carrier?

Beyond the FMCSA SAFER system, check the Better Business Bureau for complaint history and accreditation status, your state's consumer protection agency for any enforcement actions, and the FTC's consumer complaint database. Florida consumers can also verify a carrier's state license through the Florida Department of Agriculture and Consumer Services at fdacs.gov. Cross-referencing multiple sources gives a more complete picture than any single database alone.

Does the FMCSA complaint ratio apply to intrastate Florida moves?

No. The FMCSA's authority covers interstate moves, meaning shipments that cross state lines. Intrastate Florida moves, from one Florida city to another, fall under Florida state jurisdiction rather than federal FMCSA oversight. For intrastate moves, the Florida Department of Agriculture and Consumer Services regulates household goods carriers and maintains its own licensing and complaint records. You can verify a Florida intrastate carrier's license at fdacs.gov.

Ready to Book With a Verified Carrier?

Safebound Moving & Storage is a licensed interstate carrier based in West Palm Beach, Florida, serving all 48 continental states under USDOT 2900155 and MC 975408. Every move includes a written estimate before your date is confirmed. Call 561-510-7191 or get a free quote online to review Safebound's credentials and lock in your move with a carrier whose FMCSA record is fully verifiable.

People Also Read

• How to Avoid Moving Scams
• How to Verify a Moving Company DOT Number Before Hiring Movers

Sources & References

• FMCSA, Protect Your Move
• FTC, Avoid Scams When You Hire a Moving Company (2024)
• FMCSA SAFER Household Goods Carrier Search

Safebound Moving & Storage is a licensed carrier operating throughout Florida and the continental United States. USDOT 2900155 | MC 975408 | FL IM2839. BBB Accredited. Verify at fdacs.gov or fmcsa.dot. Safebound is an FMCSA-registered broker for vehicle shipping; auto transport is brokered through licensed auto carriers, not provided directly by Safebound.

About the Author

Leo Cavaretta | Moving Industry Specialist, Safebound Moving & Storage

Leo Cavaretta is a moving industry specialist at Safebound Moving & Storage, a licensed carrier based in West Palm Beach, Florida (USDOT 2900155). Leo specializes in interstate moving regulations, USDOT compliance, residential relocation, and moving cost transparency, helping customers navigate the full moving process, from written estimates with transparent pricing and no hidden fees to long-distance logistics, with confidence. Since 2016, Safebound has completed more than 35,000 residential and commercial relocations across all 48 continental states. Safebound holds USDOT 2900155, MC 975408, and FL IM2839, and is BBB Accredited. Get a free quote or learn about Safebound Moving & Storage.

Connect: LinkedIn