Send the moving company complaint to the carrier's claims department, not only to a driver, salesperson, or review site. If furniture is damaged or a box is missing, label the letter as a formal written claim and follow the bill of lading or claim instructions.

Your letter should identify the shipment, describe what happened, attach the proof, and ask for a specific remedy. For a U.S. interstate household-goods move, federal rules address claims, estimates, valuation, and some delivery charges. Intrastate moves may instead be governed by state law. Turns out, a complaint letter and a cargo claim are not always the same thing.

Choose the right request

Name the problem first. Use the narrowest description you can.

Late delivery alone doesn't guarantee a refund. Tie your request to documented costs, the contract, or an applicable rule.

Copy-and-paste moving company complaint letter template

Use this draft for a carrier, then adjust it to match your records. Keep the facts plain and attach the documents supporting each amount.

If the mover gave you a claim form or online portal, use that too. The letter should not replace a required submission method.

[Your full name]
[Street address]
[City, State, ZIP code]
[Email address]
[Phone number]

[Date]

[Carrier's legal name]
Attn: Claims Department
[Claims address shown on the bill of lading or claim instructions]
[City, State, ZIP code]

Re: Formal written claim and complaint - [damage, delay, overcharge, or other issue] - Bill of Lading [number]

Dear Claims Department,

I am sending this letter as a formal written claim for loss or damage arising from my move. If the problem is a delay, overcharge, or service failure instead, this letter is my written complaint about [brief description of the issue].

Move information

Origin: [pickup address]
Destination: [delivery address]
Pickup date: [date]
Delivery date or promised delivery window: [date or window]
Bill of lading number: [number]
Estimate or contract number: [number]
Carrier name shown on the documents: [legal name]

What happened

On [date], [describe the events in chronological order]. At pickup, [describe the item's condition or the service the carrier agreed to provide]. At delivery, [describe the damage, missing property, late arrival, service failure, or disputed charge].

The specific issue is:

[Describe each damaged or missing item, disputed invoice line, delay, or service failure. Include quantities, dates, and amounts.]

I have attached [list the photographs, inventory, estimate, invoice, receipts, emails, repair estimate, and other evidence]. The bill of lading number above identifies the shipment.

Requested resolution

I request [repair, replacement, payment, refund, correction of the invoice, or reimbursement] in the amount of $[amount].

I calculated that amount from [repair estimate, replacement receipt, documented expense, billing comparison, or other calculation]. If the selected valuation option or contract changes the calculation, please explain that calculation in writing.

Please confirm receipt of this written claim. If you need another document, identify it specifically. Please provide a written payment decision, denial, settlement offer, or status update within the applicable claim-processing period. I also request an initial response by [date].

If the matter remains unresolved, I will consider the appropriate state or federal complaint route and any court or dispute-resolution option available under my documents.

Sincerely,

[Your full name]
[Signature, if mailed]

Keep the tone steady. A dated description with photographs carries more weight than an accusation such as, "Your employees ruined everything."

Build the evidence packet

Send copies, not irreplaceable originals. Keep one complete copy of the letter and every attachment.

Evidence checklist

• [ ] Signed estimate, contract, bill of lading, and inventory
• [ ] Photos or video from before pickup, delivery, and unpacking
• [ ] Photos of packaging, labels, and visible damage
• [ ] Repair estimates, replacement receipts, or documented extra expenses
• [ ] Final invoice, payment record, and disputed line items
• [ ] Emails, text messages, call notes, and promised delivery dates
• [ ] Proof that the carrier received your letter or online claim

Name digital files by date and item. It takes a few minutes, but it makes follow-up much easier.

If you found concealed damage after delivery, record when you discovered it. Photograph the item before repairing or discarding it. Read the carrier's claim instructions first.

The rules that matter

Federal rules set procedures and limits. They do not promise a refund for every poor moving experience.

For an interstate shipment covered by Part 370, the usual federal deadline for a written loss-and-damage claim is nine months after delivery. File earlier if you can.

A proper claim needs enough information to identify the shipment and describe the loss or damage. A vague text message may not meet that standard.

Once it receives a proper claim, the carrier generally must acknowledge it in writing within 30 days, unless it has already paid or otherwise disposed of the claim. It generally must pay, deny, or make a firm compromise offer within 120 days. If the investigation continues, written status updates may be required every 60 days. Part 370 contains the exact procedure.

Use the claims address on the bill of lading or in the carrier's written instructions. A message sent only to a salesperson may never reach the claims department.

Estimates and the 110 percent rule

Check the estimate type before challenging the final bill. It may be binding, non-binding, or binding-not-to-exceed.

Thing is, the 110 percent rule concerns what a mover can collect at delivery. For a covered non-binding estimate, federal moving guidance generally allows collection of up to 110 percent of the estimated charges at delivery, with a legitimate remaining balance billed later. That is not automatically a cap on the final lawful charges.

A binding estimate generally sets the amount due for the listed services and shipment. Added services, changed shipment details, or written changes can affect the bill. Ask the carrier to identify the contract language and calculation behind every disputed charge.

Valuation affects damage recovery

Your estimate should show the available liability or valuation options. Federal consumer guidance describes full value protection and a released-value option that can limit liability to 60 cents per pound.

The option you selected matters. A high replacement price by itself does not establish what the carrier owes. Include the valuation page, inventory, and the carrier's calculation with your claim.

Wording samples for common disputes

These paragraphs can go inside the template. Replace the brackets with facts from your records.

Damaged furniture: On [date], your crew delivered my [item] with [specific damage]. The item was in [condition] at pickup, as shown by [inventory or photographs]. I request $[amount] for [repair or replacement], subject to the valuation option in the attached paperwork.

Late delivery: Delivery was promised for [date or window] but occurred on [actual date]. Because of the delay, I paid $[amount] for [storage, lodging, transportation, or another documented expense]. I request reimbursement and a written explanation of the delay.

Overcharge: The signed [binding or non-binding] estimate listed $[amount]. The final bill includes $[amount] for [line item], which I did not authorize or cannot reconcile with the estimate. Please provide the contractual basis and refund or correct the disputed amount.

Specific wording helps. An unexplained demand for money is harder to assess.

Send the complaint and track the dates

Gather the paperwork before sending anything. Then work through these steps:

1. Find the carrier's legal name, claims address, bill of lading number, estimate type, and valuation selection.
2. List each requested amount separately and show how you calculated it.
3. Use the words "formal written claim for loss or damage" when the dispute involves lost or damaged property.
4. Use the required submission channel. Send a trackable copy, such as certified mail when appropriate, and send an electronic copy if the carrier accepts email.
5. Save the delivery confirmation, portal receipt, attachments, and date of receipt.
6. Calendar the claim deadline and your follow-up dates.

Phone calls may help, but don't rely on a phone promise. Put important statements in writing.

Where to escalate a moving company complaint

Give the carrier a documented chance to respond first. Repeated calls do not replace the written claim.

For an interstate household-goods move, the U.S. Department of Transportation's FMCSA complaint center is the relevant federal reporting route. The moving rules discussed here are DOT and FMCSA rules, not FTC complaint rules.

A state complaint may add pressure, especially when the move stayed within one state. It may not calculate your repair loss or force the carrier to pay it.

Small claims court is different. It can produce an enforceable judgment, but the filing limit, court location, filing deadline, and service requirements depend on the state. Check the court's official website before filing.

Frequently asked questions

Does a complaint letter count as a damage claim?

It can, if it is a proper written claim that identifies the shipment and explains the loss or damage. Use the words "formal written claim for loss or damage," include the bill of lading number, and follow the carrier's submission instructions.

A delay or overcharge may call for a contract complaint rather than a Part 370 damage claim. Label the problem accurately.

How long do I have to file a moving damage claim?

For an interstate shipment covered by Part 370, the general federal period is nine months after delivery. Contract terms and state rules may matter in other situations. Don't wait until the last month.

Can a mover charge more than the estimate?

It depends on the estimate type and the services actually provided. With a non-binding estimate, the 110 percent rule generally limits what may be collected at delivery, not necessarily the final lawful balance.

With a binding estimate, check for added services, changed shipment details, or written amendments. Ask for the calculation behind any disputed charge.

Should I post a review before filing?

A review is not a substitute for a formal claim. Send the claim first, keep private information out of any public post, and avoid statements you cannot support with records.

This information is for U.S. consumers and is not legal advice. State deadlines and remedies can vary, especially for intrastate moves.

Your next step

Open the bill of lading and estimate now. Find the claims address, estimate type, valuation option, and delivery dates. Fill in the template, attach copies of the evidence, and send the written claim through the required channel.