NCCDB - National Consumer Complaint Database

General Information

Am I in the right place? Answer
YES, if

You want to file a complaint against a company regulated by the Federal Motor Carrier Safety Administration (FMCSA).
What companies does FMCSA regulate?
- Moving companies, Brokers, Bus or Truck companies that operate across state borders
- Cargo tank facilities
- Any violations of the American with Disability Act (ADA) on a Bus
- Non-compliant deficiencies with Electronic Logging Device manufacturers/providers
Example of Complaints you could submit:
- A Moving Company, Broker or Auto hauler company that contracted to transfer your goods or auto across state lines has violated your agreement
- You witnessed a truck or bus in violation of FMCSA regulations, such as vehicle or driver safety issue, within the last 90 days
- Drivers or other employees that were terminated by their employer for refusal to commit a violation, and their employer is a company under FMCSA jurisdiciton
- A Truck, Bus, or Moving Company has deceptive business practices or operates without proper authority or insurance
- Bus service issues such as discrimination, ticket issues, baggage problems
- Bus is in violation of American with Disabilities Act
- A truck or cargo tank facility in violation of hazmat regulations, such as securement issue, spillage or lacking proper documentation
- A company under FMCSA jurisdiction has coerced or threatened a driver or other employee into committing a violation of safety regulations
- An ELD manufacturer or provider refuses to remedy an identified issue with their device
NO, if:

You do not want to file a complaint.
You want to file a complaint, but your complaint is not about a Cargo tank Facility or a Bus, Truck, or Moving Company that operates across state borders, or your complaint is otherwise outside FMCSA’s jurisdiction.
Some examples of complaints FMCSA cannot act are:
- A Moving Company, Broker or Auto hauler company that contracted to transfer your goods or auto within a single state. Refer to your State resources,which may be able to help: https://www.protectyourmove.gov/related-sites/contactstate_view.aspx
- You witnessed a truck or bus in violation of FMCSA regulations, such as vehicle or driver safety issue, more than 90 days ago
- An American with Disability Act (ADA) violation not involving a bus trip
- A Moving Company, Brokers , Auto hauler, Trucks or Buses in violation of state laws
- Consumer issues not involving a Truck, Bus, Moving Company or Broker
If any of these conditions apply to you, your complaint may not be actionable by FMCSA, though you are free to submit it anyway. You may find it more helpful to contact local resources: https://www.protectyourmove.gov/related-sites/contactstate_view.aspx OR Call 1-888-DOT-SAFT (1-888-368-7238) from 8:00 AM – 8:00 PM ET

Learn More

Can filing a complaint make a difference? Answer

The National Consumer Complaint Database is your chance to help identify motor carriers (bus, truck, and moving companies), brokers, and Auto Haulers who are reported to have engaged in violations of the commercial regulations. These complaints, along with other data sources, are used to make decisions about which companiesFMCSA will investigate.
When should I file a complaint? Answer

The National Consumer Complaint Database is intended for investigation of a past event involving a violation of a law or regulation within the jurisdiction of the FMCSA. IMPORTANT: If this is a safety emergency, please call 911 immediately. The National Consumer Complaint Database is intended only for investigation of past events.
How does the complaint process work? Answer
- Your complaint will be entered into FMCSA's National Consumer Complaint Database and will be used for analytical and statistical purposes.
- Your complaint will be maintained in the company’s file as part of its permanent record.
- If FMCSA decides to take enforcement action against the company you may be contacted to provide additional information and documentation.
What should I include in the complaint? Answer
At a minimum include:
- Your name, address, and telephone number.
- The name, address, and telephone number of the company.
- Origin and destination of the shipment.
- The Department of Transportation (DOT) and Motor Carrier (MC) identification numbers if available.
- Specific violation(s) alleged.

Complaint Type

What if my complaint type isn't listed under “Select a Complaint Type”? Answer
If the complaint violation you are reporting is not listed, please:
- Select the most suitable complaint type from the icons provided.
- On the next page, explain your complaint in the “Incident Description” field.
- Select the pre-determined Complaint Detail that is the most similar to your complain.
- Be sure to check the box if the allegation is available. If you cannot find it, describe it in the text box. It may be helpful, although it is not required, to refer to the Federal Motor Carrier Safety Regulations at www.fmcsa.dot.gov
- If none of the categories seem to fit, you may want to try submitting your complaint by phone at 1-888-DOT-SAFT (1-888-368-7238); the person taking your call will be able to assist with categorizing your issue.
What information is required to submit a hostage goods complaint? Answer
You must provide the following information to submit a hostage complaint:
- Written estimate
- Bill of lading
- Receipt of completed or offered payment
- Documentation of a moving company’s refusal to deliver goods or provide location of goods after payment
- Amount requested from the moving company in order to deliver the goods
You may submit your complaint under a different category, if you cannot provide the required information. If none of the categories apply, please submit your complaint by phone at 1-888-DOT-SAFT (1-888-368-7238).

Moving Complaint

What are some examples of moving company complaints? Answer
- The Household Goods (HHG) shipment is being held hostage for final payment in excess of 110% of non-binding estimate.
- A moving company, broker or other regulated entity engaged in interstate operations without the required authority from the FMCSA (unauthorized operations).
- A moving company, broker or other regulated entity engaged in interstate operations without the required insurance on file with the FMCSA (uninsured operations).
- The moving companyfailed to acknowledge, process and settle your loss and damage within 120 days of receipt.
- The moving company failed to honor agreed pick-up and/or delivery dates without giving proper notice.
Do I need to know the Bill of Lading (Job) #? Answer

Yes—if you are submitting a hostage goods complaint, you must provide a bill of lading #. If you are NOT submitting a hostage goods complaint, then a bill of lading # is not required.
What if I don't know the pickup or delivery date? Answer

Please provide the dates to the best of your ability and make a note of your uncertainty in the incident description.
What is meant by the origin and destination address? Answer

Origin means where the trip started or where the goods were arranged to be picked up. For example, if you were traveling from New York, NY to Boston, MA, the origin of your trip would be New York, NY, and the destination is Boston, MA, where the trip ended.
What if I don't know the city or state of origin or destination? Answer

Please provide as much information as you can. If you don't know the city, please provide the name of state. This information is important to verify if the trip crossed state lines, and is, therefore, under the jurisdiction of FMCSA.
What if my complaint allegation isn't listed under “Complaint Detail”? Answer
If the complaint allegation you are reporting is not listed, please:
- Explain your complaint in the “Incident Description” field.
- Select the pre-determined Complaint Detail that is the most similar to your complaint.
- Be sure to check the box if the allegation is available. If you cannot find it, describe it in the text box. It may be helpful, although it is not required, to refer to the Federal Motor Carrier Safety Regulations at www.fmcsa.dot.gov
Why am I getting a warning that my complaint is not interstate? Answer

If user enters an Origin and Destination state equal to each other a Intrastate Warning message will be displayed to the user:

Warning – Your complaint involves movement of your goods within state lines. As FMCSA’s jurisdiction only includes movement of your goods that cross state lines, FMCSA may not address your complaint. For help with this type of complaint, you should contact your local state agency. State resources that may be able to help can be found at: www.fmcsa.dot.gov/protect-your-move/resources/state-level

Truck Complaint

What if I don't know the incident date? Answer

Please provide the date to the best of your ability and make a note of your uncertainty in the incident description.
What is meant by the Incident Location? Answer

Incident Location means where the Incident you observed took place. For example, if you were traveling from New York, NY to Boston, MA, and witnessed a Truck driver changing lanes improperly on Route 95 in Boston, MA, the Incident location is Route 95, Boston, MA.
What information should I provide in the Incident Description? Answer

Please provide as much information as you can regarding the Incident you observed. For example, if you observed a commercial truck changing lanes improperly describe the condition of the traffic on the road, such as heavy traffic. You can also provide information such as the condition of the road. For example, In heavy traffic on a snow covered Route 95 in Boston, MA I observed a commercial truck moving from lane to lane without proper signaling and insufficient space between cars.
What if my complaint allegation isn't listed under “Complaint Detail”? Answer
If the complaint allegation you are reporting is not listed, please:
- Explain your complaint in the “Incident Description” field.
- Select the pre-determined Complaint Detail that is the most similar to your complaint.
- Be sure to check the box if the allegation is available. If you cannot find it, describe it in the text box. It may be helpful, although it is not required, to refer to the Federal Motor Carrier Safety Regulations at www.fmcsa.dot.gov
Why do you have to report a Safety Complaint within 90 days? Answer

The 90-day reporting requirement was established through the rulemaking process as a standard of reasonable timeliness that would enable effective and efficient investigation and prudent utilization of the Agency's enforcement resources [49 CFR 386.12]. The 90-day requirement only applies to safety complaints, not ADA or service complaints. The regulation can be found here:
https://www.ecfr.gov/cgi-bin/retrieveECFR?gp=1&ty=HTML&h=L&mc=true&=PART&n=pt49.5.386#se49.5.386_112

Bus Complaint

What are the types of complaints considered a Passenger Carrier (bus) complaint? Answer
There are three types of passenger carrier complaints:
- An ADA complaint is a violation of the Americans with Disabilities Act or its implementing regulations. Some examples of an ADA complaint include a bus with a broken wheel chair lift or a driver or employee not offering the required assistance to a passenger with a disability.
- A bus safety complaint is related to the mechanical condition of the vehicle or the actions or physical condition of the driver during the trip, for example if the driver was driving while texting or falling asleep, or you observe bald tires or other obviously unsafe vehicle condition.
- A bus service complaint includes discrimination, ticket issues, and possibly lost baggage. (Note, whether baggage was checked or unchecked is relevant to the carrier's responsibilities.) Service complaints do not pose any threat to safety. Before you file a service complaint, you may refer to Title 49 in the Code of Federal Regulations part 374 to ensure the circumstances are within FMCSA's regulatory authority.
What is the Americans with Disabilities Act? Answer

The Americans with Disabilities Act of 1990 (ADA) is a wide-ranging civil rights law that prohibits, under certain circumstances, discrimination based on disability. The ADA required the U.S. Department of Transportation to issue regulations related to accessibility on over-the-road buses.
What if I don't know the incident date? Answer

Please provide the date to the best of your ability and make a note of your uncertainty in the incident description.
Do I need to know the Route/Job/Invoice #? Answer

No, but the information is helpful, if you can provide it.
Where do I find the Route/Job/Invoice#? Answer

In many cases, this information is listed on the ticket.
What if I don't know the city or state of origin or destination? Answer

Please provide as much information as you can. If you don't know the city, please provide the name of state. This information is important to verify if the trip crossed state lines, and is, therefore, under the jurisdiction of FMCSA.
What if my complaint allegation isn't listed under “Complaint Detail”? Answer
If the complaint allegation you are reporting is not listed, please:
- Explain your complaint in the “Incident Description” field.
- Select the pre-determined Complaint Detail that is the most similar to your complaint.
- Be sure to check the box if the allegation is available. If you cannot find it, describe it in the text box. It may be helpful, although it is not required, to refer to the Federal Motor Carrier Safety Regulations at www.fmcsa.dot.gov
Why do you have to report a Safety Complaint within 90 days? Answer

The 90-day reporting requirement was established through the rulemaking process as a standard of reasonable timeliness that would enable effective and efficient investigation and prudent utilization of the Agency's enforcement resources [49 CFR 386.12]. The 90-day requirement only applies to safety complaints, not ADA or service complaints. The regulation can be found here:
https://www.ecfr.gov/cgi-bin/retrieveECFR?gp=1&ty=HTML&h=L&mc=true&=PART&n=pt49.5.386#se49.5.386_112

Contact Information

Why does FMCSA need my contact information? Answer

The FMCSA needs your contact information so that, if necessary, we can contact you regarding the details of your complaint. “The Secretary of Transportation may disclose the identity of a complainant only if disclosure is necessary to prosecute a violation. If disclosure becomes necessary, the Secretary shall take every practical means…to ensure that the complainant is not subject to harassment, intimidation, disciplinary action, discrimination, or financial loss because of the disclosure.”[49 U.S.C. § 31143(b)]
What if I don't provide my contact information? If I don't share my information with FMCSA, will my complaint still get processed? Answer

If you do not provide your contact information, you can still submit a complaint. If we do not have your contact information, you will not receive a letter acknowledging the receipt of your complaint, and FMCSA will be unable to followup with you regarding the status of your complaint. If FMCSA needs additional information in order to investigate your complaint and there is no way of communicating with you, your complaint may not be investigated or the effectiveness of our investigation may be hindered.
If I am filling out a complaint for someone else, do you need my contact information? Answer

Yes, please enter your contact information as the “filer,” and the contact information for the person on whose behalf you are submitting the complaint as the “complainant.”
How will FMCSA use my contact information? Answer

When your complaint has been processed, FMCSA will use your contact information to send you an acknowledgement letter. We will store your contact information with your complaint so that you can be contacted regarding your complaint. To view all possible uses of your information, see FMCSA's full Privacy Policy at http://www.fmcsa.dot.gov/Online-Privacy-Policy.aspx.
What happens if I share my information with FMCSA? Answer

The FMCSA will use your information for the purposes described above.
What is your privacy policy? Answer

Please click the following link to read our privacy policy in its entirety:http://www.fmcsa.dot.gov/Online-Privacy-Policy.aspx.

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