Dispute Resolution System

Resolve Issues Quickly & Fairly

The IAM Consumer Dispute Resolution System(CDRS) protects consumers and ensures accountability for every IAMTrusted Mover

How IDRS Works (at a glance)

  • 1) File – Submit a dispute online (takes ~10 minutes).
  • 2) Acknowledge – The mover must acknowledge within 10 days.
  • 3) Resolve – You and the mover have 30 days to resolve directly.
  • 4) Escalate – If unresolved, you may elect independent arbitration.
  • 5) Enforce – Failure to comply with CDRS timelines or arbitration decisions results in removal of the IAMTrusted Mover from the directory.

Who Can File

  • Consumers who hired an IAMTrusted Mover for services within the last 180 days.
  • Issues eligible for CDRS include:
    • Loss/damage claims
    • Detainment or delayed release of goods
    • Overcharges/undisclosed fees
    • Missed delivery commitments
    • Unprofessional conduct or service failure

Note: If your moving service provider is not an IAMTrusted Mover, you can find guidance on filing with the appropriate state or federal authority under the Resource Menu Option.

What You’ll Need

  • Your full name and contact email
  • Move details (service date, origin/destination)
  • Your IAMTrusted Mover (select from directory)
  • Contract, estimate number, Bill of Lading or Service Order
  • Description of the issue + desired outcome
  • Supporting files (photos, BOL, inventory, receipts)

Start a Dispute

Timeline & Responsibilities

For Consumers

  • Submit complete information and respond promptly to mover requests.
  • Keep communications inside the IDRS portal for tracking.

For IAMTrusted Movers

  • Acknowledge the dispute within 10 days.
  • Provide a written plan or response and work in good faith to resolve the matter within 30 days.

After 30 Days

  • If unresolved, the consumer may request independent arbitration.
  • Arbitration fees are paid per CDRS rules.
  • The arbitrator’s decision is binding within the program; non-compliance results in immediate removal of the IAMTrusted Mover from IAM’s Customer Portal.

Disclaimer: This page provides a summary of the CDRS program. Process details, fees, and timelines are governed by the published CDRS Rules.
Last updated: March 3, 2025