Resolving Disputes with an ITM | IAM Consumer Portal
Consumer Protection · Resolving Disputes

Resolving Disputes with an IAMTrusted Mover

Most issues get resolved directly between you and your IAMTrusted Mover. If they don’t, the IAM Consumer Dispute Resolution System (CDRS) gives the issue a formal, independent record.

How this works: The relationship is ultimately between you and the ITM. IAM does not adjudicate individual disputes, but every IAMTrusted Mover has agreed to the IAM Code of Ethics and the IAMTrusted Agreement, and IAM tracks how movers respond when issues are raised.
1
You

Contact the ITM directly

Reach out to your mover with the details of the issue, whether it’s a damage claim, a delivery delay, an unmet commitment, or a disagreement over charges. Most disputes are resolved at this stage, since the ITM has a direct interest in protecting its standing with you and with IAM.

2
You & the ITM

File your issue for ITM validation

If direct contact doesn’t resolve the issue, you can file the details of your issue with the CDRS. Your filing is sent to the ITM, who must confirm you are their customer within 5 business days.

  • If the ITM confirms, a case number is assigned and you move to case confirmation below
  • If the ITM does not respond within 5 business days, a case number is issued against the ITM by default
  • Not sure the company is an IAMTrusted Mover? See Resolving Disputes with a Non-IAMTrusted Mover
3
You

Case confirmation

Once your filing is validated, you’ll receive an email from IAM CDRS confirming:

  • Your case number
  • The start and end date of your 30-day self-resolution window
  • Confirmation that the ITM has been notified and will contact you to begin resolving the issue
4
You & the ITM

30-day self-resolution window

You and the ITM work directly to resolve the issue. IAM does not mediate during this period. In our experience, most issues are resolved here, often with the ITM going beyond what’s strictly required to make things right.

5
You & the ITM

If the issue remains unresolved

Both you and the ITM are invited to submit a statement giving your account of the outcome. Both statements become part of the ITM’s compliance record, which IAM reviews for patterns across all filings.

Your other options remain open. Filing with the CDRS does not affect your right to pursue other remedies, including arbitration, mediation, or legal action, independently of this process.
File a Dispute with the CDRS

You’ll need your move details and the name of your IAMTrusted Mover to get started.