Complaint-handling process for: CIBC Mellon Trust Company

From Financial Consumer Agency of Canada

Step 1) If you have a concern or complaint:

If you are a client who encounters a problem or has a concern, we encourage you to contact your relationship manager so that we can address the matter in a timely and efficient manner.

if you are an investor or retiree and you have a concern or complaint, please refer to the contact us section of our website for a list of departments that can assist you https://www.cibcmellon.com/en/contact/index.jsp

Step 2) If your concern or complaint remains unresolved after speaking with the appropriate department, please contact our complaints and privacy officer in writing:

Mail: Complaints and Privacy Officer
CIBC Mellon
1 York Street, Suite 900
Toronto, ON M5J 0B6, CANADA
Tel: 416-643-5000
E-mail: privacyofficer@cibcmellon.com


Step 3) We have engaged the CIBC Complaint Appeals Office to provide an independent review process. If your concern or complaint remains unresolved after contacting our complaints and privacy officer, you may contact their office directly:
 
Mail: CIBC Client Complaint Appeals Office 
P.O. Box 342, Commerce Court 
Toronto ON M5L 1G2, CANADA
Tel: 1-888-947-5207

 
Step 4) If you feel your concern requires a further independent review, please contact the Ombudsman for Banking Services and Investments:
 
Mail:Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, ON M5H 3R3, CANADA
Tel: 416-287-2877 or 1-888-451-4519 (from outside the greater Toronto area)
TTY Tel: 1-844-358-3442
Fax: 416-225-4722 or 1-888-422-2865
 
Financial Consumer Agency of Canada
As a federally regulated financial institution, CIBC Mellon falls within
the mandate of the Financial Consumer Agency of Canada (FCAC)
for complaints by consumers. FCAC is responsible for ensuring that
federally regulated financial institutions comply with federal consumer
protection laws, regulations and requirements such as providing
consumers with information about complaint handling procedures.
 
You can contact FCAC directly at any time during the complaint
management process:
 
Mail:   Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th floor
Ottawa, ON K1R 1B9, CANADA
Tel:   1-866-461-3222 (For services in English)
Tel:   1-866-461-2232 (For services in French)
Tel:   613-960-4666 (From within the Ottawa area or outside of Canada)
TTY Tel:  1-866-914-6097 or 1-613-947-7771
  
For more information, please visit the FCAC website at www.fcac-acfc.gc.ca

Third-party complaint-handling process for this institution:

Ombudsman for Banking Services and Investments (OBSI)

20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3

Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca

FCAC makes every reasonable effort to ensure the accuracy and completeness of the material placed on its Web site. If you find any information that is no longer valid, please contact us.

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