Step 1: Voice your complaint
Our team is here to help. As a first step in the complaint process, please:
• speak with your advisor, relationship manager or other CIBC team member who you are dealing with;
• visit your local banking centre; or
• call CIBC Telephone Banking at 1 800 465-CIBC (2422)
If you are a Commercial Banking client, please contact the Business Contact Centre at 1 888 947-7736
Step 2: Escalate your complaint
You may choose to escalate your complaint to one of our Care teams. You have two ways to escalate your concern:
• Ask the person you spoke with in Step 1 to escalate your complaint for you, or
• You can contact the Care team directly at the number given below
If your complaint isn’t resolved by the team member you spoke with in Step 1 within 14 days from the day you voiced it to us, we automatically escalate your complaint to one of our Care teams. We assign your complaint to a Care team member who will review your complaint and respond to you directly.
Personal and Business Banking including Private Banking Clients:
Contact the Client Care Centre by:
Telephone: 1 800 465-2255
Online: www.cibc.com/escalate
Mail: CIBC Client Care
P.O. Box 15, Station A
Toronto ON M5W 1A2
Commercial Banking Clients:
Contact Commercial Care by:
Telephone: 1 888 948-8816
Email: Commercial.Care@cibc.com
Mail: 199 Bay St. CCW-B4
Toronto ON M5L 1A2
Capital Markets Clients:
Contact Capital Markets Complaints Team by:
Email: CapitalMarketsClientComplaints@cibc.com
Step 3: Appeal the decision
If you don’t accept the response you get from the team member in Step 2, you can appeal the decision. You can ask to have your complaint escalated to the CIBC Client Complaint Appeals Office (CCAO). You may also contact the CCAO directly.
The CCAO is part of CIBC. Its mandate is to review your complaint and provide a response that’s objective and unbiased to resolve matters with you. The CCAO is not an independent dispute resolution service. However, in an effort to be impartial, they do not report directly to any business area at CIBC. It can take the CCAO 3 to 5 weeks to complete an investigation depending on the nature and complexity of your complaint. Any statutory limitation periods that apply to your case will continue to run while the CCAO reviews your complaint, which may impact your ability to begin a civil action.
You can contact the CCAO by:
Telephone: 1 888 947-5207
Online: www.cibc.com/appeal
Email: ClientComplaintAppeals@cibc.com
Mail: CIBC Client Complaint Appeals Office
P.O. Box 342, Commerce Court
Toronto ON M5L 1G2
If you do not accept the decision of the CCAO, or when 56 days have elapsed after CIBC received your complaint, you can contact the Ombudsman for Banking Services and Investments (OBSI) whose purpose is to review your complaint.
Independent consumer support agencies
In addition to CIBC’s Service Commitment to you, there are a number of external agencies that monitor Canada’s financial industry to ensure compliance and reliable access to financial services. You can raise your complaint to these agencies.
Ombudsman for Banking Services and Investments (OBSI)
OBSI is independent from CIBC. You have the right to ask OBSI to review your complaint about banking products and services or investments. After the CCAO investigation, you have up to six months after the date of CIBC’s response to you to contact OBSI. OBSI reserves the right to decline requests for investigations after six months have passed since CIBC responded to your complaint.
Where appropriate, OBSI may ask the CCAO to help them find the earliest possible resolution of your complaint.
You can reach the OBSI by:
Telephone: 1 888 451-4519
Fax: 1 888 422-2865
Email: ombudsman@obsi.ca
Online: www.obsi.ca
Mail: Ombudsman for Banking Services
and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto ON M5H 3R3
The Financial Consumer Agency of Canada (FCAC)
The FCAC supervises federally regulated financial institutions, including CIBC. The FCAC ensures compliance with federal financial consumer protection measures. For example, financial institutions must give consumers information about their fees, interest rates and complaint handling procedures. The FCAC also helps educate consumers and monitors voluntary codes of conduct and public commitments designed to protect consumers’ interests. If you have a regulatory complaint or a complaint concerning a voluntary code of conduct or public commitment, you can reach the FCAC by:
Telephone: 1 866 461-3222 (English)
or 1 866 461-2232 (French)
Online: www.canada.ca/en/financial-consumer-agency.html
Mail: Financial Consumer Agency of Canada
427 Laurier Ave. West, 6th Floor
Ottawa ON K1R 1B9
The FCAC will find out whether the financial institution is in compliance with regulations, voluntary codes of conduct or public commitments. However, the FCAC will not resolve individual consumer complaints.
Office of the Privacy Commissioner of Canada
If your complaint involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada:
Telephone: 1 800 282-1376
Online: www.priv.gc.ca/
Mail: 30 Victoria Street
Gatineau QC K1A 1H3
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
