Effective June 30, 2022, we’ll have a new complaint resolution process. From April 4 to June 29, we may use the current process or the new process outlined on this page to resolve your complaint. If you have questions about your complaint, please call 1-800-465-2422 Opens your phone app..

Let us help make it right

Our team members have the power to resolve your complaint and make things right. And we will do it as quickly as possible. Here's how to engage our team:

Please select the CIBC line of business that your banking product is associated with:

  • My advisor’s line of business:
  • CIBC Banking Services
  • CIBC Asset Management
  • CIBC Imperial Investor Service
  • CIBC Imperial Service
  • CIBC Investor’s Edge
  • CIBC Private Banking
  • CIBC Private Investment Counsel
  • CIBC Securities Inc.
  • CIBC Trust
  • CIBC Wood Gundy

Here’s how to engage our team:

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 1-800-465-2422 Opens your phone app.
If you are a Commercial Banking client, please contact the Business Contact Centre at 1-888-947-7736 Opens your phone app..

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 Clients:

Contact the Client Care Centre by:

1-800-465-2255 Opens your phone app.

Escalate your complaint

CIBC Client Care
P.O. Box 15, Station A
Toronto, Ontario, M5W 1A2

Commercial Banking Clients:

Contact Commercial Care by:

1-888-948-8816 Opens your phone app.

199 Bay Street
CCW-B4

Toronto, Ontario, M5L 1A2
 

Capital Markets Clients:

Contact the Capital Markets Complaints Team by:

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:

CIBC Client Complaint Appeals Office
P.O. Box 342
Commerce Court
Toronto, Ontario 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.

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 6 months after the date of CIBC’s response to you to contact OBSI. OBSI reserves the right to decline requests for investigations after 6 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 OBSI by:

OBSI Opens in a new window.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3

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:

English: 1-866-461-3222 Opens your phone app.

French: 1-866-461-2232 Opens your phone app.

FCAC Opens in a new window.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario 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.

If your complaint involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada:

1 -800 -282-1376 Opens your phone app.

Office of the Privacy Commissioner of Canada Opens in a new window.

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

Québec residents:

If you are a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF). The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. For more information, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window. . 

Here’s how to engage our team:

Step 1: Contact your Client Servicing Manager or Representative

In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your Client Servicing Manager or Representative. 

If required, you may also contact us by e-mail at info@cibcassetmanagement.com Opens your email app..

If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.

Step 2: Escalate your complaint

If your Client Servicing Manager or Representative is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care Representative who will undertake a full review of your concerns. 

You may contact CIBC Client Care a few ways:

1-800-465-2255 Opens your phone app.

CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, Ontario M5W 1A2

 

Email to Client Care Opens in a new window.

CIBC Client Care will acknowledge receipt of your complaint within 2 business days.

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:

CIBC Client Complaint Appeals Office
P.O. Box 342
Commerce Court
Toronto, Ontario 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.

OBSI is independent from CIBC. You have the right to ask OBSI to review your complaint about banking products and services or investments. You may contact OBSI when 90 days have elapsed since CIBC received your complaint or up to 6 months after the date of CIBC’s response to you following the CCAO investigation. OBSI reserves the right to decline requests for investigations after 6 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 OBSI by:

OBSI Opens in a new window.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3

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:

English: 1-866-461-3222 Opens your phone app.

French: 1-866-461-2232 Opens your phone app.

FCAC Opens in a new window.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario 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.

If your complaint involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada:

1-800-282-1376 Opens your phone app.

Office of the Privacy Commissioner of Canada Opens in a new window.

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

Québec residents:

If you are a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF). The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. For more information, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window. . 

Here’s how to engage our team:

Step 1: Contact your advisor or branch manager

In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Advisor or Branch Manager. Find your branch with our online search tool Opens in a new window. .

You may also contact CIBC Imperial Investor Service at 1-800-661-7494 Opens your phone app.. Our customer service representatives are available Monday to Friday, 8:00 am to 8:00 pm ET.

If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.

If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory.

Step 2: Escalate your complaint

If your advisor, branch manager or the client service representative at CIBC Imperial Investor Service is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.

You may contact CIBC Client Care a few ways:

1-800-465-2255 Opens your phone app.

CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, Ontario M5W 1A2

 

Email to Client Care Opens in a new window.

CIBC Client Care will acknowledge receipt of your complaint within 2 business days.

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:

CIBC Client Complaint Appeals Office
P.O. Box 342
Commerce Court
Toronto, Ontario 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.

OBSI is independent from CIBC. You have the right to ask OBSI to review your complaint about banking products and services or investments. You may contact OBSI when 90 days have elapsed since CIBC received your complaint or up to 6 months after the date of CIBC’s response to you following the CCAO investigation. OBSI reserves the right to decline requests for investigations after 6 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 OBSI by:

OBSI Opens in a new window.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3

You may also submit your complaint to IIROC, which is the self-regulatory organization in Canada to which CIBC World Markets Inc. and CIBC Investor Services Inc. are registered members. CIBC Wood Gundy, is a division of CIBC World Markets Inc. CIBC Investor’s Edge, CIBC Imperial Investor Services, and CIBC Private Banking are divisions of CIBC Investor Services Inc. IIROC has a dedicated Complaints and Inquiries department, which you can contact in 4 ways: 

1-877-442-4322 Opens your phone app.

1-888-497-6172

IIROC Head Office
121 King Street West Suite 2000
Toronto, Ontario M5H 3T9

For complete details on how to report a regulatory misconduct to the Complaints and Inquiries Department of IIROC, How to Make a Complaint page Opens in a new window..

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:

English: 1-866-461-3222 Opens your phone app.

French: 1-866-461-2232 Opens your phone app.

FCAC Opens in a new window.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario 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.

If your complaint involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada:

1-800-282-1376 Opens your phone app.

Office of the Privacy Commissioner of Canada Opens in a new window.

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

Québec residents:

If you are a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF). The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. For more information, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window. . 

Here’s how to engage our team:

Step 1: Contact your advisor or branch manager

In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Advisor or Branch Manager. Find your branch with our online search tool.

You may also call the CIBC Imperial Service Contact Centre at 1-888-839-7298 Opens your phone app.. Our customer service representatives are available Monday to Friday, 8 am to 10:00 pm ET and Saturday, 9:00 am to 5:00 pm ET.

If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.

If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory.

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.

Contact the Client Care Centre by:

1-800-465-2255 Opens your phone app.

Escalate your complaint Opens in a new window.

CIBC Client Care
P.O. Box 15, Station A
Toronto, Ontario M5W 1A2

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:

CIBC Client Complaint Appeals Office
P.O. Box 342, Commerce Court
Toronto, Ontario 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.

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 6 months after the date of CIBC’s response to you to contact OBSI. OBSI reserves the right to decline requests for investigations after 6 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 OBSI by:

OBSI Opens in a new window.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3

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:

English: 1-866-461-3222 Opens your phone app.

French: 1-866-461-2232 Opens your phone app.

FCAC Opens in a new window.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario 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.

If your complaint involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada:

1-800-282-1376 Opens your phone app.

Office of the Privacy Commissioner of Canada Opens in a new window.

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

Québec residents:

If you are a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF). The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. For more information, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window. . 

Here’s how to engage our team:

Step 1: Contact your Investor’s Edge representative

In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Investor’s Edge representative at 1-800-567-3343 Opens your phone app.. Our customer service representatives are available Monday to Friday, 8:00 am to 8:00 pm ET.

If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.

If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory.

Step 2: Escalate your complaint

If your representative at CIBC Investor’s Edge is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care Representative who will undertake a full review of your concerns.

You may contact CIBC Client Care a few ways:

1-800-465-2255 Opens your phone app.

CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, Ontario M5W 1A2

Escalate your complaint Opens in a new window.

CIBC Client Care will acknowledge receipt of your complaint within 2 business days.

Step 3: Appeal the decision

If you don’t accept the response you get from the team member in Step 1 or 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:

CIBC Client Complaint Appeals Office
P.O. Box 342, Commerce Court 
Toronto, Ontario M5L 1G2

If you do not accept the decision of the CCAO, or when 90 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.

OBSI is independent from CIBC. You have the right to ask OBSI to review your complaint about banking products and services or investments. You may contact OBSI when 90 days have elapsed since CIBC received your complaint or up to 6 months after the date of CIBC’s response to you following the CCAO investigation. OBSI reserves the right to decline requests for investigations after 6 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 OBSI by:

OBSI Opens in a new window.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3

You may also submit your complaint to IIROC, which is the self-regulatory organization in Canada to which CIBC World Markets Inc. and CIBC Investor Services Inc. are registered members. CIBC Wood Gundy, is a division of CIBC World Markets Inc. CIBC Investor’s Edge, CIBC Imperial Investor Services, and CIBC Private Banking are divisions of CIBC Investor Services Inc. IIROC has a dedicated Complaints and Inquiries department. IIROC has a dedicated Complaints and Inquiries department, which you can contact in 4 ways:

1-877-442-4322 Opens your phone app.

1-888-497-6172

IIROC Head Office
121 King Street West Suite 2000
Toronto, Ontario M5H 3T9

For complete details on how to report a regulatory misconduct to the Complaints and Inquiries Department of IIROC, please visit the IIROC’s How to Make a Complaint page Opens in a new window..

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:

1 866 461-3222 Opens your phone app. (English) or 1 866 461-2232 Opens your phone app. (French)

FCAC Opens in a new window.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario 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.

If your complaint involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada:

1-800-282-1376 Opens your phone app.

Office of the Privacy Commissioner of Canada Opens in a new window.

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

Québec residents:

If you are a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF). The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. For more information, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window. . 

Here’s how to engage our team:

Step 1: Contact your private banker or private wealth executive director

In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Private Banker or Private Wealth Executive Director. Find their contact info with our online search tool. 

If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.

If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory. 

Step 2: Escalate your complaint

If your private banker or private wealth executive director is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.

You may contact CIBC Client Care a few ways:

1-800-465-2255 Opens your phone app.

CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, Ontario M5W 1A2

Email to Client Care Opens in a new window.

CIBC Client Care will acknowledge receipt of your complaint within 2 business days.

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:

CIBC Client Complaint Appeals Office
P.O. Box 342, Commerce Court
Toronto, Ontario 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.

OBSI is independent from CIBC. You have the right to ask OBSI to review your complaint about banking products and services or investments. You may contact OBSI when 90 days have elapsed since CIBC received your complaint or up to 6 months after the date of CIBC’s response to you following the CCAO investigation.  OBSI reserves the right to decline requests for investigations after 6 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 OBSI by:

OBSI Opens in a new window.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3

You may also submit your complaint to IIROC, which is the self-regulatory organization in Canada to which CIBC World Markets Inc. and CIBC Investor Services Inc. are registered members. CIBC Wood Gundy, is a division of CIBC World Markets Inc. CIBC Investor’s Edge, CIBC Imperial Investor Services, and CIBC Private Banking are divisions of CIBC Investor Services Inc. IIROC has a dedicated Complaints and Inquiries department. IIROC has a dedicated Complaints and Inquiries department, which you can contact in 4 ways:

1-877-442-4322 Opens your phone app.

1-888-497-6172

IIROC Head Office
121 King Street West, Suite 2000
Toronto, Ontario M5H 3T9

For complete details on how to report a regulatory misconduct to the Complaints and Inquiries Department of IIROC, please visit the IIROC’s How to Make a Complaint page Opens in a new window..

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:

English: 1-866-461-3222 Opens your phone app.

French: 1-866-461-2232 Opens your phone app.

FCAC Opens in a new window.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario 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. 

If your complaint involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada:

1-800-282-1376 Opens your phone app.

Office of the Privacy Commissioner of Canada Opens in a new window.

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

Québec residents:

If you are a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF). The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. For more information, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window. . 

Here’s how to engage our team:

Step 1: Contact your investment counsel

In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Investment Counsellor. Find their contact info with our online search tool.

You may also reach them at the following numbers: 

Alberta: 1-800-821-3193 Opens your phone app.
British Columbia: 1-877-681-8688 Opens your phone app.
Ontario, Atlantic Canada, Manitoba, Saskatchewan and the territories: 1-877-363-5620 Opens your phone app.
Quebec: 1-866-311-0113 Opens your phone app.

 Our CIBC Investment Counsellors are available Monday to Friday, 8:00 am to 8:00 pm ET.

If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.

Step 2: Escalate your complaint

If your investment counsellor at CIBC Private Investment is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.

You may contact CIBC Client Care a few ways:

1-800-465-2255 Opens your phone app.

CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, Ontario M5W 1A2

Email to Client Care Opens in a new window.

CIBC Client Care will acknowledge receipt of your complaint within 2 business days.

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:

CIBC Client Complaint Appeals Office
P.O. Box 342, Commerce Court
Toronto, Ontario M5L 1G2

If you do not accept the decision of the CCAO, or when 90 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.

OBSI is independent from CIBC. You have the right to ask OBSI to review your complaint about banking products and services or investments. You may contact OBSI when 90 days have elapsed since CIBC received your complaint or up to 6 months after the date of CIBC’s response to you following the CCAO investigation. OBSI reserves the right to decline requests for investigations after 6 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 OBSI by:

OBSI Opens in a new window.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3

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:

English: 1-866-461-3222 Opens your phone app.

French: 1-866-461-2232 Opens your phone app.

FCAC Opens in a new window.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario 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. 

If your complaint involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada:

1-800-282-1376 Opens your phone app.

Office of the Privacy Commissioner of Canada Opens in a new window.

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

Québec residents:

If you are a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF). The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. For more information, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window.. 

Here’s how to engage our team:

Step 1: Contact your advisor or branch manager

In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Advisor or Branch Manager. Find your branch with our online search tool Opens in a new window..

You may also contact CIBC Securities Inc. at 1-800-465-3863 Opens your phone app.. Our customer service representatives are available Monday to Friday, 8:00 am to 8:00 pm ET.

If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.

If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory.

Step 2: Escalate your complaint

If your advisor, branch manager or the client service representative at CIBC Securities Inc. is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.

You may contact CIBC Client Care a few ways:

1-800-465-2255 Opens your phone app.

CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, Ontario M5W 1A2

Email to Client Care Opens in a new window.

CIBC Client Care will acknowledge receipt of your complaint within 2 business days.

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:

CIBC Client Complaint Appeals Office
P.O. Box 342, Commerce Court
Toronto, Ontario 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.

OBSI is independent from CIBC. You have the right to ask OBSI to review your complaint about banking products and services or investments. You may contact OBSI when 90 days have elapsed since CIBC received your complaint or up to 180 days after the date of CIBC’s response to you following the CCAO investigation.  OBSI reserves the right to decline requests for investigations after 6 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 OBSI by:

OBSI Opens in a new window.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3

You may also submit your complaint to the Mutual Fund Dealers Association of Canada (MFDA), which is the self-regulatory organization in Canada to which CIBC Securities Inc. belongs to. You may contact the MFDA in a few ways:

1-888-466-6332 Opens your phone app.

121 King Street West, Suite 1000
Toronto, Ontario M5H 3T9

If your complaint involves a GIC in your mutual fund account, you may contact the 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:

English: 1-866-461-3222 Opens your phone app.

French: 1-866-461-2232 Opens your phone app.

FCAC Opens in a new window.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario 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. 

If your complaint involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada:

1-800-282-1376 Opens your phone app.

Office of the Privacy Commissioner of Canada Opens in a new window.

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

Québec residents:

If you are a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF). The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. For more information, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window. . 

Here’s how to engage our team:

Step 1: Contact your Trust Officer or the Trust Officer’s Reporting Manager

In most cases, a complaint can be resolved within 24 hours simply by telling us about it. You may speak directly to your CIBC Trust Officer or the Trust Officer’s Reporting Manager. Find their contact info with our online search tool.

You may also contact CIBC Trust at 1-877-604-9455 Opens your phone app.. Or you can call 1-800-668-7389 Opens your phone app.. Our staff are available Monday to Friday, 8:00 am to 5:30 pm ET.

If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.

Step 2: Escalate your complaint

If your Trust Officer or Reporting Manager at CIBC Trust is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.

You may contact CIBC Client Care a few ways:

1-800-465-2255 Opens your phone app.

CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, Ontario M5W 1A2

Email to Client Care Opens in a new window.

CIBC Client Care will acknowledge receipt of your complaint within 2 business days.

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:

CIBC Client Complaint Appeals Office
P.O. Box 342, Commerce Court
Toronto, Ontario M5L 1G2

If you do not accept the decision of the CCAO, or when 90 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.

OBSI is independent from CIBC. You have the right to ask OBSI to review your complaint about banking products and services or investments. You may contact OBSI when 90 days have elapsed since CIBC received your complaint or up to 6 months after the date of CIBC’s response to you following the CCAO investigation. OBSI reserves the right to decline requests for investigations after 6 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 OBSI by:

OBSI Opens in a new window.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3

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:

1 866 461-3222 Opens your phone app. (English) or 1 866 461-2232 Opens your phone app. (French)

FCAC Opens in a new window.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario 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. 

If your complaint involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada:

1-800-282-1376 Opens your phone app.

Office of the Privacy Commissioner of Canada Opens in a new window.

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

Québec residents:

If you are a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF). The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. For more information, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window.. 

Here’s how to engage our team:

Step 1: Contact your investment advisor or branch manager, or CIBC Wood Gundy Client Relations

In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Investment Advisor or Branch Manager. Find their contact info with our online search tool.

You may also contact CIBC Wood Gundy Client Relations at 1-800-563-3193 Opens your phone app.. Our customer service representatives are available Monday to Friday, 8:00 am to 6:00 pm ET.

If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.

If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory.

Step 2: Escalate your complaint

If your Investment advisor, branch manager or the client service representative at CIBC Wood Gundy Client Relations is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.

You may contact CIBC Client Care a few ways:

1-800-465-2255 Opens your phone app.

CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, Ontario M5W 1A2

Email to Client Care Opens in a new window.

CIBC Client Care will acknowledge receipt of your complaint within 2 business days.

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:

CIBC Client Complaint Appeals Office
P.O. Box 342, Commerce Court
Toronto, Ontario 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.

OBSI is independent from CIBC. You have the right to ask OBSI to review your complaint about banking products and services or investments. You may contact OBSI when 90 days have elapsed since CIBC received your complaint or up to 6 months after the date of CIBC’s response to you following the CCAO investigation.  OBSI reserves the right to decline requests for investigations after 6 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 OBSI by:

OBSI Opens in a new window.

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3

You may also submit your complaint to IIROC, which is the self-regulatory organization in Canada to which CIBC World Markets Inc. and CIBC Investor Services Inc. are registered members. CIBC Wood Gundy, is a division of CIBC World Markets Inc. CIBC Investor’s Edge, CIBC Imperial Investor Services, and CIBC Private Banking are divisions of CIBC Investor Services Inc. IIROC has a dedicated Complaints and Inquiries department, which you can contact in 4 ways:

1-877-442-4322 Opens your phone app.

1-888-497-6172

IIROC Head Office
121 King Street West Suite 2000
Toronto, Ontario M5H 3T9

For complete details on how to report a regulatory misconduct to the Complaints and Inquiries Department of IIROC, please visit the IIROC’s How to Make a Complaint page Opens in a new window..

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:

English: 1-866-461-3222 Opens your phone app.

French: 1-866-461-2232 Opens your phone app.

FCAC Opens in a new window.

Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario 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.

If your complaint involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada:

1-800-282-1376 Opens your phone app.

Office of the Privacy Commissioner of Canada Opens in a new window.

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3

Québec residents:

If you are a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF). The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. For more information, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window.. 

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CIBC Customer Care FAQs

Why does the bank place a hold on my deposits to my personal accounts? Opens in a new window.

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Why was my foreign currency deposit charged back to my Canadian dollar account at a different rate? Opens in a new window.

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Does a Power of Attorney I grant over my CIBC accounts need to be on a CIBC form? Opens in a new window.

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