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:
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:
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:
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:
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:
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. .