FirstLine Mortgages
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"For General Inquiries"

Our National Call Centre is open Monday to Friday 9:00 a.m. to 6:00 p.m. EST

Local Telephone (416) 865-1999 or Toll Free 1-800-970-0700

Local Fax (416) 945-6500 or Toll Free 1-800-267-2080

Or write to us at:
FirstLine Mortgages
P.O. Box 580 Commerce Court Postal Station
Toronto, ON M5L 1G6

Please note that you can only email general inquires such as:

  • How to:
    • get access to our secured internet site to access your mortgage information
    • make a pre payment to your mortgage
    • make changes to your payments
    • make a claim on your Home Owners Advantage Program
  • In order to protect your privacy, please do not email requests for mortgage financial information and changes via email. We can only honour these types of requests if they are sent through our secured site after you have entered your password. Please also be advised that we can not respond to your inquiry via email; as we cannot guarantee the sender and recipient is/are the registered mortgagor(s).
  • To assist our e-mail response team in providing you with a quick and accurate reply, please ensure all e-mail communications include the mortgage number, OR your registered first and surname and full property address in the Subject line.
  • Please be advised any attached documents must have .doc,.xls, .txt, .jpg, or .pdf extensions, any other extension formats will be void and no e-mail reply will be sent due to our virus protection policies.
  • If you require access to our secured website, please contact our National Call Centre.
  • Our email address is:

Resolving Your Concerns Is Important to Us

CIBC is committed to treating you with the greatest respect and consideration, and providing the highest level of service. Even so, from time to time something may go wrong. There may be a misunderstanding, or you may feel you have been dealt with unjustly. Whatever the circumstances, resolving the problem for you is our primary concern.

How to Resolve Concerns and Complaints at CIBC

If you have a complaint or concern, we encourage you to follow our complaint procedures:

Talk to Us

In most cases, a complaint is resolved simply by telling us about it and discussing it with us. You can contact us at the Customer Support Centre

FirstLine Mortgages
P.O. Box 580 Commerce Court Postal Station
Toronto, ON M5L 1G6
(Phone): 416-865-1999 (Fax): 416-945-6500
TOLL FREE (Phone): 1-800-970-0700 (Fax): 1-800-267-2080 E-MAIL:

Call the Customer Care Centre

If the problem is not resolved to your satisfaction, you can contact the Customer Care Centre at:
1 800 465-CALL – in Toronto (416) 980-CALL
Fax 1 877 861-7801 – in Toronto (416) 218-9440
send an email to
The CIBC Ombudsman Acts On Your Behalf

If, after following the procedures, you concerns have not been resolved to your satisfaction, feel free to contact the CIBC Ombudsman.

Contact the CIBC Ombudsman

Contact the office of the CIBC Ombudsman directly by telephone or by writing.
Call the Office of the CIBC Ombudsman at 1 800 308-6859, or in Toronto at (416)861-3313.

Or write to:

CIBC Ombudsman
P.O. Box 342 Commerce Court
Toronto, ON M5L 1G2
Fax the Office of the CIBC Ombudsman at: 1 800 308-6861, or in Toronto at (416) 980-3754.

The CIBC Ombudsman’s office will acknowledge your complaint. Then, providing legal action has not been taken on the matter, the CIBC Ombudsman immediately goes to work. In most cases, you will receive a response within ten working days.

If you are not Satisfied with the Decision of CIBC’s Ombudsman Regarding Your Complaint.

Should you not be able to accept the conclusion of CIBC’s Ombudsman, you can ask how your complaint can be further escalated.


You can contact the OBSI who is independent from CIBC, and whose purpose is to review your personal or business complaint when you cannot accept the decision of the CIBC Ombudsman.

You can reach the Ombudsman for Banking Services and Investments by:

Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Web site:
By Writing:
Ombudsman for Banking Services and Investment
P.O. Box 896 STN. Adelaide
Toronto, ON M5C 2K3

The Financial Consumer Agency of Canada (FCAC) supervises federally-regulated financial institutions, such as CIBC, to ensure they comply with federal consumer protection laws. The FCAC also helps educate consumers and monitors industry codes of conduct and public commitments designed to protect the interests of consumers.
Federal consumer protection laws affect you in a number of ways. For example, financial institutions must provide you with information about their fees, interest rates and complaint handling procedures.

For more information, please phone the FCAC at:
1 866 461-2232, en français
1 866 461-3222
or visit their Web site:

Financial Consumer Agency of Canada

If you have a regulatory complaint, you can contact the FCAC in writing at:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9
The FCAC will determine whether the financial institution is in compliance. It will not, however, resolve individual consumer complaints.


If your concern involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada by:
Telephone: (613) 995-8210 or 1-800-282-1376
Fax: (613) 947-6850