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Contact Us - Questions and Complaints? | |
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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: Please note that you can only email general inquires such as:
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: P.O. Box 580 Commerce Court Postal Station Toronto, ON M5L 1G6 (Phone):416-865-1999 (Fax):416-945-6500 OR TOLL FREE (Phone):1-800-970-0700 (Fax):1-800-267-2080 E-MAIL: servicing@firstline.com 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 or send an email to customer.care@cibc.com. 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 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. OMBUDSMAN FOR BANKING SERVICES AND INVESTMENTS (OBSI) 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 Email: ombudsman@obsi.ca Web site: www.obsi.ca By Writing: Ombudsman for Banking Services and InvestmentTHE FINANCIAL CONSUMER AGENCY OF CANADA 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: www.fcac.gc.ca Financial Consumer Agency of Canada If you have a regulatory complaint, you can contact the FCAC in writing at: Financial Consumer Agency of CanadaThe FCAC will determine whether the financial institution is in compliance. It will not, however, resolve individual consumer complaints. THE PRIVACY COMMISSIONER OF CANADA 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 Website: www.privcom.gc.ca |