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How to Resolve Your Banking Service Complaints with CIBC: A Step-by-Step Guide

If you're facing issues with CIBC's banking services, this guide will help you understand how to resolve your complaints effectively. CIBC has a clear process to ensure your concerns are heard and addressed promptly.

Step 1: Voice Your Complaint

The first step in resolving any issue is to voice your complaint directly:

• Speak with Your Advisor or Relationship Manager: Visit your local banking center or contact your advisor. Use the branch locator to find the nearest one.
• Call CIBC Telephone Banking:
  • Canada & U.S. (English): 1-800-465-2422
  • TTY Service: 1-800-465-7401

Step 2: Escalate Your Complaint

If your issue isn’t resolved in Step 1, escalate it by:

• Requesting the person you spoke with to escalate it for you, or
• Contacting CIBC Client Care directly:
  • Phone: 1-800-465-2255
  • Mail:
    CIBC Client Care
    Station A, P.O. Box 15
    Toronto, Ontario M5W 1A2
  • Online: Escalate your complaint

Step 3: Appeal the Decision

If you’re not satisfied with the resolution provided by CIBC Client Care, you can appeal:

• Contact the CIBC Client Complaint Appeals Office (CCAO):
  • Phone: 1-888-947-5207
  • Email: clientcomplaintappeals@cibc.com
  • Mail:
    CIBC Client Complaint Appeals Office
    Commerce Court, P.O. Box 342
    Toronto, Ontario M5L 1G2
  • Online: Appeal a decision

External Escalation Options

If you’re still unsatisfied, or if 56 days have passed since your initial complaint, you can contact independent consumer support agencies:

Ombudsman for Banking Services and Investments (OBSI):

• Phone: 1-888-451-4519
• TTY Service: 1-844-358-3442
• Email: ombudsman@obsi.ca
• Mail:
  20 Queen Street West, Suite 2400, P.O. Box 8
  Toronto, Ontario M5H 3R3
• Online: OBSI Website

Financial Consumer Agency of Canada (FCAC):

• Phone (English): 1-866-461-3222
• Phone (French): 1-866-461-2232
• TTY Service: 613-947-7771 or 1-866-914-6097
• Mail:
  Financial Consumer Agency of Canada
  427 Laurier Avenue West, 6th Floor
  Ottawa, Ontario K1R 1B9
• Online: FCAC Website

Privacy Concerns: Contact the Office of the Privacy Commissioner of Canada: