We have created a process for dealing with complaints that we believe is both effective and efficient. We expect every CIBC employee who receives a customer complaint to take ownership, and ensure that the complaint is resolved quickly.

If you have a complaint, we encourage you to follow the complaint procedure outlined here.

Step 1 - Where you do business with us

In most cases, a complaint is resolved simply by telling us about it. You should be able to get swift results by talking to our employees or Manager where you do business with us.

You can speak with us in-branch or by calling Telephone Banking at
1-800-465-CIBC (2422).

Step 2 - Customer Care Centre

If the problem is not resolved to your satisfaction, you can contact the CIBC Customer Care Centre.

You can reach us by:

Telephone: 1-800-465-CALL (2255)
Fax: 1-877-861-7801
E-mail: Please click here to send your e-mail to Customer Care.

Write to:

CIBC Customer Care
PO Box 70,
Station T
Toronto, ON M6B 3Z9

Be sure to include:

Your name and contact information where you prefer to be reached
The nature of your complaint
Details relevant to the complaint and with whom you have already discussed the issue

If you are dissatisfied with the decision of the CIBC Customer Care Centre, you may contact or be directed to the CIBC Ombudsman.

Step 3 - CIBC Ombudsman

Assuming you have followed the complaint escalation steps outlined above, the CIBC Ombudsman will acknowledge your complaint right away. Then, providing legal action has not been taken on the matter, the Ombudsman will conduct a thorough investigation.

You can reach the CIBC Ombudsman by:

Telephone: 1-800-308-6859 or 416-861-3313 in Toronto
Fax: 1-800-308-6861 or 416-980-3754 in Toronto
E-mail:

Write to:

CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON
M5L 1G2

If the above steps do not resolve your complaint, you may consider escalating the matter further. See the listing for Independent Consumer Support Agencies.

Read the Annual Accountability Report 2007. Find out more