CIBC Ombudsman’s Office

Our Role and Mandate:

The office of the CIBC Ombudsman works closely with both clients and CIBC’s business leaders to address client concerns.

Our mandate is to review unresolved complaints involving CIBC and its group of companies (collectively CIBC). We try to settle disputes fairly through an independent and thorough investigation. Recommendations are non-binding and parties are free to pursue other avenues if a settlement is not reached.

The cases brought to our office allow us to identify areas, products and services where changes might be made. To this end, the CIBC Ombudsman communicates regularly with CIBC’s senior business leaders to highlight opportunities for improvement.

How we can help:

If you have an unresolved issue with CIBC, we may be able to help if the following criteria have been met:

  • You have followed CIBC’s Complaint Process and the bank has completed its review and provided you with a final response;
  • The matter has not been referred to a law firm or litigation has not been initiated by you or CIBC;
  • The issue falls within our Mandate

Our Process:

  • We will acknowledge your request within 48 business hours
  • If CIBC has not concluded its review, we will refer you back to the appropriate area to complete that part of CIBC’s Complaint Process
  • If the above criteria have been met, we will send you a Consent Letter for Complaint Escalation, which you must sign prior to commencing an investigation
  • Most investigations are concluded within four to six weeks. However, some issues take longer than others, and we will keep you informed of our progress
  • Any recommendations we make are non-binding and parties are free to accept or reject them, and pursue other options for resolution

Issues outside of our mandate:

Some banking issues fall outside of the Office’s mandate. These include:

  • Pricing and interest rates (including lending, investment and foreign exchange rates).
  • Service fees (including NSF fees and mortgage prepayment costs).
  • Lending decisions and credit adjudication.*
  • Client divestiture decisions.*
  • Matters that CIBC has referred to outside legal counsel or that are in litigation. If a client decides to pursue legal action during the course of our investigation, we may cease our investigation.
  • Credit bureau ratings – except where CIBC has made an administration error causing an incorrect credit bureau rating.
  • Trespass orders.
  • Day-to-day business decisions – i.e. introducing, withdrawing or amending a product or service, or other matters relating to general bank policy.

In addition:

  • The Office may not have access to CIBC records typically in excess of six years
  • We do not offer legal or regulatory opinions or advice

* In these cases, the Office will only investigate whether CIBC has followed proper process and whether the client has been given sufficient notice of the bank’s decision.

CIBC’s Ombudsman:

CIBC’s Ombudsman is Kimberley A. McVittie, BA, LLB, JD. Ms. McVittie joined CIBC in 1993 following experience in the private sector. Ms. McVittie was CIBC’s Vice-President, Associate General Counsel before her appointment in August of 2006 to the role of CIBC Ombudsman and Chief Privacy Officer.

How to contact us:

Telephone:1-800-308-6859 or 416-861-3313
Fax:1-800-308-6861 or 416-980-3754
Write to:CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON M5L 1G2
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