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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 resolve 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 enhance the service to our clients. To this end, the CIBC Ombudsman communicates regularly with CIBC’s senior business leaders to highlight opportunities for improvement.
If you have an unresolved issue with CIBC, we may be able to help if the following criteria have been met:
Some banking issues fall outside of the Office’s mandate. These include:
* 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 is Norah C. McCarthy. Ms. McCarthy was appointed to the role of CIBC Ombudsman and Chief Privacy Officer in March 2015. Ms. McCarthy brings over 25 years of experience in financial services, focused on wealth management and retail banking, to the Office of the Ombudsman.
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