Independent Consumer Support Agencies

Ombudsman for Banking Services and Investments (OBSI)

OBSI is independent from CIBC. You have the right to ask OBSI to review your complaint about banking products and services or investments. After the Client Complaint Appeals Office (CCAO) investigation, you have up to 6 months after the date of CIBC’s response to you to contact OBSI. OBSI reserves the right to decline requests for investigations after 6 months have passed since CIBC responded to your complaint.

Where appropriate, OBSI may ask the CCAO to help them find the earliest possible resolution of your complaint. 

You can reach OBSI online or by phone, fax, email or mail.

Online: OBSI Opens in a new window.

Phone: 1-888-451-4519 Opens your phone app. or 1-844-358-3442 for teletype devices. Opens your phone app. (TTY)

Fax: 1-888-422-2865

Email: ombudsman@obsi.ca Opens your email app.

Mail: Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario
M5H 3R3

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.

Financial institutions are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments (OBSI), as outlined in the section above.

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Canadian Investment Regulatory Organization (CIRO)

CIRO is the Canadian self-regulatory organization that oversees all investment dealers, mutual fund dealers and trading activity on Canada’s debt and equity marketplaces. Clients of CIRO members have the right to make a complaint to CIRO and to seek resolution of the problem, if they are not satisfied with a financial product or services provided by the CIRO member.

CIBC World Markets Inc. CIBC Investor Services Inc. and CIBC Securities Inc. are registered members of CIRO.

For complete details on how to report a regulatory misconduct to the Complaints and Inquiries Department of CIRO, visit CIRO’s How to Make a Complaint Opens a new window..

You can contact CIRO at www.ciro.ca Opens a new window.. Or call 1-877-442-4322 Opens your phone app..

Email: info@ciro.ca Opens your email app.

Mail: CIRO
40 Temperance Street, Suite 2600
Toronto, ON
M5H 0B4

The Privacy Commissioner of Canada

If your concern involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada online or by phone, fax or mail.

Online: The Privacy Commissioner of Canada Opens in a new window.

Phone: 819-994-5444 Opens your phone app. or 1-800-282-1376 Opens your phone app.

Fax: 819-994-5424

Mail: Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Québec
K1A 1H3

Autorité des marchés financiers (AMF) (Québec residents)

If you’re a Québec resident and are dissatisfied with the outcome or with the examination of your complaint, you may request that your complaint file be transferred to the AMF. The AMF is the regulatory organization that regulates Quebec’s financial markets and assist consumers of financial products and services. The AMF will proceed with their examination and may, if it considers it appropriate, offer mediation or conciliation services. However, the AMF cannot require a party to go to mediation. For more information, visit the Autorité des marchés financiers (AMF) website Opens a new window..

Online: Autorité des marchés financiers (AMF) Opens a new window.

Phone
Quebec City: 1-418-525-0337 Opens your phone app.
Montreal: 1-514-395-0337 Opens your phone app.
Toll-free: 1-877-525-0337 Opens your phone app.

Mail: Place de la Cité, Tour Cominar
2640, boul. Laurier, bureau 400
Québec (Québec)
G1V 5C1