In addition to CIBC's service commitment to you, there are a number of external agencies that monitor Canada's financial industry to ensure compliance and reliable access to financial services.
Ombudsman for Banking Services and Investments (OBSI)
You can contact the OBSI who is independent from CIBC and whose purpose is to review your personal or business complaint when you do not accept the decision of the CIBC Ombudsman; or when 90 days have elapsed since escalating your concerns to the CIBC Client Care.
Where appropriate, OBSI may seek the assistance of the firm's internal complaint-resolution staff — including the internal bank ombudsman — to facilitate the earliest possible resolution of your complaint.
You can reach the Ombudsman for Banking Services and Investments by:
Write to: Ombudsman for Banking Services and Investments
401 Bay Street
Suite 1505, P.O. Box 5
Toronto, ON M5H 2Y4
If you choose to contact the OBSI at the conclusion of the CIBC Ombudsman investigation, you should do so, within six months from the date of CIBC's response to you, as OBSI reserves the right to decline any investigation after that time.
The Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (FCAC) supervises federally-regulated financial institutions, such as CIBC, to ensure they comply with federal consumer protection laws.
Federal consumer protection laws affect you in a number of ways. For example, financial institutions must provide you with information about their fees, interest rates and complaint handling procedures.
The FCAC also helps educate consumers and monitors voluntary codes of conduct and public commitments designed to protect the interest of consumers.
If you have a regulatory complaint, or a complaint concerning a voluntary code of conduct, you can contact the FCAC by:
Write to: Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9
The FCAC will determine whether the financial institution is in compliance. It will not, however, resolve individual consumer complaints.
The Privacy Commissioner of Canada
If your concern involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada by:
Telephone: 613-995-8210 or 1-800-282-1376