Step 3: Contact the CIBC Ombudsman or the Ombudsman for Banking Services and Investments (OBSI)
If, after taking the first two steps, you are still dissatisfied with our decision, you may escalate your complaint to the CIBC Ombudsman. This office is employed by CIBC and isn’t an independent dispute resolution service. Its mandate is to review your concerns, provide a response that is objective and unbiased, and attempt to resolve matters with you.
While it is an office internal to CIBC, the CIBC Ombudsman doesn’t report directly to any business area that it reviews in an effort to be impartial. Escalation to this office is voluntary and it could take up to 6 or 10 weeks to complete an investigation depending upon the nature and complexity of your complaint. Statutory limitation periods continue to run while the CIBC Ombudsman reviews your complaint which may impact your ability to begin a civil action.
You may contact the CIBC Ombudsman a few ways:
You may submit your complaint to the Ombudsman for Banking Services and Investments (OBSI) without going through the CIBC Ombudsman if you have not received a written notice of CIBC’s decision after 90 days from the date you first made a complaint to your CIBC contact or Client Care. Also, if you are not satisfied with the outcome of the review of the complaint by your CIBC contact or Client Care, you may escalate your concerns directly to the Ombudsman for Banking Services and Investments (OBSI) within 180 days from the date of CIBC’s response to you. Please note that you don’t need to escalate your complaint to the CIBC Ombudsman prior to submitting it to OBSI. The services of OBSI are free.
You may contact the OBSI a few ways:
Québec residents: Please refer to the Other options section.