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Resolving your complaints
If there is something we can be doing better, we want to hear about it.
Let us help make it right
We take your feedback seriously, and are committed to doing everything we can to resolve your concern or complaint. Our goal is to respond to all client feedback effectively and efficiently. We're committed to listening to your complaints and resolving all issues that come to our attention.
To resolve your complaint, please select the CIBC line of business that your advisor is associated with:
- My advisor’s line of business:
- CIBC Banking Services
- CIBC Asset Management
- CIBC Imperial Investor Service
- CIBC Imperial Service
- CIBC Investor’s Edge
- CIBC Private Banking
- CIBC Private Investment Counsel
- CIBC Securities Inc.
- CIBC Trust
- CIBC Wood Gundy
Help us understand the issue by using the following steps:
Step 1: Talk to us
Our team is here to help. Let our representatives know how we can assist you. You can speak to someone at your branch Opens in a new window.. Or you can call Telephone Banking at 1-800-465-CIBC (2422) Opens your phone app..
Step 2: Contact CIBC Client Care
If our team in the branches, or at Telephone Banking weren't able to help, raise your concern with our CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care Representative who will undertake a full review of your concerns.
You may contact CIBC Client Care a few ways:
Fax
1-877-861-7801
Mailing address
CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, ON M5W 1A2
CIBC Client Care will acknowledge receipt of your complaint within 2 business days.
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:
Phone
1-800-308-6859 Opens your phone app. or
416-861-3313 Opens your phone app. in Toronto
Fax
1-800-308-6861 or
416-980-3754 in Toronto
Mailing address
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON M5L 1G2
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:
Phone
1-888-451-4519 Opens your phone app. or
416-287-2877 Opens your phone app. in Toronto
Fax
1-888-422-2865 or
416-225-4722 in Toronto
Mailing address
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Québec residents: Please refer to the Other options section.
Other options
If you don’t wish to submit your complaint to OBSI, other options are available to you, including taking the matter to Independent Consumer Support Agencies. These external agencies monitor Canada's financial industry to ensure compliance and reliable access to financial services.
If you are 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 Autorité des marchés financiers (AMF). 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, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window..
Help us understand the issue by using the following steps:
Step 1: Contact your servicing manager
In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Asset Management Servicing Manager.
If required, you may also contact us by e-mail at institutional@cibc.com Opens your email app..
If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.
Step 2: Contact CIBC Client Care
If your CIBC Asset Management Servicing Manager is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care Representative who will undertake a full review of your concerns.
You may contact CIBC Client Care a few ways:
Fax
1-877-861-7801
Mailing address
CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, ON M5W 1A2
CIBC Client Care will acknowledge receipt of your complaint within 2 business days.
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:
Phone
1-800-308-6859 Opens your phone app. or
416-861-3313 Opens your phone app. in Toronto
Fax
1-800-308-6861 or
416-980-3754 in Toronto
Mailing address
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON M5L 1G2
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:
Phone
1-888-451-4519 Opens your phone app. or
416-287-2877 Opens your phone app. in Toronto
Fax
1-888-422-2865 or
416-225-4722 in Toronto
Mailing address
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Québec residents: Please refer to the Other options section.
Other options
If you don’t wish to submit your complaint to OBSI, other options are available to you, including taking the matter to Independent Consumer Support Agencies. These external agencies monitor Canada's financial industry to ensure compliance and reliable access to financial services.
If you are 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 Autorité des marchés financiers (AMF). 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, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window..
Help us understand the issue by using the following steps:
Step 1: Contact your advisor or branch manager
In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Advisor or Branch Manager. Find your branch with our online search tool Opens in a new window..
You may also contact CIBC Imperial Investor Service at 1-800-661-7494 Opens your phone app.. Our customer service representatives are available Monday to Friday, 8 am to 8 pm ET.
If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.
If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory.
Step 2: Contact CIBC Client Care
If your advisor, branch manager or the customer service representative at CIBC Imperial Investor Service is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.
You may contact CIBC Client Care a few ways:
Fax
1-877-861-7801
Mailing address
CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, ON M5W 1A2
CIBC Client Care will acknowledge receipt of your complaint within 2 business days.
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:
Phone
1-800-308-6859 Opens your phone app. or
416-861-3313 Opens your phone app. in Toronto
Fax
1-800-308-6861 or
416-980-3754 in Toronto
Mailing address
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON M5L 1G2
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:
Phone
1-888-451-4519 Opens your phone app. or
416-287-2877 Opens your phone app. in Toronto
Fax
1-888-422-2865 or
416-225-4722 in Toronto
Mailing address
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Québec residents: Please refer to the Other options section.
Other options
If you don’t wish to submit your complaint to OBSI, other options are available to you, including taking the matter to Independent Consumer Support Agencies. These external agencies monitor Canada's financial industry to ensure compliance and reliable access to financial services.
If you are 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 Autorité des marchés financiers (AMF). 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, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window..
Help us understand the issue by using the following steps:
Step 1: Contact your advisor or branch manager
In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Advisor or Branch Manager. Find your branch with our online search tool Opens in a new window..
You may also call the CIBC Imperial Service Contact Centre at 1-888-839-7298 Opens your phone app.. Our customer service representatives are available Monday to Friday, 8 am to 10 pm ET and Saturday, 9 am to 5 pm ET.
If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.
If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory.
Step 2: Contact CIBC Client Care
If your advisor, branch manager or the customer service representative at CIBC Imperial Service Contact Centre is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.
You may contact CIBC Client Care a few ways:
Fax
1-877-861-7801
Mailing address
CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, ON M5W 1A2
CIBC Client Care will acknowledge receipt of your complaint within 2 business days.
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:
Phone
1-800-308-6859 Opens your phone app. or
416-861-3313 Opens your phone app. in Toronto
Fax
1-800-308-6861 or
416-980-3754 in Toronto
Mailing address
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON M5L 1G2
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:
Phone
1-888-451-4519 Opens your phone app. or
416-287-2877 Opens your phone app. in Toronto
Fax
1-888-422-2865 or
416-225-4722 in Toronto
Mailing address
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Québec residents: Please refer to the Other options section.
Other options
If you don’t wish to submit your complaint to OBSI, other options are available to you, including taking the matter to Independent Consumer Support Agencies. These external agencies monitor Canada's financial industry to ensure compliance and reliable access to financial services.
If you are 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 Autorité des marchés financiers (AMF). 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, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window..
Help us understand the issue by using the following steps:
Step 1: Contact your Investor’s Edge representative
In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Investor’s Edge representative at 1-800-567-3343 Opens your phone app.. Our customer service representatives are available Monday to Friday, 8 am to 6 pm ET.
If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.
If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory.
Step 2: Contact CIBC Client Care
If your representative at CIBC Investor’s Edge is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care Representative who will undertake a full review of your concerns.
You may contact CIBC Client Care a few ways:
Fax
1-877-861-7801
Mailing address
CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, ON M5W 1A2
CIBC Client Care will acknowledge receipt of your complaint within 2 business days.
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:
Phone
1-800-308-6859 Opens your phone app. or
416-861-3313 Opens your phone app. in Toronto
Fax
1-800-308-6861 or
416-980-3754 in Toronto
Mailing address
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON M5L 1G2
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:
Phone
1-888-451-4519 Opens your phone app. or
416-287-2877 Opens your phone app. in Toronto
Fax
1-888-422-2865 or
416-225-4722 in Toronto
Mailing address
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Québec residents: Please refer to the Other options section.
Other options
If you don’t wish to submit your complaint to OBSI, other options are available to you, including taking the matter to Independent Consumer Support Agencies. These external agencies monitor Canada's financial industry to ensure compliance and reliable access to financial services.
If you are 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 Autorité des marchés financiers (AMF). 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, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window..
Help us understand the issue by using the following steps:
Step 1: Contact your private banker or private wealth executive director
In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Private Banker or Private Wealth Executive Director. Find their contact info with our online search tool Opens in a new window..
If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.
If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory.
Step 2: Contact CIBC Client Care
If your private banker or private wealth executive director is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.
You may contact CIBC Client Care a few ways:
Fax
1-877-861-7801
Mailing address
CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, ON M5W 1A2
CIBC Client Care will acknowledge receipt of your complaint within 2 business days.
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:
Phone
1-800-308-6859 Opens your phone app. or
416-861-3313 Opens your phone app. in Toronto
Fax
1-800-308-6861 or
416-980-3754 in Toronto
Mailing address
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON M5L 1G2
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:
Phone
1-888-451-4519 Opens your phone app. or
416-287-2877 Opens your phone app. in Toronto
Fax
1-888-422-2865 or
416-225-4722 in Toronto
Mailing address
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Québec residents: Please refer to the Other options section.
Other options
If you don’t wish to submit your complaint to OBSI, other options are available to you, including taking the matter to Independent Consumer Support Agencies. These external agencies monitor Canada's financial industry to ensure compliance and reliable access to financial services.
If you are 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 Autorité des marchés financiers (AMF). 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, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window..
Help us understand the issue by using the following steps:
Step 1: Contact your investment counsel
In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Investment Counsellor. Find their contact info with our online search tool Opens in a new window..
You may also reach them at the following numbers:
- Alberta: 1-800-821-3193 Opens your phone app.
- British Columbia: 1-877-681-8688 Opens your phone app.
- Ontario, Atlantic Canada, Manitoba, Saskatchewan and the territories: 1-877-363-5620 Opens your phone app.
- Quebec: 1-866-311-0113 Opens your phone app.
Our CIBC Investment Counsellors available Monday to Friday, 8:00 am to 8:00 pm ET.
If you provide a written complaint, it will be acknowledged within five 5 business days of receipt and will be followed up with a written response.
Step 2: Contact CIBC Client Care
If your investment counsellor at CIBC Private Investment is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.
You may contact CIBC Client Care a few ways:
Fax
1-877-861-7801
Mailing address
CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, ON M5W 1A2
CIBC Client Care will acknowledge receipt of your complaint within 2 business days.
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:
Phone
1-800-308-6859 Opens your phone app. or
416-861-3313 Opens your phone app. in Toronto
Fax
1-800-308-6861 or
416-980-3754 in Toronto
Mailing address
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON M5L 1G2
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:
Phone
1-888-451-4519 Opens your phone app. or
416-287-2877 Opens your phone app. in Toronto
Fax
1-888-422-2865 or
416-225-4722 in Toronto
Mailing address
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Québec residents: Please refer to the Other options section.
Other options
If you don’t wish to submit your complaint to OBSI, other options are available to you, including taking the matter to Independent Consumer Support Agencies. These external agencies monitor Canada's financial industry to ensure compliance and reliable access to financial services.
If you are 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 Autorité des marchés financiers (AMF). 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, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window..
Escalation steps for service-related complaints
Step 1: Contact your advisor or branch manager
In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Advisor or Branch Manager. Find your branch with our online search tool Opens in a new window..
You may also contact CIBC Securities Inc. at 1-800-465-3863 Opens your phone app.. Our customer service representatives are available Monday to Friday, 8 am to 8 pm ET.
If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.
If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory.
Step 2: Contact CIBC Client Care
If your advisor, branch manager or the customer service representative at CIBC Securities Inc. is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.
You may contact CIBC Client Care a few ways:
Fax
1-877-861-7801
Mailing address
CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, ON M5W 1A2
CIBC Client Care will acknowledge receipt of your complaint within 2 business days.
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:
Phone
1-800-308-6859 Opens your phone app. or
416-861-3313 Opens your phone app. in Toronto
Fax
1-800-308-6861 or
416-980-3754 in Toronto
Mailing address
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON M5L 1G2
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:
Phone
1-888-451-4519 Opens your phone app. or
416-287-2877 Opens your phone app. in Toronto
Fax
1-888-422-2865 or
416-225-4722 in Toronto
Mailing address
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Québec residents: Please refer to the Other options section.
Other options
If you don’t wish to submit your complaint to OBSI, other options are available to you, including taking the matter to Independent Consumer Support Agencies. These external agencies monitor Canada's financial industry to ensure compliance and reliable access to financial services.
You may also submit your complaint to the Mutual Fund Dealers Association of Canada (MFDA), which is the self-regulatory organization in Canada to which CIBC Securities Inc. belongs to. You may contact the MFDA in a few ways:
Mailing address
121 King Street West, Suite 1000
Toronto, ON M5H 3T9
Online complaint form
If you are 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 Autorité des marchés financiers (AMF). 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, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window..
Help us understand the issue by using the following steps:
Step 1: Contact your trust officer or reporting manager
In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Trust Officer or Reporting Manager. Find their contact info with our online search tool Opens in a new window..
You may also contact CIBC Trust at 1-877-604-9455 Opens your phone app.. Or you can call us at 1-800-668-7389 Opens your phone app.. Our trust officers are available Monday to Friday, 8:00 am to 5:30 pm ET.
If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.
Step 2: Contact CIBC Client Care
If your Trust Officer or Reporting Manager at CIBC Trust is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.
You may contact CIBC Client Care a few ways:
Fax
1-877-861-7801
Mailing address
CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, ON M5W 1A2
CIBC Client Care will acknowledge receipt of your complaint within 2 business days.
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:
Phone
1-800-308-6859 Opens your phone app. or
416-861-3313 Opens your phone app. in Toronto
Fax
1-800-308-6861 or
416-980-3754 in Toronto
Mailing address
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON M5L 1G2
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:
Phone
1-888-451-4519 Opens your phone app. or
416-287-2877 Opens your phone app. in Toronto
Fax
1-888-422-2865 or
416-225-4722 in Toronto
Mailing address
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Québec residents: Please refer to the Other options section.
Other options
If you don’t wish to submit your complaint to OBSI, other options are available to you, including taking the matter to Independent Consumer Support Agencies. These external agencies monitor Canada's financial industry to ensure compliance and reliable access to financial services.
If you are 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 Autorité des marchés financiers (AMF). 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, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window..
Help us understand the issue by using the following steps
Step 1: Contact your investment advisor or branch manager, or CIBC Wood Gundy Client Relations
In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Investment Advisor or Branch Manager. Find their contact info with our online search tool Opens in a new window..
You may also contact CIBC Wood Gundy Client Relations at 1-800-563-3193 Opens your phone app.. Our customer service representatives are available Monday to Friday, 8 am to 6 pm ET
If you provide a written complaint, it will be acknowledged within 5 business days of receipt and will be followed up with a written response.
If your complaint is a regulatory complaint, the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO). Any complaint related to the possible misconduct of your investment advisor is considered regulatory.
Step 2: Contact CIBC Client Care
If your Investment advisor, branch manager or the customer service representative at CIBC Wood Gundy Client Relations is unable to resolve your complaint to your satisfaction, you may contact the CIBC Client Care Centre Opens in a new window.. Your complaint will be assigned to a CIBC Client Care representative who will undertake a full review of your concerns.
You may contact CIBC Client Care a few ways:
Fax
1-877-861-7801
Mailing address
CIBC Client Care Centre
P.O. Box 15, Station A
Toronto, ON M5W 1A2
CIBC Client Care will acknowledge receipt of your complaint within 2 business days.
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:
Phone
1-800-308-6859 Opens your phone app. or
416-861-3313 Opens your phone app. in Toronto
Fax
1-800-308-6861 or
416-980-3754 in Toronto
Mailing address
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, ON M5L 1G2
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:
Phone
1-888-451-4519 Opens your phone app. or
416-287-2877 Opens your phone app. in Toronto
Fax
1-888-422-2865 or
416-225-4722 in Toronto
Mailing address
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Québec residents: Please refer to the Other options section.
Other options
If you don’t wish to submit your complaint to OBSI, other options are available to you, including taking the matter to Independent Consumer Support Agencies. These external agencies monitor Canada's financial industry to ensure compliance and reliable access to financial services.
If you are 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 Autorité des marchés financiers (AMF). 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, call 1-877-525-0337 Opens your phone app.. Or visit the AMF website Opens in a new window..
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