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Curaçao

How to resolve a complaint

If you have a problem…we can help

At CIBC FirstCaribbean we take your concerns and complaints seriously and are committed to doing all we can to resolve all issues that come to our attention as quickly as possible.

Our employees where you do your banking are best placed to address your concerns and work with you until you are satisfied. If you have a complaint we encourage you to let us know following the steps outlined here:

Step 1: Tell us about it where you do your banking

Most concerns can be quickly resolved simply by bringing them to the attention of the Branch Manager or a member of the management team where you do your banking.

Our aim is to bring full resolution to your complaint within 10 business days. By this time in the majority of cases, we expect to be able to advise you that the matter has been made right to your satisfaction. If we are unable to resolve your complaint within this timeframe, we will advise you and continue to keep you informed of our progress towards resolution.

Step 2: Is there more we can do?

Our team is here to help. If we were not able to resolve the problem to your satisfaction where you do your banking you may refer the issue to the Complaints Desk in writing, by letter or email as follows:

Email: customercare-cur@cibcfcib.com
Complaints Desk
CIBC FirstCaribbean
De Ruyterkade 61
P.O. Box 3144
Willemstad
Curacao

    Be sure to clearly state:
  • Your name and contact information (including email address)
  • The nature of your complaint
  • Details relevant to the complaint and with whom you have already discussed the issue
Step 3: Refer to the Country Head

We expect this to be the exception, but if your problem is not resolved following the steps above you may consider escalating your matter in writing to the Country Head as follows:

Country Head
CIBC FirstCaribbean
De Ruyterkade 61
P.O. Box 3144
Willemstad
Curacao

Step 4: Refer to the Regulator

In the unlikely event that you are not totally satisfied with the resolution to your complaint or the decision taken within the bank you may refer your matter to the appropriate regulator for review.

Complaints Policy and Procedures Manual (PDF, 105 KB)