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How to resolve a complaint

Curaçao

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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 Managing Director, Dutch Caribbean

Should you remain dissatisfied with the level of service or resolution of your complaint, you may address your correspondence to:

Managing Director, Dutch Caribbean
CIBC FirstCaribbean
De Ruyterkade 61
P.O. Box 3144
Willemstad
Curacao

Please let us know why you remain dissatisfied, and the Managing Director’s office will ensure that your complaint is reviewed objectively, fairly and reasonably and respond as quickly as possible.

Step 5: 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)

Jamaica

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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. Should the complaint not be resolved to your satisfaction where you do your banking, you may refer the issue to the Customer Relations Officer by email or telephone as follows:

Email: customercare-jam@cibcfcib.com
Tel: 876-935-4959

    You should provide the following information:
  • Name and contact information (including email address)
  • The nature of the complaint
  • Details relevant to the complaint and with whom it has already been discussed
Step 3: Refer to the Managing Director’s Office

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

Managing Director’s Office
CIBC FirstCaribbean Jamaica
23-27 Knutsford Boulevard
Kingston 5
Jamaica

Please let us know why you remain dissatisfied, and the Managing Director’s office will ensure that your complaint is reviewed objectively, fairly and reasonably and respond as quickly as possible.

Step 4: Refer to the Regulator

In the unlikely event that you are dissatisfied with the decision taken you may refer the matter to the appropriate regulator for review.

Complaints Policy and Procedures Manual (PDF, 368 KB)
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 complaint procedure 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 to the Branch Manager or a member of the management team where you do business with us.

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

Step 2: Refer it to a higher level for review

In the unlikely event that your concerns cannot be resolved at branch level, please write to the Country Head of the country in which your account is held. Your concern will be reviewed and investigated and we aim to provide you with a full response within 10 business days. If there is reason for further delay, we will keep you informed and let you know how the investigation is progressing.

Be sure to clearly state:
  • Your name and contact information
  • The nature of your complaint
  • All relevant details and with whom you have already discussed the issue
Step 3: Refer to Head office

We expect this to be the exception; however, if you remain uncomfortable with the level of service or resolution of your complaint/concern, you may address your correspondence to the Chief Executive Officer, CIBC FirstCaribbean, The Michael Mansoor Building, Warrens, St. Michael, Barbados.

You will need to let us know why you remain dissatisfied, and the CEO's office will ensure that your complaint is reviewed objectively, fairly and reasonably. Either a member of our Executive Complaints Office or a Senior Manager will then respond on behalf of the CEO.


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