Legal

Complaint Resolution Process

To ensure your complaint is dealt with as quickly as possible, please follow these steps.

Step 1: Contact CIBC Investor’s Edge

In most cases, a complaint can be resolved simply by telling us about it. You may speak to an Investment Representative by contacting the CIBC Investor's Edge Contact Centre Monday to Friday 8:00 am to 8:00 pm ET at the numbers below:

Toll Free: Opens your phone app.1-800-567-3343Opens your phone app.
In Toronto: 416-980-3343Opens your phone app.

If you are not satisfied with the resolution provided by the representative, ask to speak with a supervisor or team leader. They have the capability to solve most problems immediately.

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.

If your complaint is a regulatory complaint (for example, related to the possible misconduct on the part of CIBC Investor’s Edge), the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO)*.

Step 2: Contact CIBC Client Care

If your complaint was not resolved to your satisfaction, you may contact the CIBC Client Care Centre. Your complaint will be assigned to a CIBC Client Care Representative who will undertake a full review of your concerns.

You may contact the CIBC Client Care Centre by phone, fax or mail:

Telephone: 1-800-465-2255Opens your phone app.
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 two (2) business days.

Step 3: Contact the CIBC Ombudsman

If, after taking the first two steps, you are still dissatisfied with our decision, you may escalate your complaint to the CIBC Ombudsman.

You may contact the Ombudsman by phone, fax, e-mail or mail:

Telephone: Opens your phone app.1-800-308-6859Opens your phone app. or 416-861-3313Opens your phone app. in Toronto
Fax: 1-800-308-6861 or 416-980-3754 in Toronto
E-mail: ombudsman@cibc.com Opens your email app.

Mailing Address:
CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto ON M5L 1G2
 

Other options

If you would like to pursue other options to make your complaint, refer to the brochure, An Investor's Guide to Making a Complaint (PDF, 2.9 MB) Opens in a new window..

*Regulatory complaints

CIBC Investor Services Inc. is regulated by the Investment Industry Regulatory Organization of Canada (IIROC). If your complaint is a regulatory complaint (for example, related to the possible misconduct of your Advisor), the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO), at which time you will receive an acknowledgement of your complaint within five business days of receipt of the complaint. The acknowledgment letter will include the contact information of the person examining your complaint, a summary of our complaint handling process, the timeframe in which you can expect to receive a substantive response to your complaint, and the escalation steps available to you should you remain dissatisfied with our findings or if you do not receive a substantive response within 90 calendar days of making your complaint. You will also receive a copy of the brochure, An Investor's Guide to Making a Complaint (PDF, 2.9 MB)Opens a new window in your browser . Should we determine that a substantive response cannot be provided within 90 calendar days, you will receive a letter outlining the reasons for the delay, a date that a substantive response will be provided, as well as other options available to you.

Once a review of your complaint has been completed, you will be provided with a substantive response letter, which will include a summary of your complaint, an explanation of our investigation, a final decision and options available to you if you are dissatisfied with this decision. If you are dissatisfied with the handling of your complaint, you may contact the DCO at:

CIBC Wealth Management,
C/O Designated Complaints Officer
P.O. Box 342
Commerce Court
Toronto ON M5L 1G2