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