Independent Consumer Support Agencies

In addition to CIBC's service commitment to you, there are a number of external agencies that monitor Canada's financial industry to ensure compliance and reliable access to financial services.

Ombudsman for Banking Services and Investments (OBSI)

OBSI is independent from CIBC. You have the right to ask OBSI to review your complaint about banking products and services or investments. After the Client Complaint Appeals Office (CCAO) investigation, you have up to 6 months after the date of CIBC’s response to you to contact OBSI. OBSI reserves the right to decline requests for investigations after 6 months have passed since CIBC responded to your complaint.

Where appropriate, OBSI may ask the CCAO to help them find the earliest possible resolution of your complaint.

You can reach OBSI online or by phone, fax, email or mail.

Online: OBSI Opens in a new window.

Phone: 1-888-451-4519 Opens your phone app. or 1-844-358-3442 for teletype devices. Opens your phone app. (TTY)

Fax: 1-888-422-2865

Email: ombudsman@obsi.ca Opens your email app.

Mail: Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario
M5H 3R3

The Financial Consumer Agency of Canada (FCAC)

The FCAC supervises federally-regulated financial institutions, such as CIBC, to ensure they comply with federal consumer protection laws.

Federal consumer protection laws affect you in a number of ways. For example, financial institutions must provide you with information about their fees, interest rates and complaint handling procedures.

The FCAC also helps educate consumers and monitors voluntary codes of conduct and public commitments designed to protect the interest of consumers.

If you have a regulatory complaint, or a complaint concerning a voluntary code of conduct, you can contact the FCAC online, by phone or by mail.

Online: FCAC Opens in a new window.

Phone: 1-866-461-3222 Opens your phone app.

TTY: 613-947-7771 for teletype devices. Opens your phone app. or 1-866-914-6097 for teletype devices. Opens your phone app.

Mail: Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor, Enterprise Building
Ottawa, Ontario
K1R 1B9

The FCAC will determine whether the financial institution is in compliance. It will not, however, resolve individual consumer complaints.

Investment Industry Regulatory Organization of Canada (IIROC)

IIROC is the self-regulatory organization in Canada to which CIBC World Markets Inc. and CIBC Investor Services Inc. are registered members. CIBC Wood Gundy is a division of CIBC World Markets Inc. CIBC Investor’s Edge, CIBC Imperial Investor Services and CIBC Private Banking are divisions of CIBC Investor Services Inc. IIROC has a dedicated Complaints and Inquiries department, which you can contact by phone, fax, email or mail.

Phone: 1-877-442-4322 Opens your phone app.

Fax: 1-888-497-6172

Email: investorinquiries@iiroc.ca Opens your email app.

Mail: IIROC Head Office
121 King Street West, Suite 2000
Toronto, Ontario
M5H 3T9

For complete details on how to report a regulatory misconduct to the Complaints and Inquiries Department of IIROC, please visit IIROC’s How to Make a Complaint page Opens in a new window..

Mutual Fund Dealers Association of Canada (MFDA)

The MFDA is the self-regulatory organization in Canada to which CIBC Securities Inc. belongs. You may contact the MFDA by filling in an online complaint form, or by phone, email or mail.

Online complaint form: MFDA Opens in a new window.

Phone: 1-888-466-6332 Opens your phone app.

Email: complaints@mfda.ca Opens your email app.

Mail: MFDA
121 King Street West, Suite 1000
Toronto, Ontario
M5H 3T9

The Privacy Commissioner of Canada

If your concern involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada online or by phone, fax or mail.

Online: The Privacy Commissioner of Canada Opens in a new window.

Phone: 819-994-5444 Opens your phone app. or 1-800-282-1376 Opens your phone app.

Fax: 819-994-5424

Mail: Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Québec
K1A 1H3

Autorité des marchés financiers (AMF) (Québec residents)

If you’re 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 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..