CIBC Mellon's Complaint Handling Procedures

Have a concern? Here's how CIBC Mellon can help.

At CIBC Mellon, we are committed to client service excellence, and it is important that we hear your concerns. To help us resolve your concerns, please follow our complaints handling process.

This page outlines the procedures to be taken to provide for the fair, effective and expeditious handling of complaints regarding services provided by CIBC Mellon.

1. If you have a concern or complaint:

If you are a client who encounters a problem or has a concern, we encourage you to contact your relationship manager so that we can address the matter in a timely and efficient manner.

If you are an investor or retiree and you have a concern or complaint, please refer to the contact us section of our website for a list of departments that can assist you.

2. If your concern or complaint remains unresolved after speaking with the appropriate department, please contact our complaints and privacy officer in writing:

3. We have engaged the CIBC Client Complaint Appeals Office to provide an independent review process. If your concern or complaint remains unresolved after contacting our Complaints and Privacy Officer, you may contact their office directly:

4. If you feel your concern requires a further independent review, please contact the Ombudsman for Banking Services and Investments:

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes trust and loan companies, for compliance with federal consumer protection laws.

Trust and loan companies are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible trust and loan company directly.

If you are not satisfied with how your complaint has been handled or 90 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: the Ombudsman for Banking Services and Investments.

If you want to know your rights or need information about the complaint-handling process of a trust and loan company you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Quebec residents

If you are a Quebec 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 Autorité des marchés financiers (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 or visit the AMF website, which includes AMF's complaint form. CIBC Mellon will notify you in the event your complaint cannot be addressed within 60 days of receipt, which will include the reason for the delay and the date when a response will be received.