CIBC Mellon Legal and Regulatory Matters
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.
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:
Mail:
Complaints and Privacy Officer
CIBC Mellon
1 York Street, Suite 900
Toronto, ON M5J 0B6, CANADA
Tel: 416-643-5000
Email: privacyofficer@cibcmellon.com
3. We have engaged the CIBC 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:
Mail:
CIBC Complaint Appeals Office
P.O. Box 342, Commerce Court
Toronto, ON M5L 1G2, CANADA
Tel: 1-888-947-5207
Online: www.cibc.com/appeal
Email: clientcomplaintappeals@cibc.com
4. If you feel your concern requires a further independent review, please contact the Ombudsman for Banking Services and Investments:
Mail:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, ON M5H 3R3, CANADA
Tel: 416-287-2877 or 1-888-451-4519 (from outside the greater Toronto area)
TTY Telephone: 1-844-358-3442
Fax: 416-225-4722 or 1-888-422-2865
Email: ombudsman@obsi.ca
Financial Consumer Agency of Canada
As a federally regulated financial institution, CIBC Mellon falls within the mandate of the Financial Consumer Agency of Canada (FCAC) for complaints by consumers. FCAC is responsible for ensuring that federally regulated financial institutions comply with federal consumer protection laws, regulations and requirements such as providing consumers with information about complaint handling procedures.
You can contact FCAC directly at any time during the complaint management process:
Mail:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9, CANADA
Tel: 1-866-461-3222 (For services in English)
Tel: 1-866-461-2232 (For services in French)
Tel: 613-960-4666 (From within the Ottawa area or outside of Canada)
TTY Tel: 1-866-914-6097 or 1-613-947-7771
Email: info@fcac-acfc.gc.ca
For more information, please visit the FCAC website at www.fcac-acfc.gc.ca.
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 Authorite des marches 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.