Complaint Resolution Commitment

At CIBC Wood Gundy, our goal is to respond to all client feedback effectively and efficiently. We're committed to listening to your complaints and resolving all issues that come to our attention.

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

STEP ONE: Contact your Investment Advisor, Branch Manager, or CIBC Wood Gundy Client Relations

In most cases, a complaint can be resolved simply by telling us about it. You may speak directly to your CIBC Wood Gundy Investment Advisor or Branch Manager. You may also contact CIBC Wood Gundy Client Relations at 1-800-563-3193. Our Client Relations Representatives are available Monday to Friday, 8:00 a.m. to 6:00 p.m. Eastern Time.

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 of your Investment Advisor), the complaint may be forwarded to CIBC's Designated Complaints Officer (DCO).*

STEP TWO: Contact CIBC Client Care

If your Investment Advisor, Branch Manager or the Client Relations Representative at CIBC Wood Gundy is unable to resolve your complaint 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: 1-800-465-2255
  • Fax: 1-877-861-7801
  • Mailing address:

CIBC Client Care Centre
P.O. Box 15
Station A
Toronto, ON
M5W 1A2

 

CIBC Customer Care will acknowledge receipt of your complaint within 2 business days.

STEP THREE: 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:

CIBC Ombudsman
P.O. Box 342
Commerce Court
Toronto, Ontario
M5L 1G2

 

OTHER OPTIONS

If you would like to pursue other options to make your complaint, please refer to the brochure, An Investor's Guide to Making a ComplaintOpens a new window in your browser..