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
CIBC Client Care Centre
P.O. Box 15
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:
- Telephone: 1-800-308-6859 or 416-861-3313 in Toronto
- Fax: 1-800-308-6861 or 416-980-3754 in Toronto
- E-mail: firstname.lastname@example.org
P.O. Box 342
If you would like to pursue other options to make your complaint, please refer to the brochure, An Investor's Guide to Making a Complaint.
CIBC World Markets 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 acknowledgement 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. 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,
Designated Complaints Officer
C/O P.O. Box 342
The information contained herein is considered accurate at the time of posting. CIBC and CIBC World Markets Inc. reserve the right to change any of it without prior notice. It is for general information purposes only.