About CIBC Mellon

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.

Accessibility for Ontarians with Disabilities Act (AODA) – Customer Service Standard

CIBC Mellon is committed to making customer service accessible to persons with disabilities.  We strive to provide service that respects the dignity and independence of persons with disabilities and welcome feedback about accessibility at CIBC Mellon. 

Feedback, comments or concerns regarding the manner in which CIBC Mellon provides service to persons with disabilities can be directed to CIBC Mellon Corporate Affairs by the means indicated below. 

Corporate Affairs will review the feedback, comments or concerns and will contact the client, as required. 

In Person: CIBC Mellon, 1 York Street, Suite 500, Toronto, ON M5J 0B6, CANADA
By Mail: CIBC Mellon Corporate Affairs, 1 York Street, Suite 900, Toronto, ON M5J 0B6, CANADA
By Email: corporate_affairs@cibcmellon.com

Please note that our Accessibility for Ontarians with Disabilities Policy and Multi-Year Plan can be found on our corporate website and are available upon request. If you require the Policy in a format other than printed text, we will work with you to provide a suitable format.