• Use our Resolution Centre via cibccaribbean.com/resolution-centre.  Here, you will need to provide your contact information and the nature of your issue. You will receive an acknowledgment with a case number for reference purposes
• Contact our Contact Centre toll free at 1 866 743-2257
• Bring your issue to the attention of the branch manager or contact where you do your banking

Our aim is to bring full resolution to your issue within 10 business days. If we are unable to do so within this timeframe, we will advise you and continue to keep you informed of the progress.

In the unlikely event that you are not satisfied with the resolution, please write to the Country Head of the country in which your account is held. Your concern will be reviewed and investigated and we aim to provide you with a full response within 10 business days. If there is reason for further delay, we will keep you informed and let you know how the investigation is progressing.

Be sure to clearly state:

• Your name and contact information
• The nature of your issue
• All relevant details and with whom you have already discussed the issue

We expect this to be the exception; however, if you remain uncomfortable with the level of service or resolution of your issue, you may address your correspondence to:

Mark St. Hill
Chief Executive Officer
CIBC Caribbean
The Michael Mansoor Building
Warrens, St. Michael
BB12206
Barbados

You will need to let us know why you remain dissatisfied, and the CEO's office will ensure that your matter is reviewed objectively, fairly and reasonably. Either a member of our Executive Client Relations Office or a Senior Manager will then respond on behalf of the CEO.

If you are not satisfied with the way we addressed your complaint, you may contact the ombudsman or regulatory or oversight body in the country in which your account is held. You can find a list of holding and operating companies of CIBC in the Caribbean and the corresponding regulatory and oversight bodies in the countries where we do business here.