How to resolve an issue

We want to help!

At CIBC FirstCaribbean we are committed to being responsive and resolving any issues you may have as quickly as possible.

Tell us about it, and let us know where you do your banking

Let us know how we can help using one of the following options:

• Use our Resolution Centre to provide your contact information and the nature of your issue. You will receive an acknowledgment with a case number for reference purposes.
• 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 progress.

Is there more we can do?

Our team is here to help. Should the issue not be resolved to your satisfaction you may contact the Complaints Desk by letter or email as follows:

Complaints Desk
CIBC FirstCaribbean 
De Ruyterkade 61
P.O. Box 3144
Willemstad
Curaçao

Email: customercare-cur@cibcfcib.com

Be sure to clearly state:

• Your name and contact information (including email address) 
• The nature of your complaint
• Details relevant to the complaint and with whom you have already discussed the issue

Refer to the Country Head

We expect this to be the exception, but if your problem is not resolved following the steps above you may consider escalating your matter in writing to the Country Head as follows:

Country Head

CIBC FirstCaribbean 

De Ruyterkade 61

P.O. Box 3144

Willemstad

Curacao

Please let us know why you remain dissatisfied, and the office of the Country Head will ensure that your complaint is reviewed objectively, fairly and reasonably and respond as quickly as possible.

Refer to the Regulator

In the unlikely event that you are not totally satisfied with the resolution to your complaint or the decision taken within the bank you may refer your matter to the appropriate regulator for review.