CIBC: Your Rights

Matters Lawyers Handle in This Sector

• Account and card disputes
• Mortgage servicing, penalties and discharges
• Business lending and security
• Investment suitability

Your Rights

• Internal complaint process with a written response
• External escalation once internal steps are complete
• Access and correction of personal information

How to Escalate a Matter

1. 1Internal complaint process

   First step, in writing.

2. 2Ombudsman for Banking Services and Investments (OBSI)

   External complaints body.

3. 3Financial Consumer Agency of Canada (FCAC)

   Consumer-protection oversight.

Escalation routes and their requirements change. Confirm the current process before relying on it.

Frequently Asked Questions

My mortgage is paid but not discharged — what can I do?

Lenders have obligations to discharge within a reasonable period. Send a written demand, keep the record, and escalate to the complaint process or a lawyer if it is not actioned.

This page is educational information about the regulatory framework and your options in this sector. It is not legal advice, contains no complaints, ratings, reviews or rankings, and makes no statement about the conduct of any organization. LegalCounselNearMe is not a law firm and is not affiliated with CIBC.