Our Feedback Process
If you have a problem...we can help
We are committed to ensuring that in every interaction, each of our customers experiences professionalism, receives assistance and personal service that meets their needs and exceeds their expectations. We do, however, accept that there may be times when things go wrong and you feel dissatisfied. Letting us know about these times, gives us the opportunity to address your concerns and improve service in the future for everyone.
Our employees where you do your business are best placed to address your concerns and work with you until you are satisfied. We expect every CIBC FirstCaribbean employee who receives a complaint to take ownership and ensure that it is resolved quickly.
If you have an issue or are dissatisfied, we encourage you to let us know following our established complaints procedure outlined below:
Step 1: Tell us about it where you do your banking
Most concerns can be quickly resolved simply by bringing them to the attention to the Branch Manager or a member of the management team where you do business with us.
Our aim is to bring full resolution to your complaint within 10 business days. By this time in the majority of circumstances, we expect to be able to advise you that the matter has been put right. If we are unable to resolve your complaint within this timeframe, we will advise you and continue to keep you informed of progress.
Step 2: Refer it to a higher level for review:
In the unlikely event that your concerns cannot be resolved at branch level, please write to the Country Head of the country in which your account is domiciled. 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 complaint
- All relevant details and with whom you have already discussed the issue
Step 3: Refer to Head office
We expect this to be the exception, however, if you remain uncomfortable with the level of service or resolution of your complaint/concern, you may address your correspondence to the Chief Executive Officer, CIBC FirstCaribbean International Bank Head Office, Warrens, Barbados.
You will need to let us know why you remain dissatisfied, and the CEO's office will ensure that your complaint is reviewed objectively, fairly and reasonably. Either a member of our Executive Complaints Office or a Senior Manager will then respond on behalf of the CEO.
