How to resolve a complaint

If you have a problem...we can help

At CIBC FirstCaribbean we take your concerns and complaints seriously and are committed to doing all we can to resolve all issues that come to our attention as quickly as possible.

Our employees where you do your banking are best placed to address your concerns and work with you until you are satisfied. If you have a complaint we encourage you to let us know following the complaint procedure outlined here:

Step 1: Tell us about it, and let us know 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 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 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:

Chief Executive Officer

CIBC FirstCaribbean

The Michael Mansoor Building

Warrens, St. Michael



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.