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.


No. 1

 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.


No. 2

 Refer it to a higher level for review

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


No. 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 issue, 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 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.