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. If you have an issue we encourage you to review our Complaints Management Policy and let us know following the steps outlined here.

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

 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 Customer Relations Officer by email or telephone as follows:

Email: [email protected]

Tel: 876-935-4959

You should provide the following information:

  • Name and contact information (including email address)
  • The nature of the issue
  • Details relevant to the issue and with whom it has already been discussed
No. 3

 Refer to the Managing Director’s Office

We expect this to be the exception, but if the issue is not resolved following the steps above you may consider escalating the matter, in writing, to the Managing Director:

Managing Director’s Office
CIBC FirstCaribbean Jamaica
23-27 Knutsford Boulevard
Kingston 5
Jamaica

Please let us know why you remain dissatisfied, and the Managing Director’s office will ensure that your matter is reviewed objectively, fairly and reasonably and respond as quickly as possible.

No. 4

 Refer to the Regulator

In the unlikely event that you are dissatisfied with the decision taken you may refer the matter to the appropriate regulator for review.