Important information for personal banking customers.Details

Personal Banking


Being a President's Choice Financial services customer means you have control over how your information is collected, used and disclosed. We are committed to keeping your privacy protected and your information confidential at all times.

Keep reading for a summary of this policy and how it is put into practice for President's Choice Financial products and services.

  • Open/Close your rights with regards to privacy and being treated fairly

    As a provider of President's Choice Financial services, we are committed to satisfying the needs of Canadians by creating unprecedented value in banking and offering something better.
    Open and straightforward communication is part of this commitment. That is why it's so important to make you aware of your rights as our customer.

  • Open/Close your privacy rights

    We take your privacy very seriously. We maintain a privacy policy and procedures that reinforce our commitment to you. A copy of the CIBC Privacy Policy is available by calling 1-888-723-8881 or visiting We encourage you to read this privacy policy so you can understand how we collect, use, share, and protect your personal information and how you can manage your information in a way that best suits you. Below, we describe some of the highlights of our privacy policy and how we put this policy into practice for President's Choice Financial products and services.

  • Open/Close why we need your personal information

    We collect, use and share personal information about you throughout our relationship for a variety of reasons, including to:

    • establish your identity and determine your eligibility for products or services
    • provide you with products or services
    • communicate with you by various methods including email, text (SMS), telephone, fax, or other telecommunication channels
    • understand who you are, your financial needs, and what products, services, and promotions may be of interest to you
    • better manage and improve your overall relationship with us
    • use third party service providers to perform services on our behalf
    • meet tax or legal and regulatory obligations
    • protect you and us from error and criminal activity including the prevention, detection and investigation of fraud, money laundering, cyber threats and other such risks and threats.

    The type of personal information we collect includes contact, identity, financial, transactional and other information that helps us to understand more about you. Health information may be required to determine eligibility for, or benefits under, health related products or services such as insurance. Due to its sensitive nature, health information will not be used or shared for marketing or loan assessment purposes.
    We obtain most of your personal information directly from you and through your use of products and services we provide. Some information may be obtained from other sources such as credit bureaus, references you have provided, government agencies and registries, or public records.

  • Open/Close your consent to sharing information for the purposes of the loyalty program

    You consent to us sharing information about you and your President's Choice Financial products and services with President's Choice Services Inc., or any of its affiliated entities, for the purposes of participating in the loyalty program that earns you PC points. This includes sharing information about you to enroll you in the loyalty program, to calculate and provide information to you about PC points that you have earned, to understand your needs and recommend products and services and also for reporting on and analyzing the program’s performance, developing new benefits, products or services, and conducting market research.

    Your information, once shared for the purposes of participating in the loyalty program, will be collected, used and shared in accordance with Loblaw Companies Limited privacy policy. For further details about loyalty program, the ways that your loyalty information may be used, and how to opt out of receiving personalized secondary marketing under the loyalty program, go to the “Privacy” section of and click on “PC points and President’s Choice Financial® MasterCard®".

    Enrolment of President's Choice Financial services customers in the loyalty program is central to the business arrangement between us and Loblaw Companies Limited, its affiliates and subsidiaries. If you wish to withdraw your consent to share information for the loyalty program, we will be unable to offer you President's Choice Financial products and services.

  • Open/Close sharing your information with other people

    Where you might be a victim of fraud, financial abuse, or other illegal activity we may share information with the appropriate legal or governmental authorities, your next of kin or any other appropriate person. In these circumstances, we will share information we believe is reasonably necessary to protect your interests.
    We share information to protect our rights or interests (e.g., to collect on a debt) or in order to comply with any legal or regulatory obligations.

  • Open/Close you can choose not to receive marketing

    We want every President's Choice Financial services customer to be fully aware of new and existing products and services that will save you time and money, including special promotions that you may wish to take advantage of. From time to time, we may offer you these products and services by mail, telephone, e-mail or other means.

    If you do not wish to receive this information, simply tell us through any one of the options listed under the "need to contact us?" section and we'll respect your preference. If you withdraw your consent to receive marketing, this will not limit information that we may provide to you through discussions with any of our associates, through general marketing or servicing channels, or information we send you that is related to your existing products and services or is permitted or required by law.

  • Open/Close you can withdraw your consent

    Subject to certain restrictions, you can withdraw your consent to our collection, use or sharing of your information at any time upon giving us reasonable notice. However, withdrawing your consent may limit or prevent us from providing you with, or being able to continue to provide you with, specific products or services. For example, if you choose not to provide us with your Social Insurance Number (SIN), we will not be able to provide you with any product where the collection of SIN is required under tax law (e.g., a registered product like an RRSP).

    Including your SIN in a credit bureau request is the best way to make sure the credit bureau information accurately refers to you. However, this use of your SIN is optional and if you choose not to give your permission, this by itself will not prevent you from qualifying for products or services.

    In certain circumstances your consent cannot be withdrawn. For example, you may not withdraw your consent where our collection, use or sharing is permitted or required by law. Also, in order to maintain the integrity of the credit reporting system, we may periodically update your information with credit bureaus as long as you have a credit product or service with us and for a reasonable period of time afterwards. Your consent to the exchange of information cannot be withdrawn during this time.

  • Open/Close reviewing and making corrections to your information

    You can always review your personal information held by us and, where appropriate, make corrections to it. Just call 1-888-723-8881 and we'll be pleased to assist you further. Much of your information is available to you through your account statements, by accessing your account online, or over the telephone.

    If you require other information, we may ask you to put your access request in writing (usually by completing a form) and that you provide us with the details to help us understand your request and conduct our search for your information. There may be a charge to provide access to your information; if so, we’ll advise you beforehand. If you have a sensory disability, you may request your information to be made available in an alternative format. There may be limits on your right to access your information.

  • Open/Close voluntary codes of conduct and public commitments

    As part of our commitment to protect you, our customer, we have adopted a number of “Voluntary Codes of Conduct and Public Commitments". These guidelines and commitments establish the standards you can expect when you do business with us.

    • Canadian Code of Practice for Consumer Debit Card Services
    • Code of Conduct for Authorized Insurance Activities
    • Code of Conduct for Federally Regulated Financial Institutions — Mortgage Prepayment Information
    • Commitment on Modification or Replacement of Existing Products or Services
    • Guidelines for Transfers of Registered Plans
    • Online Payments
    • Plain Language Mortgage Documents
    • Principles of Consumer Protection for Electronic Commerce

    For more details on all of our voluntary codes, please go to

  • Open/Close need to contact us?

    If you require any clarification about your rights to privacy or wish to exercise any of your rights above, please contact us by:

    • calling 1-888-723-8881
    • submitting an easy online feedback form
    • writing to us at:
      President's Choice Financial services
      P.O. Box 603, Stn. Agincourt
      Scarborough, ON M1S 5K9
    • The above mailing address can only receive mail sent through regular post. Couriers such as UPS and Purolator cannot deliver to a PO Box.
    • Courier delivery address:
      CIBC, Attention: PCF
      305 Milner Avenue, 5th Floor

      Scarborough, ON

      M1B 3V4
  • Open/Close your right to being treated fairly and to having your concerns heard

    We are committed to our customers and your feedback is very important in ensuring we are meeting your expectations and continuously improving your experience with us. If at any time you have any concerns please let us know right away.

    We'll make every effort to resolve the issue within a time period that's agreeable to you.

  • Open/Close how to resolve concerns with President's Choice Financial services
    • talk to us. We constantly strive for excellence in customer service, however, despite our best efforts, errors occasionally do occur. If you have a concern, please let us know right away by:
      • calling 1-888-723-8881 and discussing with one of our Personal Banking Representatives or Team Leaders
      • calling the following numbers for issues surrounding President's Choice Financial Mortgages: 1-888-276-3744 (before funding) or 1-888-866-0866 (after funding)
      • submitting an easy online feedback form open dialog
      • writing to us at:
        President's Choice Financial services 
        P.O. Box 603, Stn. Agincourt
        Scarborough, ON
      • M1S 5K9
    • The above mailing address can only receive mail sent through regular post. Couriers such as UPS and Purolator cannot deliver to a PO Box.
    • Courier delivery address:
      CIBC, Attention: PCF
      305 Milner Avenue, 5th Floor
      Scarborough, ON
      M1B 3V4
    • contact our Customer Care Centre. If your concern is not resolved to your satisfaction by any of the above means, you can:
      • call us at 1-888-723-8881 and ask to be transferred or referred to a Customer Care Manager
      • write to the attention of our Customer Care Centre at the address indicated above
    • your right to an independent review. Assuming you have followed the complaint escalation steps outlined above and you remain unsatisfied with Customer Care's resolution, you can contact the CIBC Ombudsman. Then, if the matter falls within the CIBC Ombudsman’s mandate (, and providing legal action has not been taken on the matter, the Ombudsman will conduct a further investigation. You can reach the CIBC Ombudsman by:
      • phone: 1-800-308-6859 (Toronto area: 416-861-3313)
      • fax: 1-800-308-6861 (Toronto area: 416-980-3754)
      • e-mail: open dialog
      • mail:
        CIBC Ombudsman
        P.O. Box 342, Commerce Court
        Toronto, ON
        M5L 1G2

      If the above steps do not resolve your complaint, you may consider escalating the matter to Independent Consumer Support Agencies. There are a number of external agencies that monitor Canada’s financial industry to ensure compliance and reliable access to financial services.

      Ombudsman For Banking Services And Investments (OBSI)

      You can contact the OBSI who is independent from CIBC and whose purpose is to review your personal or business complaint when you do not accept the decision of the CIBC Ombudsman; or when 90 days have elapsed since escalating your concerns to our Customer Care Centre. Where appropriate, OBSI may seek the assistance of the firm’s internal complaint-resolution staff – including the internal bank ombudsman – to facilitate the earliest possible resolution of your complaint. You can reach the OBSI by:

      If you choose to contact the OBSI at the conclusion of the CIBC Ombudsman investigation, you should do so, within six months from the date of CIBC’s response to you, as OBSI reserves the right to decline any investigation after that time.

      The Financial Consumer Agency Of Canada (FCAC)

      You can also contact the FCAC. The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. The FCAC also helps educate consumers and monitors voluntary codes of conduct and public commitments designed to protect the interests of consumers. Federal consumer protection laws affect you in a number of ways. For example, financial institutions must provide you with information about their charges, interest rates and complaint handling procedures. If you have a regulatory complaint or a complaint concerning a voluntary code of conduct, you can contact the FCAC by:

      • phone: 1-866-461-3222
        1-866-461-2232, en français
      • web site: open dialog
      • mail:
        Financial Consumer Agency of Canada
        6th Floor, Enterprise Building
        427 Laurier Ave. West
        Ottawa, ON
        K1R 1B9

      The FCAC will determine whether the financial institution is in compliance. It will not, however resolve individual consumer complaints.

      The Privacy Commissioner of Canada

      If your concern involves a privacy issue you may contact the Office of the Privacy Commissioner of Canada by:

      Effective February 3, 2014