Our customers come first in everything we do. If you have a complaint, we encourage you to let us know and give us the opportunity to resolve your concerns. We promise to address your complaint efficiently, professionally, and in a timely manner, as retaining client confidence and trust is of utmost importance to CXI.
Ideally, problems should be resolved directly between the parties concerned, at a branch or corporate level, but that is not always possible. For those situations, we have created these procedures to provide assistance to customers in resolving disputes, and to communicate, when necessary, with regulators as may be required.
If you have a complaint about a product or service that you requested from us, please follow the following procedures, which are intended to assist in the satisfactory resolution of customer disputes:
Step 1: Talk to Us
Talk to your CXI business representative. If your concerns are not resolved, please contact the relevant manager at the location in question.
Step 2: Escalate to a Senior Manager
If you are dissatisfied with the response or your complaint is unresolved after following Step 1, you may escalate by calling our main office at 888-839-8298 or submitting the form below.
Generally, we are committed to returning your call within 48 business hours to discuss the matter with you. Subsequently, the person in charge of your file will take all necessary measures to try to resolve the problem as quickly as possible.