our clients 4.3 Business ethics 4.4 Human rights 4.5 Sustainable and inclusive sourcing 5.0 Appendix 4.0 Building integrity and trust 4.2 Commitment to our clients 2021 performance Focused on achieving satisfactory client resolutions The CIBC Ombudsman’s Office, which is the highest-level of complaints resolution within CIBC, resolved 45% of complaints to our clients’ satisfaction – a decrease from 50% in 2020.