The Scotiatrust complaint resolution process
Fair and timely resolutions to your concerns.
We’re here to provide exemplary service to every Scotiatrust client. In the event that something does go wrong, we will make every effort to resolve the issue in a timely and courteous manner.
Your first step
Please speak to your trust officer or account manager at your servicing branch. If your trust officer or account manager is unable to resolve your concern, please speak directly with the Market Lead who has the authority to resolve the majority of problems that may arise.
You can call 1-800-4-SCOTIA or 1-800-472-6842.
Your second step
As Scotiatrust is a wholly owned subsidiary of The Bank of Nova Scotia, you may wish to contact a representative of the Escalated Customer Concerns Office (ECCO) if the branch has been unable to resolve your concern to your satisfaction:
Escalated Customer Concerns Office
44 King Street West
Toronto, Ontario M5H 1H1
Telephone: English 1-877-700-0043 (in Toronto: 416-933-1700)
Telephone: Français: 1-877-700-0044 (in Toronto 416-933-1780)
Email: escalatedconcerns@scotiabank.com
Your third step
Scotiabank Customer Complaints Appeals Office
If you have gone through the first two steps and remain dissatisfied, you can contact the Scotiabank Customer Complaints Appeals Office which can provide an impartial review of unresolved client complaints. You can contact the Scotiabank group of companies' Customer Complaints Appeals Office:
Customer Complaints Appeals Office
44 King Street West
Toronto, ON M5H 1H1
Telephone: toll-free at 1-800-785-8772
Email: ccao@scotiabank.com
Third party complaint-handling process
Ombudsman of Banking Services and Investments (OBSI)
You may submit your complaint to the Ombudsman for Banking Services and Investments (“OBSI”), an independent, industry-based, dispute resolution agency available to consumers of financial services. OBSI’s services are free.
You may submit your complaint to OBSI if:
- we have not provided you with our decision within 90 days of receiving your complaint.
- you are not satisfied after we have responded to your complaint.
- you have escalated your complaint to the Scotiabank Customer Complaints Appeals Office and are not satisfied after the Scotiabank Customer Complaints Appeals Office has responded to your complaint. You may escalate your complaint to OBSI without first going to the Scotiabank Customer Complaints Appeals Office.
You have up to 180 days after we provide you with our decision to refer your complaint to OBSI. For more information about OBSI, visit www.obsi.ca.
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto ON M5H 3R3
Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Complaints related to regulatory matters
Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (“FCAC”) supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. For example, financial institutions must provide consumers with information about fees, interest rates and complaint-handling procedures. If you have a complaint regarding such a regulatory matter, you can contact the FCAC at:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor,
Ottawa, Ontario K1R 1B9
Telephone: 1-866-461-3222 (English) 1-866-461-2232 (French)
Fax: 1-866-814-2224 / 1-613-941-1436
Website: www.fcac-acfc.gc.ca
Note for Quebec clients
Autorité des marchés financiers
The Autorité des marchés financiers (AMF) is the body mandated by the Québec government to regulate Québec’s financial markets and assist consumers of financial products and services. If you are not satisfied with the response provided through the Scotiabank complaint resolution process and the complaint relates to products or services provided in the province of Québec, you may ask for your complaint to be escalated to the AMF instead of ADR Chambers Banking Ombudsman.
Autorité des marchés financiers
Place de la Cité, tour Cominar
2640, boulevard Laurier, bureau 400
Québec, Québec G1V 5C1
Telephone : 1-877-525-0337
www.lautorite.qc.ca