How to Resolve Your Complaints

Do you have a complaint about a Scotiabank product or service? At Scotiabank, it’s our aim to find a fair and timely solution – we put customers first. Find out how to have your complaint resolved quickly.

  1. Talk to the people at your Branch or Service Centre
    If the person you speak to at the branch/service centre where you do business is not able to resolve your concern to your satisfaction, please speak directly to the Manager, who has the authority to resolve the majority of problems that arise.

  2. Contact the Office of the President
    If the Manager has been unable to resolve your complaint satisfactorily, a representative of the President will be pleased to assist you.
    Office of the President
    Telephone English 1-877-700-0043
    (in Toronto 416-933-1700)
    French 1-877-700-0044
    (in Toronto 416-933-1780)
    Fax 1-877-700-0045
    (in Toronto 416-933-1777)
    e-mail mail.president@scotiabank.com
    Mail The President, Scotiabank,
    44 King Street West
    Toronto, ON M5H 1H1
  3. Contact Scotiabank's Ombudsman
    Scotiabank's Ombudsman, who reports directly to our CEO, has been appointed to undertake an impartial review of all unresolved customer complaints. If you have gone through the first two steps and remain dissatisfied, submit your complaint to the Ombudsman in writing.
    Office of the Ombudsman
    Mail Scotiabank Ombudsman
    44 King Street West
    Toronto, ON M5H 1H1
    Fax 1-866-787-7061
    e-mail ombudsman@scotiabank.com
    Telephone 1-800-785-8772
    (in Toronto 416-933-3299)
    Still not satisfied?

    There is the Ombudsman for Banking Services and Investments (OBSI)
    An independent Ombudsman has been appointed to serve the interests of customers of Canadian banks and investment firms. If you are not satisfied with our Ombudsman’s response, you can refer your complaint to the OBSI. While we would expect to resolve your complaint within 90 days, if our best efforts have been unable to provide a resolution in that time, you may refer your complaint to the OBSI.
    Ombudsman for Banking Services & Investments
    Mail Ombudsman for Banking Services
    and Investments
    401 Bay Street, Suite 1505
    P.O. Box 5
    Toronto, ON M5H 2Y4
    Fax 1-888-422-2865
    e-mail ombudsman@obsi.ca
    Website www.obsi.ca
    Telephone 1-888-451-4519


    Contact the Financial Consumer Agency of Canada (FCAC)

    The 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. They must also provide proper notice of closing a branch and, subject to certain conditions, must cash a federal government cheque up to $1,500 and open a deposit account when acceptable identification is presented. If you have a complaint about such a regulatory matter, you can contact the FCAC in writing at:
    Financial Consumer Agency of Canada
    Mail Financial Consumer Agency of Canada
    6th Floor, Enterprise Building
    427 Laurier Avenue West
    Ottawa, Ontario
    K1R 1B9
    Telephone 1-866-461-3222
    Website www.fcac-acfc.gc.ca