Office of the Ombudsman

What is the Office of the Ombudsman?

Scotiabank's Ombudsman is appointed by and reports to the CEO. The Office of the Ombudsman was created to undertake an independent, impartial review of complaints from retail and small business customers in Canada that could not be resolved in the first two steps of Scotiabank's Complaint Resolution Process.

Who is Scotiabank's Ombudsman?

Scotiabank's Ombudsman is Charles Dougall. He has worked at Scotiabank since 1988 and has spent the last ten years involved in customer dispute resolution.

How Can the Office of the Ombudsman Help?

If your issue has not been resolved by the first two steps in Scotiabank's Complaint Resolution Process, you may wish to submit your complaint in writing to Scotiabank's Office of the Ombudsman. All correspondence with our office will be kept confidential.

Try to explain exactly what happened, including the dates of events, the names of any employees involved and copies of all relevant documents. It would also be helpful if you told us what you would like us to do for you.

Once we receive your written complaint, we will do an initial assessment to confirm that the matter falls within the mandate of our office. By submitting your complaint, you provide us with permission to discuss your issue with the relevant Scotiabank business, subsidiary or affiliate to complete this assessment. If your complaint is within our mandate and requires a full investigation, we will send to you a Consent Agreement to sign and return to us. This agreement outlines the process we will agree to follow and how we will need to interact during the investigative process and beyond.

As noted above, there are some matters that are outside our mandate. These include: credit granting policies and decisions; matters of policy such as interest rates, service charges and account closures; issues that are in the litigation process or have been decided by the courts; and transactions for which Bank records no longer exist (usually after six or seven years). For such complaints, after confirming that proper procedures have been followed by the Bank, we will write to you explaining that the issue you raised is outside our mandate.

Terms of Reference
Ombudsman's Annual Report
Tips on Avoiding Common Concerns
Frequently Asked Questions

Is Scotiabank's Ombudsman the Final Level of Appeal?

If you are not satisfied with the decision by Scotiabank's Office of the Ombudsman, you can refer your complaint to the Ombudsman for Banking Services and Investments for a further review.