Why do you require that I write to you with my complaint?
Many of the complaints we investigate involve conversations in which the two participants have significantly different recollections of what was said and it is impossible for us to know for sure who said what to whom. Therefore, to ensure from the outset that we understand exactly what happened and what you expect us to do, we ask that you take the time to write down your complaint. When doing so, please try to include the specific dates of events as well as the names of those with whom you dealt. Try to be as detailed as possible and enclose any relevant documentation. Finally, we would appreciate your telling us what exactly you would like to see us do to resolve this issue.
You and your staff are Scotiabank employees. Are you really independent and impartial?
Yes we are. Our office is independent of all other areas of Scotiabank and reports directly to the CEO. We have the full support of the CEO to act independently and do what is right in every case we investigate. Each person in our office is committed to making recommendations based on the evidence we review regardless of which side that evidence favours.
Do you really have the authority to intervene on my behalf and overturn a decision made by the Bank?
As an independent and impartial arbitrator, an Ombudsman does not overturn a previous decision but rather makes a fair, unbiased recommendation based on all the evidence available from both sides. That recommendation can then be accepted or rejected by either party.
