Complaint Handling Procedures

Where and how to air your grievances.

The following outlines Scotia iTRADE's client complaint handling policy and procedure to ensure that we provide you with a fair and timely resolution to your escalated concerns.


At a glance A convenient way to forward your issues and concerns.

A complaint is your expression of dissatisfaction either verbally or in writing and should be submitted directly by you or by someone who is authorized to act on your behalf.1

Service related matters

If the complaint is deemed to be service related1 it will be handled directly by one of our designated Customer Service Specialists.

You may forward your complaint directly to:

Director
Client Experience
40 King Street West, 5th Floor
Toronto, Ontario, M5H 1H1

You will receive an acknowledgement letter by mail within 5 business days of receiving your complaint and the name of the individual who is conducting the review.

Securities related matters

If the client complaint is deemed to be securities related2, it should be forwarded to:

Designated Complaints Officer
Scotia Online Compliance Department
Scotia Plaza, 33rd Floor
40 King Street West
Box 4085, Station "A"
Toronto, Ontario M5H 1H1
Telephone: 647-260-2302
Fax: 416-945-4786

Within 5 business days of us receiving your complaint, you will be provided with an acknowledgement letter by mail from the Compliance Department confirming the name and contact information of the individual handling your file. Additionally we will also enclose the IIROC brochure entitled "An Investor's Guide to Making a Complaint" for your reference.

IIROC brochures

  • 1 A complaint which is deemed to be service related are issues which are not subject to any regulatory rules or policies of any securities or financial services regulatory or self-regulatory organization in any jurisdiction either inside or outside of Canada; or any legislation or law concerning securities or exchange contracts of any jurisdiction either inside or outside of Canada;
  • 2 Securities related complaints are those matters involving:
    • (i) any securities or exchange contract
    • (ii) any matter related to the handing of client accounts or dealings with clients;
    • (iii) any matter that is subject to any law or legislation concerning securities or exchange contracts of any jurisdiction both within Canada or outside of Canada;
    • (iv) any matter that may be subject to the by-laws, rules, regulations, rulings or policies of any securities or financial services regulatory or self-regulatory organization in any jurisdiction both within Canada or outside of Canada

    In conducting the investigation, the Compliance Department may contact you or your authorized agent to request additional information which may be required to resolve the complaint.

    Within 90 calendar days, you will be provided with our substantive response to your complaint or correspondence from us acknowledging that we may require additional time or information in order to complete our review.

    Our substantive response letter will provide an outline to your complaint and Scotia iTRADE's decision on the complaint and the reason for this decision. You will also be provided with additional information regarding your options to escalate your concerns further in the event that you are not satisfied with the outcome of this review. This includes the contact information for Scotiabank's Ombudsman, the Ombudsman for Banking Services ("OBSI") and Investments and the Investment Industry Regulatory Organization of Canada ("IIROC")

    For residents of Quebec, we also wish to inform you that if you are dissatisfied with our examination of your complaint or the outcome of this examination, you may request that your complaint file be transferred to the Autorite des marches financiers ("AMF"). To do so, you must wait for our final decision or the expiry of the time limit of 90 days, but this request must be submitted no later than one year after the date you have obtained our final response. Following the transfer of your complaint to the AMF, the latter will proceed with their investigation.