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Complaint Handling Procedures

Fair and timely resolutions to your concerns

The following outlines ScotiaMcLeod, a division of Scotia Capital Inc.’s (“ScotiaMcLeod”) client complaint handling policy and procedures.

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

Quality Service

Our goal is to provide quality service to every customer. We appreciate your business and are dedicated to building long and outstanding relationships with our customers.

Service Related Matters

If the complaint is deemed to be service related1 it will be handled directly by the responsible ScotiaMcLeod Branch Manager or their designate.

You may forward your complaint directly to the Branch office where your account is maintained or you may contact the Branch and speak with the Branch Manager directly. This information is located on your account statement.

Securities Related Matters

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

Designated Complaints Officer
ScotiaMcLeod Compliance Department

Scotia Plaza, 33rd Floor
40 King Street West
Box 4085, Station "A"
Toronto, Ontario M5H 1H1
Telephone: 416-815-6851
Fax: 416-862-3132
Email: scotiamcleodcomplaints@scotiabank.com

Within 5 business days of us receiving your complaint, we will send you an acknowledgement letter by mail from the Compliance Department confirming the name and contact information of the individual handling your file.

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.

ScotiaMcLeod will commence its review and analysis of allegations raised in your complaint and 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 of your complaint and ScotiaMcLeod's findings along with recommendations for resolution if warranted. 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 and Investments ("OBSI") and the Investment Industry Regulatory Organization of Canada ("IIROC") outlining investor complaint information.

  1. A complaint which is deemed to be service related includes complaints regarding 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 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”