The information in this section explains who to contact, Scotiabank’s process, and the steps to take, including available channels, should you wish to move forward with a complaint. Please reach out to a Bank representative during this process if you would like a status update at any time.
Pathways to Complaint Resolution
As a first course of action, please contact your relationship management team.
If the first person you speak with is not able to resolve your complaint, please ask to speak directly to a manager, who may be able to resolve many issues that arise.
Upon expressing a complaint to the Bank, you will receive a written acknowledgment including a case number and a copy of Scotiabank’s complaint handling process. You may also receive communication at the conclusion of your complaint.
Contact the Office of the President, Customer Complaints (OPCC)
If your complaint is not resolved after 14 days, it will be escalated to the Office of the President, Customer Complaints (OPCC). You may also request escalation at any time during the 14 days or if you are dissatisfied with the response provided. Upon escalation, a communication will be sent informing you of the updated point of contact.
We aim to resolve each case as quickly as possible; however, should this exceed 56 days, you will receive a notification. When your case is concluded at the OPCC, you will be sent communication outlining the Bank’s response.
Mail: The President, Scotiabank, 44 King Street West Toronto, ON M5H 1H1
Fax: 1-877-700-0045 (in Toronto 416-933-1777)
Still not Resolved?
Contact the Customer Complaints Appeals Office (CCAO)
If you are not satisfied following the investigation by the Office of the President, Customer Complaints, you may submit your complaint in writing to the Customer Complaints Appeals Office (CCAO). The CCAO provides an impartial review of customer complaints upon request of the customer.
We aim to resolve each case as quickly as possible; however, should this exceed 56 days, you will receive a notification. When your case is concluded at the CCAO, you will be sent communication outlining the Bank’s response.
Mail: Customer Complaints Appeals Office, 44 King Street West Toronto, ON M5H 1H1
You may contact an External Complaints Body for banking complaints
ADR Chambers Banking Ombuds Office (ADRBO) has been appointed by the bank to undertake an impartial review of unresolved banking complaints.
You may choose to contact ADRBO if there has been no response within 56 days or if you are not satisfied with the outcome provided through the Customer Complaints Appeals Office.
Mail: ADR Chambers Banking Ombudsman P.O. Box 1006 31 Adelaide St. E. Toronto, Ontario M5C 2K4
Contacting 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 transparent information about fees, interest rates and complaint-handling procedures. If you have a complaint about such a regulatory matter, you can contact the FCAC in writing at:
Mail: Financial Consumer Agency of Canada 427 Laurier Avenue West, 6th Floor Ottawa, Ontario K1R 1B9
Fax: 1-866-814-2224 / 1-613-941-1436