Complaint handling procedures

How we handle complaints

Customers of Scotia Securities Inc. (“SSI”) who are not satisfied with an investment product or service have a right to make a complaint and to seek resolution. SSI  has procedures in place to handle written or verbal complaints received from customers in a fair and prompt manner.

SSI is the mutual fund dealer of Scotiabank.

Understand complaint procedures

How to make a complaint with SSI

Customers wishing to complain to SSI can make their complaint to our Head Office by contacting the SSI Complaints and Investigations Department, or to a Branch Manager at any branch.

Complaint Acknowledgement

We will acknowledge receipt of complaints promptly, generally within five business days. Acknowledgement of written complaints will be received in writing. A verbal complaint may be acknowledged verbally.

Complaint Review

The SSI Complaints and Investigations Department will review your complaint fairly, considering all relevant documents and information obtained from you, our records, our sales representatives, other staff members, and any other relevant source.

Complaint Response

Upon completing our review we will provide you with our response, generally in writing and within 90 days unless we are waiting for additional information from you, the case is novel or complex, or there is some other reasonable cause for delay. A verbal complaint may be resolved verbally.

Additional Complaint Escalation Options

If you are not satisfied with our response, or we have not provided our response within 90 days, you have the option of escalating your complaint to the internal Scotiabank Ombudsman, who is employed by the firm, or to the external and independent Ombudsman for Banking Services and Investments (“OBSI”). OBSI’s services are free. 

Please note that statutory limitation periods continue to run while the Scotiabank Ombudsman reviews your complaint, and this may impact your ability to commence a civil action.

Regulators

You may also, at any time, submit a complaint to the Mutual Fund Dealers Association of Canada (“MFDA”), or, for residents of Quebec, the Autorité des marches financiers (“AMF”).  

More Information

For further details about our complaint handling procedures and escalation options, please consult ‘Scotia Securities Inc. (SSI) Customer Complaint Information’ and ‘Scotia Securities Inc. Complaint Handling Procedures Summary’ available in the Scotiabank Investment Companion Booklet.

Make a complaint in writing


Written complaints can be provided to a Branch Manager at any branch or to the SSI Complaints and Investigations Department at ssi_complaints@scotiabank.com

Make a verbal complaint


Verbal complaints can be made to a Branch Manager at any branch. The Branch Manager will summarize the complaint and inform the SSI Complaints and Investigations Department.

Other ways to contact us

Complaints concerning SSI may be sent directly to:

Scotia Securities Inc.
Regulatory Complaints and Investigations Department
4 King Street West, 12th Floor
Toronto, Ontario M5H 1B6