Step 1) As a first course of action, please speak with one of our associates at the below for GICs and ISAs. 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.
• Regarding a Guaranteed Investment Certificate (GIC): 1-800-268-8661
• Regarding an Investment Savings Account (ISA): 1-866-884-3434
Fax: 1-888-444-7365
Email: scotia.ads@scotiabank.com
Mail: Scotiabank Advisor Deposit Services
4715 Tahoe Blvd, 5th floor
Mississauga, ON L4W 0B5
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.
E-mail: mail.president@scotiabank.com
Mail: The President, Scotiabank
44 King Street West Toronto, ON M5H 1H1
Telephone: English 1-877-700-0043 (in Toronto 416-933-1700) French 1-877-700-0044 (in Toronto 416-933-1780
Fax 1-877-700-0045 (in Toronto 416-933-1777)
Step 2) Still not Resolved? Contact the Customer Complaints Appeals Office (CCAO)
If you are not satisfied following the investigation, you may submit your complaint in writing to the Customer Complaints Appeals Office (CCAO).
E-mail: CCAO@scotiabank.com
Mail: Customer Complaints Appeals Office
44 King Street West Toronto, ON M5H 1H1
Telephone: 1-800-785-8772
Fax: 1-866-787-7061
Contact an External Complaints Body for banking complaints
ADR Chambers Banking Ombuds Office (ADRBO)
E-mail: contact@bankingombuds.ca
Mail: ADR Chambers Banking Ombudsman, P.O. Box 1006, 31 Adelaide St. East, Toronto, ON M5C 2K4
Telephone: 1-800-941-3655
Fax: 1-877-803-5127
Third-party complaint-handling process for this institution:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca
