Step 1) As a first course of action, please contact one of our Associates at 1-888-826-4374 (English) or 1-844-826-4374 (French). 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.
Tangerine can also be emailed at info@tangerine.ca. However, this should be used for general inquires only, as it is not considered a secure form of communication. For our clients’ protection, we ask that they call one of our Associates directly to discuss Account specific details.
Step 2) Contact Tangerine Client Response Group (CRG)
If your complaint is not resolved after 14 days at the first step, it will be escalated to the Tangerine Client Response Group (CRG), the second step in complaint resolution process. You may also request escalation at any time during the 14 days or if you are dissatisfied with the response provided.
E-mail (English): theclientresponsegroup@tangerine.ca
E-mail (French): groupedecommunication@tangerine.ca
Mail: Tangerine Client Response Group
3389 Steeles Avenue East, Toronto, ON, M2H 0A1
Fax: 416-758-5297 or toll-free: 1-877-505-3240
Step 3) Still not Resolved? Contact the Customer Complaints Appeals Office (CCAO)
If you are not satisfied following the investigation by the Tangerine CRG, 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
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
