Step 1) As a first course of action, please contact your Bank Representative, visit the Branch or reach out to the Customer Contact Centre at 1-800- 4SCOTIA or 1-800-472-6842. 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.
Step 2) Contact the Escalated Customer Concerns Office (ECCO)
If your complaint is not resolved after 14 days, it will be escalated to the Escalated Customer Concerns Office (ECCO). You may also request escalation at any time during the 14 days or if you are dissatisfied with the response provided.
E-mail (English): escalatedconcerns@scotiabank.com
Mail (English): Scotiabank, Escalated Customer Concerns Office
44 King Street West Toronto, ON M5H 1H1
Telephone (English): 1-877-700-0043 (in Toronto 416-933-1700)
Fax: 1-877-700-0045 (in Toronto 416-933-1777)
Step 3) Still not Resolved? Contact the Customer Complaints Appeals Office (CCAO)
If you are not satisfied following the investigation by the Escalated Customer Concerns Office (ECCO), 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
