Resolving your Complaints

Do you have a complaint about a product or service available through Scotiabank Advisor Deposit Services? It’s our aim to find a fair and timely solution to your concern. Please follow these steps to have your complaint resolved quickly.

Step 1: Talk to the people at your Service Centre

Regarding a Guaranteed Investment Certificate (GIC) Regarding an Investment Savings Account (ISA)
1-800-268-8661 Toll-Free 1-866-884-3434
Fax 1-866-723-8728
scotia.ads@scotiabank.com Email scotia.ads@scotiabank.com
Mail
Scotiabank Advisor Deposit Services
2600 – 20 Queen Street West
Toronto, ON M5H 3R3

If the person you speak to is not able to resolve your concern to your satisfaction, please speak directly to the Manager, who has the authority to resolve the majority of problems that arise.

Step 2: Contact the Office of the President

If the Manager has been unable to resolve your complaint satisfactorily, a representative of the President will be pleased to assist you.

Office of the President
Toll-Free 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)
Email mail.president@scotiabank.com
Mail The President, Scotiabank
44 King Street West
Toronto, ON M5H 1H1

Step 3: Contact Scotiabank’s Ombudsman

Scotiabank’s Ombudsman reports directly to our CEO and has been appointed to provide an impartial review of unresolved customer complaints. If you have gone through the first two steps and remain dissatisfied, submit your complaint to the Ombudsman in writing.

Office of the Ombudsman
Toll-Free 1-800-785-8772
(in Toronto 416-933-3299)
Fax 1-866-787-7061
Email ombudsman@scotiabank.com
Mail Scotiabank Ombudsman
44 King Street West
Toronto, ON M5H 1H1

If you are still not satisfied, contact the Ombudsman for Banking Services and Investments (OBSI)

An independent Ombudsman has been appointed to serve the interests of customers of Canadian banks and investment firms. While Scotiabank would expect to resolve your complaint within 90 days, if our best efforts have been unable to resolve your complaint within that time or to your satisfaction, you may wish to refer your complaint to the OBSI, by telephone or letter.

Ombudsman for Banking Services and Investments
Toll-Free 1-888-451-4519
Fax 1-888-422-2865
Email ombudsman@obsi.ca
Mail Ombudsman for Banking Services and Investments
1505 – 401 Bay Street
PO Box 5
Toronto, ON M5Y 2Y4

Contact the Financial Consumer Agency of Canada (FCAC)

The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. If you have a complaint about such a regulatory matter, you can contact the FCAC in writing at:

Financial Consumer Agency of Canada (FCAC)
Toll-Free 1-866-461-3222
Website www.fcac-acfc.gc.ca
Mail Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, ON K1