The Scotiatrust Complaint Resolution Process

As a Scotiatrust client, you deserve nothing less than the best possible service available. In the event that something does go wrong, we will make every effort to resolve the issue in a timely and courteous manner.

YOUR FIRST STEP

Please speak to your trust officer or account manager at your servicing branch. If your trust officer or account manager is unable to resolve your concern, please speak directly with the Market Lead who has the authority to resolve the majority of problems that may arise.  You can call 1-800-4-SCOTIA or 1-800-472-6842.

YOUR SECOND STEP

If your branch has been unable to resolve your concern to your satisfaction, you may wish to contact National Office Scotiatrust:

Manager, National Office
The Bank of Nova Scotia Trust Company
40 King Street West, 52nd Floor
Toronto, Ontario M5H 1H1
Facsimile: 416-933-7495

YOUR THIRD STEP

Scotiabank Group Ombudsman

If you have gone through the first two steps and remain dissatisfied, you can contact the Scotiabank Group Ombudsman, who reports directly to the Scotiabank group of companies' Chairman and has been appointed to provide an impartial review of unresolved client complaints. You can contact the Scotiabank group of companies' Ombudsman:

Scotiabank Ombudsman
44 King Street West
Toronto, ON M5H 1H1
Telephone: toll-free at 1-888-785-8772 (in Toronto 416-933-3299).
Facsimile: 1-866-787-7061
Email: ombudsman@scotiabank.com

THIRD-PARTY COMPLAINT-HANDLING PROCESS

ADR Chambers Banking Ombudsman 

When you have completed the three steps of the Scotiabank complaint resolution process, and remain dissatisfied, you may submit your complaint to an External Complaints Body (ECB) for review:

ADR Chambers Banking Ombudsman
P.O. Box 1006
31 Adelaide Street East
Toronto, Ontario M5C 2K4
Telephone: 1-800-941-3655
Facsimile: 1-877-803-5127
Email: contact@bankingombuds.ca

COMPLAINTS RELATED TO REGULATORY MATTERS

Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. For example, financial institutions must provide consumers with information about fees, interest rates and complaint-handling procedures. If you have a complaint regarding such a regulatory matter, you can contact the FCAC at:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Avenue West
Ottawa, Ontario K1R 1B9
Telephone: 1-866-461-3222 (English) 1-866-461-2232 (French)

NOTE FOR QUEBEC CLIENTS

Autorité des marchés financiers 

The Autorité des marchés financiers (AMF) is the body mandated by the Québec government to regulate Québec’s financial markets and assist consumers of financial products and services. If you are not satisfied with the response provided through the Scotiabank complaint resolution process and the complaint relates to products or services provided in the province of Québec, you may ask for your complaint to be escalated to the AMF instead of ADR Chambers Banking Ombudsman.

Autorité des marchés financiers
Place de la Cité, tour Cominar
2640, boulevard Laurier, bureau 400
Québec, Québec G1V 5C1
Telephone : 1-877-525-0337
www.lautorite.qc.ca