Fair and timely resolutions to your concerns
The following outlines Scotia Wealth Insurance Services Inc.’s (“SWIS”) client complaint handling policy and procedures.
A complaint is your expression of dissatisfaction, either verbally or in writing, and should be submitted by you or by someone who is authorized to act on your behalf.
Our goal is to provide exemplary service to every customer. We appreciate your business and are dedicated to building long and outstanding relationships with our customers.
Your First Step – Our Compliance Department
You may submit your complaint directly to the Compliance Department, Regulatory Complaints & Investigations:
Compliance Department, Regulatory Complaints & Investigations
4 King Street W
Canada M5H 1A1
Within 5 business days of us receiving your complaint, we will send you an acknowledgement letter by mail or e-mail from the Compliance Department confirming the name and contact information of the individual handling your file.
In conducting the investigation, the Compliance Department may contact you, or your authorized agent, to request additional information, which may be required to resolve the complaint.
SWIS will commence its review and analysis of your complaint and will provide you with our substantive response to your complaint within 90 calendar days. If we are not able to provide a substantive response within 90 days, we will write to you advising that we require additional time or information in order to respond to your complaint.
Our substantive response letter will provide an outline of your complaint and SWIS’ findings along with recommendations for resolution if warranted. We will also provide you with additional information regarding your options to escalate your concerns further in the event that you are not satisfied with the outcome of our review.
Your Second Step: Third-party complaint-handling process
If you remain dissatisfied with our response to your complaint, you may submit your complaint to an External Complaints Body (ECB) for further review:
OmbudService for Life & Health Insurance
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 lodge a complaint directly with the AMF.