ScotiaMcLeod complaint resolution process

Fair and timely resolutions to your concerns.

The following outlines ScotiaMcLeod®, a division of Scotia Capital Inc.’s (“ScotiaMcLeod”) client complaint handling policy and procedures. A complaint is your expression of dissatisfaction alleging misconduct, either verbally or in writing, and should be submitted directly by you or by someone who is authorized to act on your behalf.

Quality service

Our goal is to provide quality service to every customer. We appreciate your business and are dedicated to building long and outstanding relationships with our customers.

Service related matters

If the complaint is deemed to be service related1 it will be handled directly by the responsible ScotiaMcLeod Branch Manager or their designate.

You may forward your complaint directly to the Branch office where your account is maintained or you may contact the Branch and speak with the Branch Manager directly. This information is located on your account statement.

Securities related matters

If the client complaint is deemed to be securities related2, it should be forwarded to:

Scotia Capital Inc.
Director, Compliance

4 King St. W
12th floor
Toronto, ON
Canada M5H 1A1
Telephone: 416-815-6851
Toll Free: 1-844-603-3368
Fax: 416-862-3132

Within 5 business days of us receiving your complaint, we will send you an acknowledgement letter by 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.

ScotiaMcLeod will commence its review and analysis of allegations raised in your complaint and within 90 calendar days, you will be provided with our substantive response to your complaint or correspondence from us acknowledging that we may require additional time or information in order to complete our review.

Our substantive response letter will provide an outline of your complaint and ScotiaMcLeod's findings along with recommendations for resolution if warranted. You will also be provided with additional information regarding your options to escalate your concerns further in the event that you are not satisfied with the outcome of this review. This includes the contact information for Scotiabank's Customer Complaints Appeals Office (CCAO), the Ombudsman for Banking Services and Investments ("OBSI") and the Investment Industry Regulatory Organization of Canada ("IIROC") outlining investor complaint information.