The Scotiatrust complaint resolution process
Fair and timely resolutions to your concerns.
We’re here to provide exemplary service to every Scotiatrust client. 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
As Scotiatrust is a wholly owned subsidiary of The Bank of Nova Scotia, you may wish to contact a representative of the Escalated Customer Concerns Office (ECCO) if the branch has been unable to resolve your concern to your satisfaction:
Escalated Customer Concerns Office
44 King Street West
Toronto, Ontario M5H 1H1
Your third step
Scotiabank Customer Complaints Appeals Office
If you have gone through the first two steps and remain dissatisfied, you can contact the Scotiabank Customer Complaints Appeals Office which can provide an impartial review of unresolved client complaints. You can contact the Scotiabank group of companies' Customer Complaints Appeals Office:
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:
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:
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.