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 

Telephone: English 1-877-700-0043 (in Toronto: 416-933-1700
Telephone: Français: 1-877-700-0044 (in Toronto 416-933-1780

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:

Customer Complaints Appeals Office
44 King Street West
Toronto, ON M5H 1H1
Telephone: toll-free at 1-800-785-8772

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

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