The information on this page explains who to contact, Scotiabank’s process, and the steps to take, including available channels, should you wish to move forward with a complaint. Please reach out to a Bank representative during this process if you would like a status update at any time.
Pathways to Complaint Resolution
Talk to us
As a first course of action, please contact your Bank Representative, visit the Branch or reach out to the Customer Contact Centre (1-800-4SCOTIA or 1-800-472-6842).
Branch
Locate Branches & Advisors using our online tool
Telephone
1-800-4SCOTIA or
1-800-472-6842.
If the first person you speak with is not able to resolve your complaint, please ask to speak directly to a manager, who may be able to resolve many issues that arise.
Upon expressing a complaint to the Bank, you will receive a written acknowledgment including a case number and a copy of Scotiabank’s complaint handling process. You may also receive communication at the conclusion of your complaint.
Contact theEscalated Customer Concerns Office (ECCO)
If your complaint is not resolved after 14 days, it will be escalated to the Escalated Customer Concerns Office (ECCO). You may also request escalation at any time during the 14 days or if you are dissatisfied with the response provided. Upon escalation, a communication will be sent informing you of the updated point of contact.
We aim to resolve each case as quickly as possible; however, should this exceed 56 days, you will receive a notification. When your case is concluded at the ECCO, you will be sent communication outlining the Bank’s response.
escalatedconcerns@scotiabank.com
Escalated Customer Concerns Office
44 King Street West
Toronto, Ontario
M5H 1H1
Telephone
English1-877-700-0043
(in Toronto416-933-1700)
French1-877-700-0044
(in Toronto416-933-1780)
Still not Resolved?
Contact the Customer Complaints Appeals Office (CCAO)
If you are not satisfied following the investigation by the Escalated Customer Concerns Office, you may submit your complaint in writing to the Customer Complaints Appeals Office (CCAO). The CCAO provides an impartial review of customer complaints upon request of the customer.
We aim to resolve each case as quickly as possible; however, should this exceed 56 days, you will receive a notification. When your case is concluded at the CCAO, you will be sent communication outlining the Bank’s response.
ccao@scotiabank.com
Scotiabank
Customer Complaints Appeals Office
44 King Street West,
Toronto, Ontario
M5H 1H1
Telephone
1-800-785-8772
You may contact an external complaints body for banking complaints
ADR Chambers Banking Ombuds Office (ADRBO) has been appointed by the bank to undertake an impartial review of unresolved banking complaints.†
You may choose to contact ADRBO if there has been no response within 56 days or if you are not satisfied with the outcome provided through the Customer Complaints Appeals Office.
contact@bankingombuds.ca
ADR Chambers Banking Ombuds Office
P.O. Box 1006 31 Adelaide Street East
Toronto, Ontario
M5C 2K4
Telephone
1-800-941-3655
Fax
1-877-803-5127
As of November 1, 2024 the Ombudsman for Banking Services and Investments (OBSI) will become the sole external complaints body for banking. Complaint cases in progress with ADRBO prior to this date will continue to completion and cannot be reopened with OBSI once concluded.
E-mail:
ombudsman@obsi.ca
Mail:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
Toronto, Ontario M5H 3R3
Phone:
1-888-451-4519
Fax:
1-888-422-2865
Contacting the Financial Consumer Agency of Canada (FCAC)
The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. For example, financial institutions must provide consumers with transparent information about fees, interest rates and complaint- handling procedures. If you have a complaint about such a regulatory matter, you can contact the FCAC in writing at:
Website
Financial Consumer Agency of Canada
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario
K1R 1B9
Telephone
English1-866-461-3222
French1-866-461-2232
Fax
1-866-814-2224
(outside Toronto1-613-941-1436)
