Complaint handling procedures

How to make a complaint with SSI

Customers wishing to complain to SSI can make their complaint to our Head Office by contacting the SSI Complaints and Investigations Department, or to a Branch Manager at any branch.

Complaint Acknowledgement

We will acknowledge receipt of complaints promptly, generally within five business days. Acknowledgement of written complaints will be received in writing. A verbal complaint may be acknowledged verbally.

Complaint Review

The SSI Complaints and Investigations Department will review your complaint fairly, considering all relevant documents and information obtained from you, our records, our sales representatives, other staff members, and any other relevant source.

Complaint Response

Upon completing our review we will provide you with our response, generally in writing and within 90 days unless we are waiting for additional information from you, the case is novel or complex, or there is some other reasonable cause for delay. A verbal complaint may be resolved verbally.

Additional Complaint Escalation Options

If you are not satisfied with our response, or we have not provided our response within 90 days, you have the option of escalating your complaint to the internal Scotiabank – Customer Complaints Appeals Office (CCAO), who is employed by the firm, or to the external and independent Ombudsman for Banking Services and Investments (“OBSI”). OBSI’s services are free.

Please note that statutory limitation periods continue to run while the Customer Complaints Appeals Office reviews your complaint, and this may impact your ability to commence a civil action.  

Regulators

You may also, at any time, submit a complaint to the Canadian Investment Regulatory Organization (“CIRO”), or, for residents of Quebec, the Autorité des marches financiers (“AMF”).  

More Information

For further details about our complaint handling procedures and escalation options, please consult ‘Scotia Securities Inc. (SSI) Customer Complaint Information’ and ‘Scotia Securities Inc. Complaint Handling Procedures Summary’ available in the Scotiabank Investment Companion Booklet.