Complaint Handling Procedures

Where and how to air your grievances.

The following outlines Scotia iTRADE's client complaint handling policy and procedure to ensure that we provide you with a fair and timely resolution to your escalated concerns.

A complaint is your expression of dissatisfaction either verbally or in writing and should be submitted directly by you or by someone who is authorized to act on your behalf.1

If the complaint is deemed to be service related1, as a first step you may speak with a Client Service representative at 1.888.872.3388 who may be able to provide you with a quick resolution to your matter.

Should you be dissatisfied with the resolution provided to you, you may forward your complaint directly to:

The Director
Trading & Client Service
40 King Street West, 5th Floor
Toronto, Ontario, M5H 1H1
Fax: 1.800.569.9470

Your matter will be handled directly by one of our designated Client Care specialists. You will receive an acknowledgement letter by mail within five (5) business days of receiving your complaint and we will provide you with the name and contact information of the individual who is conducting the review of your matter.

If the client complaint alleges misconduct2 relating to the handling of a client’s account(s) or dealings with us, it should be forwarded to:

Designated Complaints Officer
Compliance Department, Regulatory Complaints and Investigation
4 King Street W, 12th Floor
Toronto, ON
M5H 1H1
Fax: 1.800.569.9470

Within 5 business days of us receiving your complaint, you will be provided with an acknowledgement letter by mail from the Compliance Department confirming the name and contact information of the individual handling your file. Additionally we will also enclose the IIROC brochure entitled "An Investor's Guide to Making a Complaint" for your reference.

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.

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 to your complaint and Scotia iTRADE's decision on the complaint and the reason for this decision. 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 Ombudsman, the Ombudsman for Banking Services ("OBSI") and Investments and the Investment Industry Regulatory Organization of Canada ("IIROC")

For residents of Quebec, we also wish to inform you that if you are dissatisfied with our examination of your complaint or the outcome of this examination, you may request that your complaint file be transferred to the Autorite des marches financiers ("AMF"). To do so, you must wait for our final decision or the expiry of the time limit of 90 days, but this request must be submitted no later than one year after the date you have obtained our final response. Following the transfer of your complaint to the AMF, the latter will proceed with their investigation.