Scotiabank Complaint Letter Template (Canada)

Having issues with unexpected fees, billing errors, or service problems with Scotiabank? This page provides a structured Scotiabank complaint letter template you can adapt to your situation. Generate a customized version with the free Dispute Letter Generator.

If your issue is not resolved after using this letter, you may be able to escalate your complaint to the Ombudsman for Banking Services and Investments (OBSI), after first giving Scotiabank a chance to respond through their internal complaint process.

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When to Use This Scotiabank Complaint Letter

  • Incorrect or unexpected fees on your Scotiabank account
  • Disputes over Scene+ rewards or points
  • Scotiabank credit card charge disputes or interest errors
  • Mortgage payment processing errors or rate disputes
  • Unauthorized transactions or account activity
  • Scotia iTRADE account issues or trading errors
  • Service quality problems with Scotiabank branches or online banking
  • Line of credit, loan, or HELOC disputes

For a broader overview of available templates, see the Dispute Letter Templates hub or the general Bank Fee Dispute Letter template.

Scotiabank Complaint Letter Example

You can copy and adapt this example for your Scotiabank dispute, or use it as a starting point in the generator.

[Your Name]
[Your Address]
[City, Province, Postal Code]
[Email Address]
[Phone Number]

[Date]

Scotiabank
Customer Care Centre
44 King Street West
Toronto, ON M5H 1H1

Re: Complaint – Scotiabank Account [Account Number]

Dear Scotiabank Customer Care,

I am writing to formally dispute certain charges/issues on my Scotiabank account [account number]. I am a customer in [province].

The following issue(s) require your attention:

- Date: [date], Amount: $[amount], Description: [description of the fee or issue]
- Date: [date], Amount: $[amount], Description: [description of the fee or issue]

On [date], I contacted Scotiabank customer service by [phone/in-branch/online banking] to discuss this matter, but the issue remains unresolved. Based on my understanding of my account terms:

- [Brief explanation of why the charges are incorrect or why you believe the issue should be resolved in your favour.]

In light of this, I request that you:

1. Review my account and transaction history for the period in question; and
2. Reverse the disputed charges in the total amount of $[total disputed amount], or provide a clear written explanation of why they are valid.

Please confirm the outcome of your review in writing within 14 business days. If we are unable to resolve this matter directly, I understand that I may refer the dispute to the Ombudsman for Banking Services and Investments (OBSI).

I have attached copies of relevant statements and correspondence for your reference.

Thank you for your attention to this matter.

Sincerely,

[Your Name]

How to Escalate a Scotiabank Complaint

Step 1: Contact Scotiabank Directly

Start by contacting Scotiabank customer service through their website, mobile app, by phone, or in-branch. Document the date, time, and what was discussed. Keep reference numbers for all interactions.

Step 2: Send a Written Complaint

If initial contact doesn't resolve your issue, send a formal written complaint using the template above. This creates a paper trail and often receives more attention.

Step 3: Escalate to Scotiabank Customer Care

If standard customer service can't help, escalate your complaint to Scotiabank's Customer Care team. They have more authority to resolve complex issues.

Step 4: Contact Scotiabank Office of the President

If your complaint is not resolved by Customer Care, you can escalate to Scotiabank's Office of the President. They handle complex or sensitive customer issues.

Step 5: File with OBSI

If Scotiabank hasn't resolved your complaint after 90 days, or if you receive a final response you disagree with, you can file a complaint with the Ombudsman for Banking Services and Investments (OBSI). OBSI is a free, independent dispute resolution service for banking and investment complaints in Canada. Visit obsi.ca to file online.

Step 6: FCAC (for Regulatory Issues)

The Financial Consumer Agency of Canada (FCAC) regulates banks and ensures they comply with consumer protection measures. While FCAC doesn't resolve individual disputes, you can file a complaint about potential regulatory violations.

Your Rights as a Scotiabank Customer

As a Scotiabank customer, you are protected by federal banking regulations and Scotiabank's obligations under the Bank Act. Banks must:

  • Provide clear disclosure of fees and account terms
  • Have an internal complaint handling process
  • Respond to complaints within specific timeframes
  • Provide you with information about external dispute resolution (OBSI)
  • Not charge fees without proper disclosure

This information is general in nature and does not constitute legal advice.

Common Scotiabank Complaint Issues

  • Monthly account fees: Unexpected fees on Preferred Package, Ultimate Package, or other account types
  • Credit card charges: Disputed transactions, annual fees, or interest calculation errors
  • Scene+ rewards: Points not credited, expired, or redeemed incorrectly
  • Mortgage issues: Payment processing errors, rate discrepancies, or prepayment penalties
  • NSF and overdraft fees: Fees charged despite having funds or overdraft protection
  • Scotia iTRADE problems: Trading errors, fee disclosures, or account transfers
  • Foreign exchange fees: Unexpected currency conversion charges
  • HELOC disputes: Rate changes or access issues
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Related Letter Templates

This tool provides general information and document templates, not legal advice. Scotiabank is a registered trademark of The Bank of Nova Scotia. DisputeLetter.ca is not affiliated with Scotiabank.