Complaints and Appeals

Scotia investigates complaints and appeals about the organisation. All complaints, including anonymous complaints, will be investigated provided sufficient and reliable information is made available by the complainant.

Receipt of a complaint and appeal is acknowledged with the complainant and any additional information pertinent to the investigation obtained. The matter is then thoroughly investigated.

Once the complaint investigation is concluded and any necessary remedial action taken, the complainant is informed. All complaints and appeals are handled in line with Scotia’s policy and procedures.

Complaints and appeals can be sent through our website The action taken by Scotia with respect to a specific complaint is dependent on the nature of the complaint and the outcome of the investigation.

Please note: we may need to contact you to obtain further information or evidence before we are able to commence an investigation into your complaint and appeal.