Resolving A Complaint

We put you at the center of everything we do. So the more we know about your concern, the more capable we will be to solve it.

Here are a few simple steps to have your concern resolved:

Inform Scotiabank of your complaint by:

• Calling Personal Banking or Corporate & Commercial Banking
• E-mailing your Branch Contact
• Visiting your Scotiabank branch

If your concern has not been resolved to your satisfaction, then escalate to the Branch Manager for Personal Banking concerns or to the Corporate & Commercial Head for Corporate & Commercial Banking concerns.

If the steps above do not help, please escalate to the Country Head or designate.  An email may be sent to customercarecayman@scotiabank.com.

Please include your:

• Full name 
• Branch/Unit for which you have a concern 
• Telephone contact 
• Overview of complaint

If you are still not satisfied with our response, or we have not provided you with response within the required timelines, the following options are available to you:

1. Complaints connected with the operations or management of the Bank may be escalated in writing to the Cayman Islands Monetary Authority (“CIMA”). All documents may be submitted to CIMA via any of the following means:
   
   a)    Completing the online form available on CIMA’s website (Recommended);
   b)    Submitting written complaints via post to: Deputy Managing Director - Supervision, Cayman Islands Monetary Authority P.O. Box 10052, Grand 
           Cayman KY1-1001, Cayman Islands; or 
   c)    Hand delivering to the CIMA’s office located at: 171 Elgin Avenue, SIX, Cricket Square, George Town, Grand Cayman.
   
   
   A copy of CIMA’s Policy on Complaints Against Licensees, Registrants and Other Supervised Entities may be found at https://www.cima.ky/policy-on-complaints-against-licensees
   
   
   
2. Where you believe that the Bank has not processed your personal data in compliance with the provisions of the Data Protection Act, you may make a complaint on behalf of yourself or another person to the Office of the Ombudsman (the “Ombudsman”), pursuant to section 43 of the Data Protection Act. Complaints to the Ombudsman should be filed by completing the Data Protection Complaint Form and submit via:
   
   a)    Email: info@ombudsman.ky;
   b)    Postal mail: P.O. Box 2252, Grand Cayman KY1-1107, Cayman Islands; or
   c)    In person: Office of the Ombudsman, located at 5th Floor, Anderson Square, 64 Shedden Road, George Town, Grand Cayman.