Chequing
Complaints Handling Process
Raising a Complaint
Uncomplicated banking is all about keeping things simple. So let’s do that. Here are some channels you can reach out to for raising a complaint.
Call
You can also raise a complaint to Tangerine Bank by calling:
(English): 1-888-826-4374
(French): 1-844-826-4374
Remember: If the first person you speak with isn’t able to resolve your complaint, ask to speak directly to a supervisor for further assistance.
Or Email
You can raise a complaint to Tangerine Bank by emailing:
(English): clientconcerns@tangerine.ca
(French): preoccupationsclients@tangerine.ca
Please note, email is not considered a secure form of communication. A Supervisor will still need to contact you over the phone to confirm your identity, discuss your complaint and determine next steps.
After speaking to a Tangerine representative, you will receive a written acknowledgment including a case number and details of Tangerine’s complaint handling process. You can request a status update of your complaint at any time during the process, and you may also receive communication at the conclusion of your complaint.
Contact Tangerine Client Response Group (CRG)
E-mail (English):
theclientresponsegroup@tangerine.ca
E-mail (French):
groupedecommunication@tangerine.ca
Mail: Tangerine Client Response Group, 3389 Steeles Avenue East, Toronto, ON, M2H 0A1
Fax: 416-758-5297 or toll-free: 1-877-505-3240
If your complaint is not resolved after 14 days, it will be escalated to the Tangerine Client Response Group (CRG), then you will be notified of your new point of contact.
You may also request escalation at any time within the 14 days or if you’re dissatisfied with the response provided.
We aim to resolve each case as quickly as possible; however, should this exceed 56 days, you will receive a notification outlining next steps. When your case is concluded at the CRG, you will be sent communication outlining the Bank’s response.
Contact the Customer Complaints Appeals Office (CCAO)
If you are not satisfied following the investigation by the Tangerine CRG, you may submit your complaint in writing to the Customer Complaints Appeals Office (CCAO). The CCAO provides an impartial review of customer complaints for Scotiabank and its domestic subsidiaries, which includes Tangerine Bank, upon request of the client.
When you escalate a complaint to the CCAO, the Terms of Reference will apply. You may view the CCAO Terms of Reference here.
We aim to resolve each case as quickly as possible; however, should this exceed 56 days, you will receive a notification outlining next steps. When your case is concluded at the CCAO, you will be sent communication outlining the Bank’s response.
E-mail: CCAO@scotiabank.com
Mail: Customer Complaints Appeals Office, 44 King Street West Toronto, ON M5H 1H1
Telephone: 1-800-785-8772
Fax: 1-866-787-7061
Contact the external complaints body for banking complaints
The Ombudsman for Banking Services and Investments (OBSI) has been designated as the single external complaints body for banking in Canada. OBSI is responsible for providing a fair and impartial review of unresolved banking complaints.
You may choose to contact OBSI if there has been no response from Tangerine within 56 days of your complaint or if you are not satisfied with the outcome provided by the Customer Complaints Appeals Office (CCAO).
E-mail: ombudsman@obsi.ca
Mail: Ombudsman for Banking Services and Investments (OBSI) 20 Queen Street West, Suite 2400 P.O. Box 8 Toronto, Ontario M5H 3R3
Telephone: 1-888-451-4519
Fax: 1-888-422-2865
Contact the Financial Consumer Agency of Canada (FCAC)
The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. For example, financial institutions must provide consumers with transparent information about fees, interest rates, and complaint-handling procedures. If you have a complaint about such a regulatory matter, you can contact the FCAC at:
Mail: Financial Consumer Agency of Canada 427 Laurier Avenue West, 6th Floor Ottawa, Ontario K1R 1B9
Telephone: (English) 1-866-461-3222 or (French) 1-866-461-2232
Fax: 1-866-814-2224 / 1-613-941-1436
Website: www.fcac-acfc.gc.ca
If you have a complaint related to your Investment Fund Account, please see the ‘Summary of Tangerine Investment Funds Limited Complaint Handling Procedures’.
If you must serve documents on Tangerine by mail or in person, please send your documents to the following address:
Tangerine
c/o McCarthy Tétrault LLP (as Agent for service)
1000 de la Gauchetière Street West
Suite 2500
Montreal, QC H3B 0A2